Customer Service Front Office
Resume:
CECILIA S GODDARD-NJIE
Owings Mills, MD, 21117
Phone: +1-443-***-****
E-mail: **********@*****.***
Professional Summary:
With 25 years of experience in the hospitality industry, I proudly owned and operated Teelay World Travel for six years, successfully serving over 75 individual and corporate clients. My background includes supervisory roles at the Sheraton Hotel in Sweden and the CVS Store in Maryland and customer service at WSI and Business Processes & Automation Services. I am dedicated to enhancing customer satisfaction and supporting business growth, excelling in service quality, communication, and building client loyalty across diverse cultural contexts in the UK, Sweden, the US, and The Gambia.
Personal Details
Nationality: US Citizen
Sex: Female
Marital status: Married
Education:
- Certificate In Blended Learning – Athabasca University, 2020
- Diploma in Customer Service – ALISON, 2014
- Real Estate Agent Certificate – American School of Real Estate Express, 2014
- Certified Personal Trainer – America Fitness Institute, 2013
- Career Diploma in Travel and Tourism – Penn Foster Career School, 2011
- Associate Degree in Tourism and Cultural Analysis – Umea University, Sweden, 2009–2010
Training and Professional Development:
- Training of Trainers Course: Business Formation and Entrepreneurship Skills (OIC = TVET)
- GIZ Entrepreneurship Program: Fostering entrepreneurial ventures
- GIZ Design Thinking: Innovative problem-solving
- Customer Service Training: Expertise in English and Swedish
- Aviation Training: Passenger services at Baltimore Washington Airport
- Passenger Service Training: British Airways
- Jet Bridge Operator Training: Safe boarding processes
Personal Qualities:
- Self-Motivated: Committed to growth
- Creative Thinker: Solutions-oriented
- Adaptable: Thrives in dynamic environments
- Detail-Oriented: Focused on quality
- Organized and Dedicated: Effective multitasker
- Confident Communicator: Strong interpersonal skills
Key Skills:
- Effective communication and customer relations
- Complaint resolution
- Proficient in Microsoft Office
- Sales lead prospecting
- Strong attention to detail
Professional Experiences:
TEELAY WORLD TRAVEL, Owner / Agent July 2012 – Present
- Plan and book customized travel experiences for leisure and business clients
- Handle end-to-end travel arrangements: flights, hotels, visas, and itineraries
- Ensure top-tier customer service through phone, email, and face-to-face interaction
- Maintain organized client records and resolve customer complaints efficiently
WSI, WFH, Maryland, Customer Service Agent, Feb 2022– Feb 2025
- Resolved client inquiries and maintained detailed service records
- Enhanced engagement strategies to improve satisfaction ratings
- Provided onboard training to new team members
MEETING POINT INTERNATIONAL, Commercial Manager Feb 2019 – Mar 2020
- Monitored profitability and ensured accurate alignment of sales data
- Managed client bookings, cancellations, and financial reconciliations
- Communicated with hotels, suppliers, and airline partners
CVS Pharmacy– Bowie, Maryland, USA Shift Supervisor Feb 2017 – Nov 2017
- Managed store operations, including cash handling and customer support
- Trained team members and addressed escalated complaints
- Maintained a clean and friendly shopping environment
British Airways, Baltimore, Maryland, Customer/Passenger Service Agent Apr 2014 – Oct 2016
- Supported passengers during check-in, boarding, and post-flight services
- Operated jet bridge and handled special assistance requests
- Maintained high safety and customer service standards
Activities and Interests:
Self-starter with problem-solving skills and a passion for customer satisfaction. Enjoy working out, travelling, and leading spinning/aerobics classes. Fluent in English, Wollof, and Swedish.
References:
1.Pierre Tamba – District Manager Waffle House Tel: +1-704-***-**** Email: *********@*****.***
2.Theresa Goddard – Financial Manager Tel: +1-443-***-**** Email: ******@*****.***
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