ERICA OKOLIE
Dubai
Summary
Dynamic and customer-focused professional with over 4 years of experience in front desk management, HR support, and client engagement in the fast-paced, multicultural environment of Dubai. Skilled in managing day-to-day operations, supporting HR functions, and creating positive client experiences, with a proven ability to adapt to diverse settings. Adaptable to diverse work environments, equipped to bring value in an international market through strong organizational skills, customer service expertise, and a proactive approach to client engagement, fostering growth and success across varied settings.
A Professional with experience in managing front desk operations and ensuring smooth administrative processes. Known for strong communication skills, ability to handle high-pressure environments, and providing exceptional customer service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Front Desk Executive & Customer Service
Juice Beauty Salon And Hommage Atelier Barbershop - OMORFIA Group Of Companies
DIFC, Dubai
01.2022 - Current
- Serve as the first point of contact, handling client inquiries, booking appointments, and ensuring a friendly and professional atmosphere
- Responsible for appointment scheduling, follow-ups, and creating promotional offers, enhancing client engagement and retention
- Conduct inventory management and monthly ordering, maintaining adequate stock levels for smooth operations
- Provide support to the manager and supervise daily operations in the manager's absence, ensuring business continuity
- Proactively research and implement strategies to increase client footfall and drive revenue growth through tailored promotional activities
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Conducted regular inventory audits of office supplies, maintaining stock levels as needed.
- Supported the training of new front desk staff members, sharing best practices for excellent service delivery.
- Maintained an organized workspace to optimize productivity and improve overall guest experience.
- Prepared reports on guest satisfaction levels and other metrics.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Assisted guests with reservation modifications, cancellations, and special requests.
- Handled confidential information securely by adhering to data privacy regulations and company protocols.
- Managed high call volumes, addressing inquiries and directing calls to appropriate departments.
HR Assistant & Front Desk Manager
Revive Aesthetic Spa
Palm Jumeirah, Dubai
12.2020 - 12.2021
- Assisted in recruitment processes, including candidate sourcing, scheduling interviews, and supporting the onboarding process for new hires
- Provided exceptional client service, handling inquiries and assisting clients with bookings and appointments using Fresha, Zenoti, and Xero systems
- Supported daily operational activities, including staff scheduling, client management, and handling checkouts
- Ensured a welcoming and efficient environment in line with the company's standards, consistently meeting client expectations and operational targets
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
Receptionist
Moktar Miah Service Provider
Ajman
03.2020 - 11.2020
- Acted as the primary point of contact for clients, welcoming guests, managing inquiries, and maintaining an organized reception area
- Managed appointment scheduling and assisted with day-to-day office activities, providing reliable support to maintain smooth operations
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Education
Bachelor of Arts - Theology
Imo State University
Owerri, Imo State01.2016
Skills
- Client Management
- Microsoft Office Skills
- Problem-solving skills
- Cash handling
- Office management
- Clerical duties
- Reception expertise
- Telephone and email etiquette
- Verbal and written communication
- Check-in and Check-out procedures
- Hospitality services
- Credit and cash payments
- Front desk supplies management
- Administrative skills
- Scheduling and calendar management
- Oral and written communications
- Documentation and reporting
- Staff supervision
- Administrative support
- POS system operation
- Sales and upselling
- Confirmations and cancellations
- Marketing and promotions
- Upselling and cross selling
EXPERIENCE
Admin | Customer Service | HR Assistant | Supervisor
Certification
- Diploma in Human Resources Management
- Diploma in Desktop Publishing and computer studies
Accomplishments
- Boosted Client Footfall, Increased client footfall by 20% within 3 months through tailored promotional activities.
- Basic Knowledge of SAP integration for product Inventory
- Knowledge of TJB, DSR daily report system
- Knowledge of Zenoti, Fresha, Xero booking system
- Established lasting relationships with clients through networking and promotional messages which increased company business by 70%.
Languages
English
Timeline
Front Desk Executive & Customer Service
Juice Beauty Salon And Hommage Atelier Barbershop - OMORFIA Group Of Companies
01.2022 - Current
HR Assistant & Front Desk Manager
Revive Aesthetic Spa
12.2020 - 12.2021
Receptionist
Moktar Miah Service Provider
03.2020 - 11.2020
Bachelor of Arts - Theology
Imo State University