OKAFOR AUGUSTINA OBIANUJU
Gbagada, Lagos State, Nigeria
PROFESSIONAL SUMMARY
Am a seasoned customer service professional with 13 years of experience in the hospitality
industry, where I have built a strong foundation in delivering exceptional customer
experiences.
Throughout my career, I have handled high volumes of guest inquiries, resolved complaints
with empathy and professionalism, and consistently maintained high satisfaction standards. I
understand that every interaction represents the company’s brand, so I always approach
customers with patience, active listening, and a solution-focused mindset.
I am experienced in managing multiple communication channels, including phone, email, and
chat, and I have worked with CRM systems like Zendesk to ensure accurate documentation
and timely follow-ups. I am very comfortable working under pressure while maintaining
attention to detail and professionalism.
What truly sets me apart is my customer-first mindset. I don’t just solve problems — I aim to
create positive, memorable experiences that build trust and long-term loyalty. I am proactive,
adaptable, and committed to contributing to both customer satisfaction and overall business
growth.
SKILLS AND COMPETENCIES
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Customer Support/Service: Resolved 90% of client inquiries within 24 hours via
phone, email, and Zendesk, Freshdesk at Pearlwort, achieving 95% customer
satisfaction and increasing vendor.guest preference from 30% to 60%.
Strong verbal and written communication. I ensure clear and professional customer
interactions
Demonstrated empathy and patience in resolving customer concerns effectively
Proven problem-solving ability with a focus on timely and accurate resolutions
In-depth knowledge of products, services, and company policies to support customer
needs
Active listening skills to fully understand customer issues and expectations
Excellent time management. Am capable of handling multiple inquiries efficiently
Adaptability. Adaptable to diverse customer personalities, tools, and fast-changing
environments
Professionalism. I have high level of professionalism, maintaining confidentiality
and a positive brand image
Communication: Delivered clear presentations and client interactions with Opera
PMS by 10% through effective follow up preparation like their special occasions
wishes, informing them of any sales and also extending it to their friends.
Process Optimization: Implemented policy updates and workflow tools at my
Hotels, saving 10 hours weekly in administrative tasks.
Technical Tools: Utilized Microsoft Office (Excel, Word, PowerPoint) and Google
Workspace to maintain 100% record accuracy; automated social media tasks using
Instagram and WhatsApp tools, increasing outreach efficiency by 12%.
PROFESSIONAL EXPERIENCE
4 Star Hotel General Manager /
Pearlwort Hotel Ikeja Lagos 5/ 2024 - Present
4 Star Hotel General Manager
Blu Atlantic Hotel Lekki |Lagos 4/ 2023 – 4/ 2024
Operations Manager
BON Hotel Tripod Owerri Imo State | 10 2022 – 4/ 2023
4 Star Hotel General Manager
Best Western Glo-Ran Hotel Owerri| Imo State 1/2018 – 10/2022
5 Star Hotel General Manager
Transtell Hotel & Service Apartment Owerri Imo State 2016 – 2018
Operations / Customer Service Manager
Toprate Luxury Hotel Owerri Imo State |/ 2014 – /2016
Front Office / Guest Relations Officer
Allseasons Hotel Owerri Imo State |/ 2010 – /2014
EDUCATION
Hospitality Course
Nanet Hospitality Kaduna, Nigeria 2010 - 2014
Bachelor of Science, English & Literature
Abia State University, Uturu, Abia State, Nigeria– 2010
CERTIFICATIONS
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Digital Witch ICT Training 2025
Profit & Sustainability Growth, HMC Africa| 2023
Marketing Strategies - 2022
Guest Relations Service 2020
Excellent Customer Service| Nanaet Hospitality 2010 -2014
Handling Client Complains - Nanaet Hospitality 2010 -2014
Management and Leadership |- Nanaet Hospitality 2010 -2014
Phone Etriquetts - Nanaet Hospitality 2010 -2014
Health Safety and Environment (HSE 1, 2, & 3) Nanaet Hospitality 2010 -2014
Excellent Housekeeping Techniques - Nanaet Hospitality 2010 -2014
AWARDS
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Award of Honour – Best Wester Glo-Ran Hotel Owerri | 2023
