WILSON ODINI
Dubai
Summary
Adaptable Customer Care Executive identifies and quickly resolves customer care issues. Exceptional organizational skills that works a flexible schedule.
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Experienced and proactive professional offering many years of progressive warehouse settings serving industry needs. Talented in overseeing cost control, loss prevention, and labor management initiatives to streamline and enhance operations. Decisive planner with good communication and problem-solving abilities.
Accomplished industry leader offering many years of management expertise including staff training and development, performance evaluation, and continuous improvement. Focused and efficient with proficiency in financial reporting and budget adherence. Demonstrated success in evaluating P&L to achieve targets.
Overview
7
7
years of professional experience
Work History
HEAD CUSTOMER CARE EXECUTIVE
Flavors Grill Dubai
Dubai
03.2020 - Current
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Kept ahead of industry developments and applied best practices to areas of improvement.
- Trained new staff on company customer service policies and procedures.
- Enhanced customer service delivery by implementing feedback received from customer surveys.
- Negotiated contracts with vendors to secure favorable terms and pricing.
Call Center Representative
Hawthorn Suites by Wyndham
Abuja
01.2018 - 01.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Offered resolutions to de-escalate calls and solve customer issues.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Contacted customers about potential service upgrades, new services and account changes.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Education
Master of Science - Defense And Strategic Studies
Nigerian Defense Academy
Nigeria 09-2019
Bachelor of Science - Intelligence And Security Studies
AFE BABALOLA UNIVERSITY
Nigeria 09-2017
Skills
- Procedure optimization
- Customer response
- Employee monitoring
- Customer support
- Documentation and reporting
- True problem-solver
- Performance improvement
- Staff training
- Customer service background
- Data entry
- Well-organized
- Excellent problem-solving skills
Languages
English
First Language
English
Proficient (C2)
C2
Arabic
Intermediate (B1)
B1
References
References available upon request.
Timeline
HEAD CUSTOMER CARE EXECUTIVE
Flavors Grill Dubai
03.2020 - Current
Call Center Representative
Hawthorn Suites by Wyndham
01.2018 - 01.2019
Master of Science - Defense And Strategic Studies
Nigerian Defense Academy
Bachelor of Science - Intelligence And Security Studies
AFE BABALOLA UNIVERSITY