Contact information

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Work experience

Customer service manager

from 01.2021 to 03.2023 (2 years 3 months)
bet9ja, Remote (Auto business and auto service)

-communicate with clients about fixtures and assist in making bookings.
-Respond to mails and calls concerning tickets.
-follow up with client concerning upcoming games, engaging them through phone calls and chats.
-Receive payment from clients and credits their account respectively.

Travel manager

from 02.2020 to now (6 years)
Ivan J.A Mega Limited, Remote (Tourism)

Responsibilities as a Customer Support Representative at Ivan Travels and Tour:

1. Inquiry Handling: Responded promptly to customer inquiries via various channels, including phone, email, and live chat, providing comprehensive information on travel packages, bookings, and related services.

2. Reservation Management: Assisted customers in making, modifying, or canceling reservations, ensuring accuracy and compliance with company policies.

3. Issue Resolution: Effectively addressed and resolved customer concerns, such as booking discrepancies, payment issues, and travel-related inquiries, ensuring a positive customer experience.

4. Communication: Maintained clear and professional communication with customers, travel partners, and internal teams to facilitate smooth coordination and problem resolution.

5. Product Knowledge: Demonstrated a thorough understanding of Ivan Travels and Tour's offerings, staying updated on travel industry trends and destination information.

6. Upselling and Cross-Selling: Identified opportunities to upsell additional services or cross-sell complementary products, contributing to revenue growth.

Achievements:

1. Customer Satisfaction: Achieved consistently high customer satisfaction ratings through personalized and attentive customer service.

2. Performance Metrics: Exceeded performance targets, including response time, issue resolution, and customer feedback.

3. Process Improvement: Actively participated in process improvement initiatives, providing valuable insights and recommendations to enhance overall customer support efficiency.

4. Team Collaboration: Collaborated with colleagues and other departments to resolve complex issues, contributing to a positive team dynamic and improved customer service workflows.

5. Training and Development: Demonstrated a commitment to ongoing learning, participating in training sessions to enhance product knowledge and customer service skills.

In the role of a Customer Support Representative at Ivan Travels and Tour, I showcased a dedication to delivering exceptional customer service, resolving issues effectively, and contributing to the overall success of the customer support team.

Education

Cross River state university of technology

Physics, All Ukraine
Higher, from 2014 to 2018 (4 years)

Additional education and certificates

Health and safety course

1year

Knowledge and skills

• Front end developer
• Productivity
• MS Word
• MS PowerPoint
• MS Excel
• Ms
• Data analysis

Language proficiencies

English — fluent

References

Emori Wisdom

Emori Wisdom

Lead generation manager, Ivan Travels And Tours

Additional information

My aim and goals in life, has always been to seek for knowledge in different fields that will make me deliver quality services and proffer solutions to problems. This has enabled me work voluntarily to enable me achieve the necessary experience to establish a good working environment within any work space i find myself