Gloria Samuel

Managed properties, coordinate inspections and maintainance, electricity and gas top up to ensure smooth running Made researches on new markets and pricing Replied guest queries and provided technical support on Property Management Software (PMS) Added all properties to PMS, created listings on all platforms (Airbnb, Booking.com) and share with tenants Coordinate and Provide support to property cleaners Process refunds and check payouts for Airbnb and Booking.com platforms and report issues to the platforms support Notify tenants for monthly payment, send reminders and guided them through the process Any other task assigned

Made engagement calls to clients (Unit Managers) converted them to active users Made agents and farmers verification calls to ensure credibility Ensured seamless and timely in-house communication processes to supply agents, operations and sales department via company’s communication channels Assisted customers in order placements and navigation on the company’s website Reviewed and provided proved updates about payment, process, up to delivery points Ensured all information for customers and farmers are communicated efficiently Run recovery checks and reminders to field team Received, log, troubleshoot and ensured adequate resolutions to customers and farmers complaints Worked closely with team members, supervisors and line manager to ensure deadlines, KPIs are met, and quality results were achieved

Managed live operations by serving as the main point of contact for active services Improved order fulfilment success rate, assigned agents appropriately, tracked packages from pick up to delivery points In charge of inventory of products in Hub/storage spaces Handled and provided appropriate resolutions to customer accounts and Agents’ issues, escalated where necessary Followed up on customers for feedback which ensured customer retention and improved services Created designs on Canva, uploaded on social media pages for ads purposes Worked closely with colleagues, superiors, and Agents to achieve quality results Took extra mile to discharge duties

Gave outstanding customer service experience to customers both physical and online Recorded sales, took inventory, made requisitions for out-of-stock products and ensured supply at the warehouse at the appropriate time Ensured proper logistics management of staffs, company's vehicles, and efficient product delivery to customers Ensured general smooth running at the office including purchasing stationeries and materials needed at the office Worked closely with product specialists, coordinated sales effort with team members and other departments Managed and run ads on company's social media such as Instagram, WhatsApp for Abuja branch

Trained on customer service, communication skill and Telephone etiquette Went through an On-the-Job Training (OJT) with handling inbound and outbound calls as primary duty Made use of tools like CRM/KYC, Microsoft excel to improve customer relationship and support Passed updated and accurate information to customers Actively listened to and solved customer’s issues with products, network troubleshooting and data plans usage Market products and data bundles which increased sales Improved team player skill and networked with people across different sections in the organization Identified potential weaknesses and offered improvement suggestions which boosted KPI Exercised time management with accurate clock in and out time, also kept Average Handling Time (AHT) in good state