Sandra Okwara

Dedicated and detail-oriented Customer Service professional with over 3 years of experience across the Aviation and FMCG industries. Proven record of improving customer satisfaction, streamlining service delivery, and strengthening international client relationships in fast-paced environments. Skilled in complex booking coordination, team training, and cross-functional communication, with a track record of exceeding retention and satisfaction targets.

Ready to bring this expertise to a results-driven Sales and Marketing Services role.

Virtual Assistant - Air Peace - Port Harcourt, Rivers State

(2023-02 - 2026-08)

Air Peace is Nigeria's leading domestic and international airline, delivering passenger and cargo services across West Africa and beyond, with a strong focus on customer-centered travel experiences.

• Coordinated with cross-functional teams to deliver 24/7 customer support, improving overall customer satisfaction by 20%.
• Helped streamline customer service processes and workflows, reducing average response times by 35%.
• Trained and onboarded 3 new team members on company customer service policies and service level standards.
• Maintained daily reporting on ticketing activity and customer complaints to support continuous service improvement.

Customer Service Representative - PZ Cussons Plc - Umuahia, Abia State

(2021-01 - 2023-01)

PZ Cussons is one of Nigeria's largest FMCG companies, providing a wide range of personal care, home care, and electronics products to consumers nationwide.

• Handled 60+ inbound and outbound calls daily, maintaining a customer satisfaction rate of 95%.
• Improved customer service delivery standards, contributing to a 10% increase in customer retention.
• Managed complex, high-volume orders with accuracy, supporting a 15% increase in sales.

Bachelor of Science - Agricultural Economics - Michael Okpara University of Agriculture, Umudike (2015-01 - 2021-09)