Tommy Okujor

Adept at enhancing guest experiences and streamlining operations, I excelled at Global Telemarketing Service by leveraging exceptional communication and database management skills. Prioritizing customer satisfaction and efficiency, I significantly contributed to business development and guest service excellence, showcasing a unique blend of empathy and analytical prowess.

Guest Relations Officer - 10 2nd avenue Houghton estate Hotel - Houghton Estate, Gauteng

(2018-03)

• Greeted and welcomed guests upon arrival, providing assistance with check-ins and check-outs.
• Coordinated transportation services for incoming and outgoing guests.
• Performed daily cashier duties such as handling money transactions accurately.
• Collaborated with other departments within the hotel to provide seamless guest experience.
• Provided exceptional customer service by promptly responding to inquiries and requests.
• Assisted with administrative tasks such as answering phone calls, filing documents and updating databases.
• Created a positive environment for guests by addressing their needs in a timely manner.
• Resolved guest complaints professionally, following company policies and procedures.
• Organized events for VIPs according to their preferences, ensuring their comfort throughout the duration of their stay.
• Managed the reception area ensuring it was clean and well stocked at all times.
• Processed payment transactions efficiently using point of sale systems.
• Maintained detailed records of guest interactions, including room reservations, payments and special requests.
• Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
• Provided exceptional customer service to clients in fast-paced call center environment.
• Processed customer adjustments to maintain financial accounts.
• Recommended improvements in products, services or billing methods to prevent future problems.

Call Center Representative - Global Telemarketing service - Houghton Estate, Gauteng

(2012-09 - 2014-03)

• Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
• Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
• Proficiently handled high call volumes while maintaining quality service standards.
• Utilized effective communication skills to provide customers with solutions to their inquiries.
• Demonstrated excellent communication skills by actively listening to customers, responding to their needs, and providing helpful solutions.
• Performed outbound calls to follow up on customer inquiries and account statuses.
• Managed and resolved issues with customers during calls by following determined script.
• Processed customer orders accurately and in a timely manner.
• Monitored daily performance metrics such as average handle time, first call resolution rate.

Diploma - Hotel management - E learning (2024-07)

Higher National Diploma - Microbiology and Virology - university of Ilorin (2003-09)

Ordinary National Diploma - Science laboratory technology - Kwara state polytechnic (1999-11)

High School Diploma - Oshodi comprehensive high school (1995-06)