Sometochi Okolo

I am a customer service representative with over 5 years of experience

Educator November 2023 – January 2024

Lululemon (Edmonton, Canada)

▪ Provided personalized guest experiences, converting prospective customers to clients through attentive service and customer education.

▪ Contributed consistently to sales target and company objectives, at the same time receiving recognition from customers and management personnel for efficiency at my responsibilities.

▪ Fostered a positive work environment by collaborating with colleagues to ensure the smooth running of the store.

Flight Attendant December 2020 – August 2023

Air Peace Limited (Lagos, Nigeria)

▪ Reduced in-flight accidents by up to 15% through meticulous incident documentation, timely reporting of cabin defects,

and ensuring prompt system functionality for customer safety and comfort.

▪ Contributed to practical work supervision, providing guidance on skills and techniques to facilitate knowledge transfer.

▪ Implemented a 4-step approach for customer retention, including active listening, reporting, offering gifts, and providing feedback, achieving at least 70% effectiveness, while also ensuring passenger education on safety equipment usage and collaborating with crew members and ground personnel to deliver exceptional personalized service.

Aviation Security Personnel May 2019 – December 2020

Air Peace Limited (Lagos, Nigeria)

▪ Minimized company remuneration for damages, averaging over $300 daily, by conducting security checks and reconciling luggage to prevent bag pilferage, dangerous goods spillage, and baggage damage.

▪ Secured continued business from approximately 100 clients annually by employing exceptional interpersonal skills to resolve issues and provide solutions.

▪ Demonstrated heightened awareness and focus to identify potential life-threatening objects or weapons of mass destruction.

Customer Service Representative January 2017 – November 2018

Slice Diner (Abeokuta, Nigeria)

▪ Analyzed service trends, offering management recommendations for quality enhancement.

▪ Utilized business reports to devise action plans addressing negative trends.

▪ Collaborated internally to enhance customer experience, resulting in a 35% reduction in recurrent complaints by implementing a performance reporting template for analyzing irregularities in diner products and services.

Master of Science (MSc) September 2023 – Present

Agricultural, Food and Nutritional Science

University of Alberta (Edmonton, Canada)