Open To Work
Julliet Ofunja
Doha
Summary
Customer Experience Specialist with 7+ years’ success across Qatar’s telecom, retail, and hospitality sectors. Proven ability to turn service into revenue, achieve 95%+ retention, and deliver exceptional brand experiences. Skilled in strategic upselling, loyalty building, and market-savvy engagement. Seeking a senior role to drive customer satisfaction and business growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Service Agent
Qatar Airways/QAS
01.2023 - Current
- Delivered exceptional customer service to international passengers, ensuring a smooth and positive travel experience aligned with premium airline standards.
- Handled high-volume inquiries, bookings, and ticketing with accuracy while maintaining professionalism under pressure.
- Resolved customer complaints efficiently, applying problem-solving skills to achieve satisfactory outcomes and retain customer loyalty.
- Assisted passengers with check-in procedures, baggage handling, and boarding processes in compliance with aviation regulations.
- Communicated effectively with diverse customers from different cultural backgrounds, demonstrating strong interpersonal and language skills.
- Collaborated with cross-functional airport teams to ensure on-time departures and seamless operational flow.
Senior Customer Experience Specialist
Vodafone
01.2022 - 12.2022
- Developed and implemented strategies to enhance customer satisfaction, resulting in a 15% increase in positive feedback.
- Conducted regular training sessions for team members on best practices in customer service and engagement.
- Analyzed customer feedback and data to identify trends and areas for improvement, which informed service enhancements.
- Collaborated with cross-functional teams to design and launch customer-focused initiatives that boosted retention rates.
- Monitored key performance indicators related to customer experience, providing insights for strategic decision-making.
- Resolved complex customer issues effectively, achieving a 90% resolution rate on the first contact.
Premium Retail Sales Specialist
LandMark Group Centre Point
01.2020 - 11.2021
- Developed and maintained strong customer relationships to enhance brand loyalty and drive repeat sales.
- Utilized point-of-sale systems to process transactions efficiently while ensuring data accuracy and security.
- Collaborated with team members to create an engaging shopping experience, resulting in a 20% increase in customer satisfaction scores.
- Conducted product demonstrations and provided tailored recommendations to meet individual customer needs and preferences.
- Engaged in continuous learning about product updates and industry trends to provide informed advice to customers.
- Assisted in the planning and execution of in-store events to promote new product launches and drive foot traffic.
International Customer Service Manager
DynCorp International
01.2018 - 12.2019
- Supervised a team of food service workers, ensuring adherence to safety and hygiene standards to maintain a clean and efficient work environment.
- Developed and implemented training programs for new staff, enhancing service quality and operational efficiency.
- Monitored inventory levels and ordered supplies as needed, reducing waste and optimizing inventory management.
- Coordinated schedules and delegated tasks effectively to ensure optimal staff coverage during peak hours.
- Resolved customer complaints promptly and professionally, enhancing overall customer satisfaction and loyalty.
Education
Diploma - Violence Against Women Migrant Workers
United Nations Training Campus
Doha, Qatar01-2026
Associate's Degree - Aviation management and Airport Operations
Qatar Airways & QAS Training Institute
Doha, Qatar01-2026
Diploma - Administrative and Procedures
Alison Institute
DOHA, Qatar01-2026
Diploma - Flight Operations Coordinator
Reed Institute
Doha, Qatar01-2024
Diploma - Servesafe Certification
American National Standards Institute
Georgia, United States01-2023
Certificate - Advanced Customer Service Specialist
Corporate Staffing Services
Nairobi, Kenya01-2021
Certificate - Leadership and management
Disasterready.org
Nairobi, Kenya01-2020
Certificate - Computer Systems & Digital Tools
Fourth Dimension Computer College
Nairobi, Kenya01-2017
Skills
- Customer Feedback Analysis Expert
- Training and Development Expert
- Time Management Expert
- Adaptability Expert
- Customer Engagement Expert
- Attention to Detail Expert
- Operational Efficiency Expert
- Conflict Resolution Expert
- Customer Relationship Management Expert
- Problem Solving Expert
- VIP client handling Advanced
- Complaint resolution Expert
- Consultative selling Advanced
- Cross-selling and upselling Advanced
- Qatar market knowledge Advanced
- CRM systems (Salesforce, Dynamics) Advanced
- Team leadership Expert
- Customer onboarding Expert
Certification
- Effective Customer Service Representation
- ALTEA Initial Training
- Cyber Security Awareness
- Dangerous Goods Handling
- Passenger handling
- Aviation Security Threat Receipt
- Handling Passengers with Disabilities
- Code of Ethics
- Occupational Health and Safety Induction
- Airside Safety Awareness
- General Security Awareness
Languages
English Native
Arabic Fluent
Swahili Native
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridOn-SiteRemoteSalary Range
€45000/yr - €200000/yrTimeline
Senior Customer Service Agent
Qatar Airways/QAS
01.2023 - Current
Senior Customer Experience Specialist
Vodafone
01.2022 - 12.2022
Premium Retail Sales Specialist
LandMark Group Centre Point
01.2020 - 11.2021
International Customer Service Manager
DynCorp International
01.2018 - 12.2019
Associate's Degree - Aviation management and Airport Operations
Qatar Airways & QAS Training Institute
Diploma - Administrative and Procedures
Alison Institute
Diploma - Flight Operations Coordinator
Reed Institute
Diploma - Servesafe Certification
American National Standards Institute
Certificate - Advanced Customer Service Specialist
Corporate Staffing Services
Certificate - Leadership and management
Disasterready.org
Certificate - Computer Systems & Digital Tools
Fourth Dimension Computer College
Diploma - Violence Against Women Migrant Workers
United Nations Training Campus