Rose Obianuju Udensi

UDENSI ROSE O.I (- - Kalkara, Malta https://www.linkedin.com/in/rose-udensi- ABOUT ME Customer-focused and administrative support professional with fascinating expertise garnered through 6 years of experience in the hospitality, culture & tourism, and media sectors. Demonstrated success in addressing customer complaints resulting in 97% customer satisfaction. Track record of expediting administrative support duties and streamlining processes. Seeking to utilize my potential in your organization for the purpose of career development and achieving organizational goals. WORK EXPERIENCE EDUCATION & TRAINING Customer Service Rep Global Banking School, Malta Master of Arts of Business and Management In View The CT Computer & Management Institute Diploma in Office Administration Completed in 2023 Universal School of Aviation, Nigeria. Cabin Crew Initial Course(7654) Completed in 2019 National Broadcast Academy, Nigeria. Diploma in Basic Presentation Completed in 2018 Nigeria Institute of Journalism, Lagos State, Nigeria PGD in Broadcast Journalism Completed in 2017 NIIT Ibadan Technology, Nigeria Basic Information Technology Completed in 2016 Federal Polytechnic Nekede, Owerri, Imo State, Nigeria. HND in Library Science Completed in 2014 Federal Polytechnic Nekede, Owerri, Imo State, Nigeria. ND in Library Science Completed in 2011 Addressed all customer service queries in a polite, accurate, and timely fashion resulting in 97% customer satisfaction rating within 11+ months of employment. Single-handedly created customer service representative training manuals, which helped in reducing the onboarding process. Effectively racked trends in customer feedback and collaborated with management to determine the root cause of issues. Handled 200+ inbound calls per week, attends to customer inquiries and resolve issues. Front Desk/Communication Executive Ministry of Information, Culture & Tourism, Oyo State Waitress Ibis Lagos Airport Hotel, Lagos state Phone Call Handling Documentation Problem Solving Email Handling Critical Thinking Scheduling Negotiation Administrative Support Multitasking Communication Complaints Resolution Time Management Teamwork Office Administration Hard Skills Microsoft Word Microsoft Excel Google Suite CRM Software 02/03/2018 - 07/09/2018 Implemented new menu introduction strategies, increasing customer orders of drinks and dessert by 30%. Maintained excellent knowledge of the current menu, answered questions about menu selections and made recommendations when requested. Collaborated with 19 staff, and consistently delivered exceptional customer service by resolving complaints, quickly and efficiently clearing tables. Ensured prompt serving of all food courses and alcoholic beverages while working with the kitchen team to ensure accurate meals are deliver ed. 02/07/2017 - 02/11/2017 Radio One 103.5 FM SKILLS Customer Satisfaction 10/102015 - 09/10/2016 Welcomed guests politely and directed as appropriate; filed correspondence, and handled inbound calls effectively. Collected, sorted and distributed mail messages, handled inbound and outbound calls, and fostered excellent customer and staff relationships. Managed the brand’s social media sites; created locally relevant content and campaigns that were utilized across social channels. Established positive working relationships, both internally and externally, and managed communicationsdeveloped digital and knowledge assets. Developed content once thrice a month for digital walls and system for updating content regularly; collaborated with the Communications Manager in developing long-term strategic communications pla ns. Journalism Intern Soft Skills Customer Service 01/01/2018 - 07/08/2023 Pison Courts, Yaba, Lagos Conducted field research for potential news stories and resources for on-air news talent and producers. Reviewed materials and content, and thought editorially about new content that were excellently created. Addressed accuracy, consistency, and appropriateness of materials, including researching, writing, editing, and proofreading of stories. Evaluated and characterized storage media component behavior within storage systems. LANGUAGE SKILLS Mother tongue(s): Igbo, English Other Language(s): English LISTENING C1 READING C1 WRITING B2 SPOKEN PRODUCTION B2 SPOKEN INTERACTION B2 Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user