OYINLOLA CYTHNIA
Atlanta,GA
Summary
Seasoned Customer service specialist with 10+ years of experience addressing customer requests and concerns. Expert at providing goal-focused customer service and client management, providing quality service and timely issue resolution. Proficient communicator and detail-oriented customer-driven specialist committed to providing quality service and timely issue resolution. Offering experience in multiple industries, as well as a passion for improving service delivery, enhancing knowledge, and exceeding expectations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Account Manager
Pack ‘N’ Cruise LLC
01.2022 - Current
- Supported annual revenue increase by roughly 40% by researching destinations and provided travel insights on behalf of 900+ clients including details of local climates, attractions, dining options, and prices.
- Provided excellent customer service, including building passenger records, communicating applicable travel charges, and ticket processing
- Mentored clients to create an understanding of their goal and the company's policies to execute their imagined end goal thereby driving increased client referrals
- Managed the planning for international events, including destination weddings in Dubai, UAE, and corporate team-building events in Morocco with a budget of over $40k
- Coordinated with vendors to plan itineraries, including airlines, hotels, cruise companies, car rental companies, and suppliers such as Expedia and Funjet Vacations
- Maintained compliance with current airline rules and regulations, tariffs, services, and other industry requirements
- Led research project on new tourist destinations to enhance company’s marketing strategy, Improving task completion rate, repeat traveler rate, and average booking value of trips
CUSTOMER CARE SPECIALIST
Tuesday Morning
01.2021 - 10.2023
- Managed operations functions for store with 10K annual customers, including recording sales, maintaining deposit log, processing returns, and distributing new hire paperwork
- Achieved store’s target sales metrics bringing in roughly $500K in annual revenue
- Ensured consistent execution of marketing and merchandise presentations
- Collaborated with 5 associates to optimize store layout, improving shopping experience for customers and boosting sales
- Supervised and trained cashier and stockroom associate on communication, sales, and product knowledge, boosting productivity and customer satisfaction.
Customer Relations Associate
Kroger
06.2020 - 07.2021
- Assisted customers, providing product and service recommendations
- Tracked customer preferences to develop advertising ideas
- Provided feedback to Marketing and Product departments on customer requests.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
PROJECT COORDINATOR / ASSISTANT REGISTRAR
University of Lagos
01.2018 - 01.2020
- Supported 9K+ students across 129 programs annually, including organizing comprehensive academic records, issuing transcripts, and ensuring confidentiality for records
- Supervised Secretary, Junior Office Assistant, and Dispatch Clerk
- Planned and coordinated all projects from inception to delivery
- Processed entrance examination results for 12 departments to facilitate admissions decisions and reviewed onboarding requirements
- Introduced new tracking process to reconcile prospective postgraduate students’ CGPAs from other universities, reducing turnover rate of students from outside institutions enrolled in PhD and M.Phil programs from 15% to 9%
- Hosted annual lecture to raise donations for Postgraduate Trust Fund, attracting 3K attendees and bringing in 2.5M Nigerian naira
- Organized Postgraduate Students’ Orientation Program for 5K+ participants
- Facilitated Entrance Examination for 11K participants.
SENIOR ADMINISTRATIVE OFFICER II
University of Lagos
01.2013 - 01.2018
- Provided administrative support for the Dean, Head of Department, and other Senior faculty staff
- Distributed identity cards to 9K+ students and processed annual Entrance Examination results
- Oversaw the planning of school events including orientation program, annual lecture, award, and charity events
- Coordinated and facilitated meetings, conferences, workshops, seminars, and special events within and outside the Department of Private and Property Law
- Managed staff development, underperformance issues and employee relations to adopt consistent, fair and objective decision-making while resolving conflicts among staffs
- Served as secretary to ad-hoc committees constituted by Dean of Faculty of Law.
ADMINISTRATIVE OFFICER II
University of Lagos
01.2013 - 01.2016
- Carried out administrative tasks for Head of Department and other Senior faculty staff
- Coordinated and facilitated meetings, conferences, workshops, seminars, and special events within and outside Department of Private and Property Law
- Managed conflict resolution for staff and students
- Served as secretary to ad-hoc committees constituted by Dean of Faculty of Law.
Education
Master of Science - INDUSTRIAL AND LABOR RELATIONS
University of Lagos
Lagos, NigeriaDIPLOMA - BUSINESS MANAGEMENT
Varsity College
Pretoria, South AfricaBachelor of Arts - EDUCATIONAL MANAGEMENT AND ECONOMICS
University of Ibadan
Ibadan, NigeriaSkills
- Office & Academic Administration
- Business administration & vendor management
- Client relations and client relationship management
- Customer service and customer support
- Data entry & Management
- Employee training & development
- Event management & planning
- Microsoft Office & CRM software
- Project management and sales management
- Cross-selling & Upselling
- Virtual Assistance & Inbound Customer Service
- Active Listening & Interpersonal Skills
Bio
As a Customer Care Specialist in different sectors, I have driven revenue growth by fostering customer loyalty and delivering memorable service. I managed a sales team at Tuesday Morning while driving roughly $500K in annual revenue. Finally, my experience supporting 9K+ postgraduate students at a major university informs my personalized, attentive approach to client services.
Professional Development
- Executive Travel Planning for Virtual Assistants Course, Udemy
- Virtual Assistant Certificate Course, International Association of Professions Career College (IAP)
- Executive Assistant Virtual Course, Eva Academy
Certification
Executive Travel Planning for Virtual Assistants Course – Udemy
Virtual Assistant Certificate Course – International Association of Professions Career College (IAP)
Executive Assistant Virtual Course – Eva Academy
Timeline
Customer Account Manager
Pack ‘N’ Cruise LLC
01.2022 - Current
CUSTOMER CARE SPECIALIST
Tuesday Morning
01.2021 - 10.2023
Customer Relations Associate
Kroger
06.2020 - 07.2021
PROJECT COORDINATOR / ASSISTANT REGISTRAR
University of Lagos
01.2018 - 01.2020
SENIOR ADMINISTRATIVE OFFICER II
University of Lagos
01.2013 - 01.2018
ADMINISTRATIVE OFFICER II
University of Lagos
01.2013 - 01.2016
Master of Science - INDUSTRIAL AND LABOR RELATIONS
University of Lagos
DIPLOMA - BUSINESS MANAGEMENT
Varsity College
Bachelor of Arts - EDUCATIONAL MANAGEMENT AND ECONOMICS
University of Ibadan
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