Nicole Okpala

Organised team schedules, set up virtual appointments, and coordinated meetings. Oversaw front desk activities, including virtual check-in processes and responding to guest inquiries via email. Addressed and resolved guest concerns or issues promptly and effectively. Collaborated remotely with other departments to improve overall guest satisfaction, using Salesforce for customer interaction tracking

Monitored key performance indicators (KPIs) related to customer satisfaction and service delivery. Tracked client feedback and organised records, providing insights to enhance our customer experience. Created and launched a loyalty program that increased customer retention rate by 10%. Managed the resolution of customer complaints, ensuring quick and positive outcomes using Zendesk.

Managed and trained a team of over 15 staff. Used IT tools to fast track operations, including booking systems and customer databases. Developed strategies for improving customer service, resulting in a 15% increase in positive customer reviews, using Zoho CRM to track customer interactions.

Motivated and improved the customer service department. Prepared regular reports and presentations that highlighted customer. feedback trends and helped drive service improvements. Responded swiftly to guest complaints/queries. Led front desk administrative tasks, including scheduling, call management, and guest check-ins.