Summary
Overview
Work History
Education
Skills
Languages
Music
Timeline
AssistantManager
OKORO NGOZI

OKORO NGOZI

Balderson,ON

Summary

"An accomplished and goal-driven consultant with over 5 years of experience, renowned for resolving problems, enhancing customer satisfaction, driving operational improvements, and consistently reducing costs while increasing profits, a supportive manager and analytical problem-solver with talents for team building, leadership, and motivation, as well as excellent customer relations and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to impact company success positively. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.

As a hardworking and passionate job seeker with strong organizational skills, eager to secure an entry-level customer service position and help the team achieve company goals. Looking to be part of a professional and dynamic organization and contribute to the best of abilities to the company's progress, as well as personal development."

Overview

11
11
years of professional experience

Work History

Travel Sales Manager

MDS PAVILLION
04.2020 - 01.2022
  • Establishing work plans and objectives
  • Managed approximately 40 incoming calls and emails per day from customers.
  • Coached and mentored junior consultants to constantly meet and exceed monthly sales targets.
  • Applied expert knowledge to guarantee client satisfaction.
  • Enabled efficient client correspondence by maintaining accurate records in CRM.
  • Generated repeat business by escalating and actioning feedback for maximum effect.
  • Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.

Senior Customer Service Consultant

TRAVELSTART NIG
11.2016 - 04.2020
  • General supervision of team members
  • Customers' complaints and conflict resolutions
  • Handling escalation from Team members
  • Managed over 60 calls per day
  • Troubleshot customer service issues with a methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
  • Compilation and forwarding of daily sales and activity reports
  • Flight reservation and ticketing on Amadeus GDS
  • Processing of refund through Amadeus GDS or BSP
  • Issuance of ticketing, revalidation, and reissue (unused and partly used) as well as assisting team members when stuck
  • Help customers understand the products sold and their itinerary
  • Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from either miscommunication or lack of proper understanding, protecting company reputation and every client base
  • Attention to details
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.

Ticketing and Reservation Officer

Discovery Travels And Tours, VGC
01.2011 - 01.2016
  • Answered up to 30 incoming phone calls per day and developed a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
  • Flight reservation and ticketing on Amadeus
  • Processing of refund through Amadeus GDS or BSP
  • Issuance of ticketing, revalidation, and reissue (unused and partly used)
  • Planning of travel time and routes for customers
  • Performing outstanding duties to meet client expectations
  • Maintaining sales and commission analysis register
  • General support for accounting, filing, and administration department
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs
  • Informed clients of essential travel information, such as travel times, transportation connections,medical and visa requirements to facilitate quality service
  • Provided a high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills
  • Self-motivated, with a strong sense of personal responsibility.

Customer Support Executive

Cross and Churchill Estate Group
01.2012 - 05.2012
  • Handled complaints calmly and diplomatically, organizing refunds or replacements as required.
  • Fulfilled sales and service KPIs through consultative selling and genuine customer engagement.
  • Delivered exceptional service through proactive problem-solving and tailored product offerings.
  • Responded to calls and web chats within target timeframes, handling up to 15 calls per hour.

Education

High School Diploma -

Humber College
Toronto, ON
05.2025

Diploma - Foundation in Tourism And Travel Management

Landover Aviation Business School
LAGOS
05.2019

Bachelor of Science - ECONOMICS

Enugu State University of Science And Technology
ENUGU
06.2012

Skills

  • CRM system tools
  • Customer Relations
  • Teamwork and Collaboration
  • Organization
  • Attention to Detail
  • Calm Under Pressure
  • Trained in Basic first aid and CPR

Languages

English
Professional Working

Music

Music is my therapy. It elevates my state of consciousness, changes my mood, lowers my stress levels, and calms my mind. It makes me a more happy and cheery person!

Timeline

Travel Sales Manager

MDS PAVILLION
04.2020 - 01.2022

Senior Customer Service Consultant

TRAVELSTART NIG
11.2016 - 04.2020

Customer Support Executive

Cross and Churchill Estate Group
01.2012 - 05.2012

Ticketing and Reservation Officer

Discovery Travels And Tours, VGC
01.2011 - 01.2016

High School Diploma -

Humber College

Diploma - Foundation in Tourism And Travel Management

Landover Aviation Business School

Bachelor of Science - ECONOMICS

Enugu State University of Science And Technology

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