Customer Service Delivery

VERA BASIL

Phonel:+234**********, +234**********

Email:***********@*****.***,Linkedinurl:https://www.linkedin.com/in/vera-basil-6379b1344/ Address:5, Sunday Shonola Street, Beesam BusStop Mafoluku Oshodi, Lagos. PROFESSIONAL SUMMARY

Dynamic customer service professional with 15+years of demonstrated excellence across aviation, hospitality,andbusinesssectors.Knownfordeliveringexceptionalguestexperiencesthroughpersonalized attentionandculturalsensitivity.Proventrackrecordinbuildingcustomerloyalty,managingcomplexservice operations,andtrainingserviceteams.MultilingualprofessionalfluentinEnglish,Hausa,Igbo,andYoruba, enabling effective communication across diverse customer bases. CORE COMPETENCIES

●Customer Experience Management

●Conflict Resolution & Problem-Solving

●Cross-Cultural Communication

●Team Leadership & Training

●Service Quality Assurance

●Crisis Management

●Brand Ambassador

●Revenue Generation

PROFESSIONAL EXPERIENCE

Coach, CVM Field Agents

MultiChoice, Nigeria (Remote) January 2025 - Present

● Recruit, train, and mentor field agents to excel in customer value management within assigned territories.

● Strategize and execute bulk subscription deals, night reconnection initiatives, and bar activation campaigns.

● Consistently achieve and exceed daily, weekly, and monthly performance targets. Cabin Crew Management

Arik Air March 2024 - Present

● Oversee cabin service delivery and ensure compliance with aviation service standards

● Lead cabin crew teams to deliver premium customer service to 200+ passengers daily

● Maintain 98% passenger satisfaction rates through excellent service delivery

● Conduct pre-flight briefings and coordinate service strategies with cabin crew

● Ensure seamless coordination between ground operations and in-flight service Facility/Afrikitchen Brand Manager

Aviators Cooperative Lodge July 2020 - February 2024

● Oversaw daily operations of a 100+ capacity facility, maintaining 95% customer satisfaction

● Developed and implemented customer service protocols that reduced complaints by 40%

● Led a team of 15 staff members, providing regular training on service excellence

● Created and executed marketing strategies that increased facility utilization by 35%

● Established relationships with corporate clients, resulting in 25% revenue growth Programs Producer & TV Presenter

African Christian Broadcasting Network May 2015 - June 2020

● Produced viewer-focused content reaching 100,000+ audience members

● Managed viewer relations and feedback, maintaining 4.8/5 audience satisfaction rating

● Developed and hosted interactive programs that increased viewer engagement by 45%

● Coordinated with production team to ensure high-quality broadcast delivery

● Created engaging content that resulted in 30% increase in viewership Business Development Manager

Logic Bites January 2011 - April 2015

● Managed portfolio of 50+ key accounts with focus on customer relationship building

● Achieved 40% increase in customer retention through personalized service strategies

● Implemented customer feedback system that improved service delivery by 25%

● Trained and mentored team of 5 account managers in customer service best practices

● Generated 45% revenue growth through excellent customer relationship management Contract Staff

Lagos State Internal Revenue May 2006 - December 2010

● Served 100+ taxpayers daily, providing clear guidance on revenue-related matters

● Maintained 96% accuracy rate in customer documentation and data entry

● Resolved complex customer inquiries while ensuring compliance with state regulations

● Received recognition for exceptional customer service performance

● Contributed to 30% improvement in customer satisfaction metrics EDUCATION & PROFESSIONAL DEVELOPMENT

Wolex Polytechnic Lagos State

Mass Communication (National Diploma) April 2005 - August 2007

● Specialized in Public Relations and Customer Communications

● Completed practical training in stakeholder management Javi Aviation

Cabin Crew Initial Training February - March, 2004

● Certified in passenger safety and emergency procedures

● Advanced customer service training

● Conflict resolution and problem-solving certification Mount Olives Secondary School

Senior School Certificate Examination (SSCE) September 1990 - July 1994 PROFESSIONAL CERTIFICATIONS & MEMBERSHIPS

Women in Aviation June 2019 - Present

● Active member participating in customer service workshops and industry forums International Chamber of Commerce Trade and Industry (ICCI) May 2020 - Present

● Certified in International Customer Service Standards Chefs Connect October 2020 - Present

● Specialized in customer experience in hospitality sector DTI Training Certification March 2022 - November 2023

● Advanced Customer Service Management

● Leadership in Service Excellence

ADDITIONAL SKILLS

●Proficient in Customer Relationship Management (CRM) systems

●Expert in handling VIP and high-value customers

●Advanced problem-resolution techniques

●Crisis management and emergency response

●Cultural sensitivity and diversity awareness

●Event planning and coordination

●Revenue management and upselling techniques

ACHIEVEMENTS

● Received "Customer Service Excellence Award" at Arik Air (2024)

● Recognized as "Best Brand Ambassador" at Aviators Cooperative Lodge (2021)

● Achieved highest customer satisfaction ratings for three consecutive quarters at Logic Bites

● Featured in industry publication for innovative customer service approaches

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