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