Aviation Customer Service Professional

IFEYINWA OMOLEME

*** ********** ***** ********, ******, L9K1T1 289-***-**** ***********@*****.***

Career Summary

Motivated and service driven professional with a strong background in customer service. I offer a proven record of professionalism and a dedication to deliver high-quality work, with exceptional organizational skills, attention to detail, and outstanding support to clients. I am eager to secure a challenging role as customer service personnel where I can leverage my strong communication skills and problem-solving expertise to surpass customer expectations. Skills Summary

• Excellent customer service skills including empathy and concern.

• Relationship-building and leadership abilities in team orientated environment.

• Organized and highly attentive.

• Strong communication skills both written and oral with the ability to learn quickly and follow directions.

• 14+ years of customer service experience.

• Disciplined and self-motivated with the ability to efficiently work with minimal supervision.

• Passionate about client satisfaction and retention

• Ability to prioritize tasks effectively

• Keen interest in learning and applying new technologies to enhance operations

• Technically proficient with all but not limited to Salesforce, Tableau, Phoenix, Matrix, Excel and Microsoft.

Professional Experience

Customer Service Representative, Skylogistics Limited (GSA Delta Air Lines) 2007-2021

• Managed high-volume incoming calls and customer service inquiries in a fast-paced environment

• Troubleshoot customer issues and implement effective solutions, escalating unresolved matters to appropriate team members.

• Quickly adapted to and efficiently utilized a new software device within one month of training, demonstrating strong learning and technical skills.

• Managed client's itinerary and provided personalized travel services to VIP clients.

• Consolidating monthly reports on ticket payments.

• Managed portfolio of corporate clients in Nigeria oil & gas community.

• Managed the VIP desk and increased revenue by over 32% within a year.

• Supervised the Reservation & Ticketing team and handled escalations.

• Resolved customer complaints through the Customer Report Management Document

(CRMD).

• Processed passenger transaction through the Delta Term ticket issuing system to book flights and issue tickets.

• Maintained knowledge of fares, travel schedules, as well as airport facilities available to customers.

• Assisted marketing efforts by providing information about products and services offered.

• Handled inquiries and complaints via email, phone calls and in-person to ensure a wholesome travel experience.

• Maintained knowledge of special services such as service animals, wheelchairs, special meal requests and so on.

Sales Executive (Team Lead) SkyLogistics Limited (GSA Delta Air Lines Inc.) 2022-2025

• Managing key accounts, agency and direct sales

• Develop sales strategy to increase revenue and brand loyalty

• Confidently building a rapport with travel agencies to improve sales relationship

• Resolve complaint and maintain brand engagement

• Negotiate new contracts and renewals

• Forecasting airline market shares in the Nigeria market and determinants

• Developing solutions to sales deficiency

• Building framework for sales accelerating products Technical Customer Service Representative (Foundever) Remote 2026-Current

• Deliver empathetic, professional support that reflects the TurboTax brand—personalize, reassure, and leave customers confident they can file.

• Help customers via phone, chat, or video with downloading, login, navigation, importing docs, printing/filing, and basic tax questions—walk them through the product step by step.

• Troubleshoot technical glitches (connectivity, install errors, browser quirks), diagnose, test fixes, and escalate when needed; document each interaction clearly.

• Keep records updated, share feedback for product improvement, and stay current on software updates and tax law basics.

• Use government sites and TurboTax toolkits to research answers quickly, then explain tax terms and calculations in plain language.

• Follow-up with customers to ensure that issues have been resolved to their satisfaction. Education & Certifications

• Masters in Strategic Human Resources 2017

• Bsc (Hons) Biochemistry 2006

• Data Analysis with Python 2023

• Global Customer Care 2012

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