Eme Affiah
Isolo, Lagos
Summary
My objective as a seasoned Customer Service Representative with four years of dedicated experience, is to leverage my proven skills in communication, problem-solving, and customer relationship management to contribute effectively to a dynamic organization. Seeking a position where I can utilize my extensive knowledge of customer service best practices to enhance customer satisfaction, build lasting relationships, and drive operational excellence.
Overview
6
6
years of professional experience
1
1
Certification
Work History
FOUNDER
BRUISED HEELS INITIATIVE
11.2023 - Current
- Founded and launched the Bruised Heels Initiative with the goal of supporting and advocating for children with disabilities.
- Collaborate with experts, stakeholders, and community members to foster impactful perspectives through sensitization exercises.
- Design and implement programs tailored to the needs of these children,
- Advocate for the rights and inclusion of children with disabilities within the community.
- Establish partnerships with schools to expand outreach and impact.
Customer Service Representative
Ibom Airlines Limited
09.2021 - Current
- Warmly welcome and navigate passengers directly to the check-in counter, where their baggage will be weighed and taken for screening, while in the case of passengers with no baggage, check in such passengers directly on the mobile tablet
- Check-in passengers on scheduled flights in accordance with SOP standards and procedures
- Accurately board checked in passengers on scheduled flights to ensure on-time departure
- Supervise handling of passenger's bags by SAHCOL by coordinating the loading and offloading of priority bags, offloading of unaccompanied bags and verifying expected number of bags loaded on the flight.
- Assist passengers with ticket buying, rescheduling, rerouting and opening in accordance with the SOP.
Business Owner/Brand Manager
KokoFit
01.2021 - Current
- Founded an online business which provides comfortable, affordable Underwear and Loungewears inclusive of all sizes and gender
- Create advertisements that drive sales
- Develop strategies and managing all forms of communication with customers
- Ensure customer satisfaction by listening and resolving complaints while sustaining a healthy relationship
- Manage budgets and analyzing success of marketing campaigns.
Executive Assistant to the Chairman
CRS Carnival Commission
01.2020 - 09.2022
- Liaise with local and International Ticketing agents for flight itineraries
- Receive International delegates, dignitaries and Ambassadors on arrival
- Give progressive report of the welfare of International guests (Accommodation and local transportation)
- Confirm return tickets for departure.
Media Production Assistant
Corart Ventures Limited
01.2020 - 12.2020
- Assist video editor with subtitles for programs, double check spellings and name tags
- Voice audio jingles and announcements
- Transcribe scripts into the teleprompter for video productions
- Write reports from video coverages for script development
- Carry out research on topics for programs and write scripts for the production.
Retention Executive
MultiChoice Nigeria
10.2018 - 10.2019
- Listening attentively to challenges faced by customers; accurately compiling and escalating all of which threaten their satisfaction while still meeting and exceeding the daily target of ninety(90) calls
- Customer retention and assistance with subscriptions, error codes, offers and promotions.
Education
BSc (Hons.) Media and Communications Study -
Afe Babalola University Ado-Ekiti
01.2018
West African Senior School Certificate Examination (WASSCE) -
Achievers High School
01.2015
Skills
- Team Leadership
- Strategic Thinking
- Marketing
- Entrepreneurial and Innovative
- Client Management
- Active Listening
Certification
- Introduction to Ibom Air Customer Service - 10/01/21
- AVSEC AWARENESS COURSE - 10/01/21
- Introduction Course To Baggage Handling and Ramp Safety Management - 09/01/21
- Introduction Course To Airport Ground Operations Training - 09/01/21
- Videcom Airlines Reservations Systems And Airport Departure Control Training - 09/01/21-10/01/21
- Dangerous Goods and Awareness Course Initial (CAT.9) - 09/01/21
Key Qualifications
- Active listening
- Leadership
- Communication
- Customer service
- Commercial awareness
- Problem solving
- Time management
- Multitasking
- Research
References
- Mr. Gabe Onah, Chairman, Cross River State Carnival Commission, 08037133211
- Mrs. Eyoanwan Obaja, Customer Value Management Supervisor, MultiChoice Nigeria, 08028381552
- Miss Mfon Ankoh, Customer Service Representative Supervisor, Ibom Airlines Limited, 07066789934
Timeline
FOUNDER
BRUISED HEELS INITIATIVE
11.2023 - Current
Customer Service Representative
Ibom Airlines Limited
09.2021 - Current
Business Owner/Brand Manager
KokoFit
01.2021 - Current
Executive Assistant to the Chairman
CRS Carnival Commission
01.2020 - 09.2022
Media Production Assistant
Corart Ventures Limited
01.2020 - 12.2020
Retention Executive
MultiChoice Nigeria
10.2018 - 10.2019
BSc (Hons.) Media and Communications Study -
Afe Babalola University Ado-Ekiti
West African Senior School Certificate Examination (WASSCE) -
Achievers High School
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