Blessing Akinade

Aviation and customer experience professional with international airline experience and a strong background in passenger service, reservations, travel disruption management and customer relationship support. Currently working in a high-volume airline contact centre, managing complex passenger enquiries while consistently meeting performance targets and maintaining strong customer satisfaction. Previous telesales and promotional experience has developed a commercially minded approach to customer engagement, target achievement and relationship building.

Highly articulate and confident in translating complex travel information into clear, practical solutions, with strong problem-solving, communication and stakeholder-coordination skills. Seeking to bring international airline experience and customer-focused commercial insight.

Contact Centre Agent - Porter Airlines

(2024-05)

• Manage high-volume passenger interactions involving bookings, itinerary changes, cancellations, disruptions, baggage and airline policies while maintaining high service standards and adherence to operational procedures.
• Apply strong pattern-recognition skills during passenger interactions, quickly identifying recurring customer needs, potential issues and opportunities to improve the overall travel experience.
• Proactively identify appropriate opportunities to recommend additional services, alternative travel options and relevant solutions based on individual passenger needs, supporting both customer satisfaction and commercial outcomes.
• Use active listening and needs analysis to understand the underlying reason for a passenger's enquiry rather than simply resolving the immediate request.
• Recognise opportunities for upselling and service enhancement naturally within customer conversations, balancing commercial objectives with the passenger's specific circumstances and needs.
• Provide clear, confident explanations of complex airline policies, travel options and disruption solutions.
• Provide clear, confident explanations of complex airline policies, travel options and disruption solutions, translating complex information into practical options for passengers.
• Coordinate with internal airline departments to resolve complex passenger issues and support efficient disruption recovery.
• Consistently meet monthly performance targets while maintaining customer satisfaction scores above 80%.
• Utilise Zendesk, LivePerson, Microsoft Office and Google Workspace to manage customer interactions, documentation and service workflows.

Payroll Support - Giant Pay

(2021-10 - 2023-08)

Conducted frequent outbound sales calls and actively contributed to achieving sales targets. Engaged customers by telephone to promote company products and seasonal offerings, using persuasive communication to generate interest and sales. Supported promotional campaigns through telephone, brochures and social media activity.

Managed invoice-related communications and distributed promotional materials to support wider sales activity. Developed practical experience in customer engagement, sales conversations, target achievement and promotional marketing.

Telesales Assistant - New Union Publishing

(2020-04 - 2021-08)

• Conducted outbound sales calls to prospective customers, supporting sales targets and promotional campaigns.
• Served as a primary point of contact for customers and internal departments, handling telephone and email enquiries professionally.
• Coordinated appointments, meetings and travel arrangements while maintaining accurate schedules and records.
• Processed customer payments and responded efficiently to client enquiries.
• Developed strong organisational, communication and customer-service skills within a busy administrative environment.

Receptionist - Caremark

(2019 - 2020)

Reception / Administrative Assistant - IUS London Private Ultrasound

(2021 - 2021)

Administration Assistant - Laracare

(2018 - 2018)

Customer Service Assistant - JD Sports

(2014 - 2015)

Office Assistant - The Prince's Trust

(2013 - 2013)

Bachelor of Laws - Law - Coventry University