Stella Okafor
Houston,TX
Summary
Reliable and upbeat excellent customer service agent successfully promotes customer loyalty and satisfaction through consultative techniques and diligent attention to individual needs. Knowledgeable about the hospitality industry and payment processing. Dedicated and dependable relationship-builder with excellent organizational strengths and superior work ethic. Honest, enthusiastic, and professional partner. Skilled in Word, PowerPoint, Excel, Outlook, and more. Motivated to learn, grow, and excel in new technology and program updates.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Beauty Empire (On-Site) Full Time
06.2024 - Current
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to a team of 20, efforts by accomplishing related results as needed
- Established large amounts of incoming calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication Provide accurate, valid, and complete information by using right methods/tools
- Meet personal/team sales targets and call-handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Go extra mile to engage customers
- Resolve customer complaints via phone, email, mail, or social media
- Use telephones to reach out to customers and satisfy their needs
Airbnb Rental Host
Jubella Guest House (Remote) Part Time
02.2017 - Current
- Customized guest home in accordance with luxury and quality standards, continuously surpassing guest expectations.
- Communicated with international guests in Spanish and English, translating property features and amenities.
- Accommodated last minute requests to address needs of guests, achieving top guest satisfaction and repeat business.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Monitored social media and online sources for industry trends.
- Sanitized toilets, sinks, showers, kitchen surfaces and other high-traffic home fixtures to impeccable standards.
- Consistent 5-Star rating from over 186 guests and Superhost status for duration of operation based upon accuracy of description, check-in process, cleanliness, communication, etc.
- 100% Response Rate.
Admin/ Marketing Manager
Huios Consulting and Travel (On-Site) Full Time
08.2012 - 02.2017
- Meeting with clients: To determine their travel needs, preferences, and budget
- Advising clients: On destinations, cultures, customs, weather, activities, and best travel options
- Planning itineraries: That meet clients' requests and budgets
- Booking travel arrangements: Including flights, hotels, car rentals, tours, and activities
- Selling and coordinating travel services: Such as transportation, accommodations, insurance, and other travel services
- Following up with clients: About their travel plans and making adjustments as needed
- Providing information to 30 travelers, such as brochures, publications, guides, local customs, maps, regulations, and events
- Handling client concerns: Answering emails and 50 calls per day and resolving complaints
Business Development Manager
Exxcel Energy Oil & Gas Ltd (On-Site) Full Time
07.2009 - 10.2012
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Managed a diverse portfolio of accounts, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
- Represented thecompany and promoted products at conferences and industry events.
- Established relationships with key decision-makers within the customer's organization to promote growth and retention.
- Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
- Monitored market trends and competitor activities to identify areas of potential opportunity.
- Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
- Implemented systems and procedures to increase sales
Operations Manager
Lismat Petrpleaum and Gas Ltd
Lagos, Lagos
01.2007 - 12.2009
- Supervised 15 operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered 15 employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- I developed and implemented strategies to maximize customer satisfaction.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow.
- I maintained relationships with 20 external vendors and suppliers.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Education
HND (BSc Equivalent) - Mass Communication
Institute of Management And Technology
Enugu, Nigeria 12.2000
Master Of Business Administration - Marketing
Ladoke Akintola University of Technology
Ogbomosho, Nigeria 04.2012
Skills
- Improvement plans
- Self- motivated
- Co-hosting
- Listing properties on Airbnb and other Apps
- Content Creation
- Time management
- Calendar management
- Cultural sensitivity
- Individualized support
- Decision making
- Excellent Communication
- Accurate Information
- Immaculate Space:
- Respect privacy
- Responsive to guest complaints
- Problem solving
- Fluent in English
- Room service management/Office reception
- Multi-tasking
- Critical thinking
- Activity planning
Certification
Foundations of Project Management,
Project Planning: Putting It All Together,
Agile Project Management,
Project Initiation: Starting a Successful Project.
Project Execution: Running the Project
Accomplishments
As a seasoned Marketing Manager and entrepreneur with over two decades of rich and diverse experience, I have passionately driven comprehensive projects across industries such as Oil and Gas, Real Estate, Hospitality, and Travel. My journey has been marked by a relentless commitment to excellence, steering complex projects from inception to successful completion.
Co-founding and managing two thriving businesses in South Africa's Hospitality and Travel sectors as Managing Director has been one of my proudest achievements. My passion for Airbnb hosting, hospitality, and travel shines through in every endeavor I undertake.
I pride myself on delivering outstanding customer service, fostering strong leadership, and building cohesive, high-performing teams. My knack for communication, problem-solving, delegation, and team-building ensures seamless and memorable customer experiences.
At the heart of my work is an unwavering dedication to safeguarding customer privacy, upholding integrity, and making data-driven decisions. These principles are the cornerstone of my approach to hospitality management, where creating exceptional experiences is my ultimate goal.
I am excited about the challenges and opportunities that lie ahead and am eager to make meaningful contributions to future projects, driving success and innovation every step of the way.
Timeline
Customer Service Representative
Beauty Empire (On-Site) Full Time
06.2024 - Current
Airbnb Rental Host
Jubella Guest House (Remote) Part Time
02.2017 - Current
Admin/ Marketing Manager
Huios Consulting and Travel (On-Site) Full Time
08.2012 - 02.2017
Business Development Manager
Exxcel Energy Oil & Gas Ltd (On-Site) Full Time
07.2009 - 10.2012
Operations Manager
Lismat Petrpleaum and Gas Ltd
01.2007 - 12.2009
HND (BSc Equivalent) - Mass Communication
Institute of Management And Technology
Master Of Business Administration - Marketing
Ladoke Akintola University of Technology
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