Open to opportunities

ABDULRAZAQ DAYO IDRIS

@abdulrazaqdayoidris

Customer service and hospitality professional with 7+ years’ experience in guest services, CRM support, and remote-ready problem solving.

Nigeria

Message

What I'm looking for

I’m looking for a remote customer service role where I can deliver first-contact resolution via email/chat/phone, de-escalate issues, and use CRM and data tools to improve CSAT—working independently in a fast-paced, supportive team.

I’m a customer-focused professional with 7+ years of experience in guest services, front-desk operations, and client relationship management across hospitality. I resolve customer enquiries, de-escalate complaints, and maintain high satisfaction in fast-paced, high-volume environments.

In my current role as a Receptionist and Data Analyst at Essence Place, I serve as the primary point of contact for walk-ins and telephone enquiries, delivering consistent first-contact resolution and reducing escalations by an average of 3 cases per week. I maintain accurate customer interaction records in Microsoft Excel and built a Power BI sales trend dashboard that cut weekly reporting from 4 hours to under 45 minutes.

Previously, as a Guest Service Agent at Golden Grand Royale Hotel, I managed check-in/check-out, room enquiries, and complaint resolution for domestic and international guests, while supervising 5+ service staff during peak periods with zero escalation during supervised shifts. I also trained 3 new associates on guest service protocols and CRM data entry procedures, reducing onboarding from 4 weeks to 2 weeks—translating directly into remote, independent customer support.

Experience

Work history, roles, and key accomplishments

Current

Receptionist and Data Analyst

Current

Essence Place

Jan 2025 - Present (1 year 4 months)

Served as the primary contact for walk-in and phone enquiries, improving first-contact resolution and reducing management escalations by 3 cases per week on average. Maintained accurate client interaction records in Microsoft Excel and built a Power BI sales dashboard that cut weekly reporting time from 4 hours to under 45 minutes.

Customer Service Front Desk Operations Microsoft Excel Power BI Complaint Handling First Contact Resolutions Data Reporting

Guest Service Agent

Golden Grand Royale Hotel

Mar 2020 - Dec 2024 (4 years 9 months)

Managed guest check-in/check-out, room enquiries, and complaint resolution for domestic and international guests while maintaining high satisfaction. Drove revenue by implementing upselling and loyalty communication, contributing to an approximately NGN 2.1M sales increase over 12 months, and trained 3 front-desk associates to reduce onboarding from 4 weeks to 2 weeks.

Complaint Resolution Upselling Team Supervision Record keeping

Outlet Supervisor

Dee-Caroons Nigeria Limited

Jan 2018 - Dec 2019 (1 year 11 months)

Supervised daily outlet operations and resolved customer queries at the point of contact without referral. Implemented a structured feedback process that informed product display reorganization, improving throughput by reducing average wait time from 12 minutes to 7 minutes and cutting stock discrepancies from weekly to once per quarter.

Record keeping Process Improvement Staff Supervision Service quality

Service Member (NYSC)

Infant Jesus Model Secondary School

Aug 2017 - Jul 2018 (11 months)

Provided structured support to school administrative staff and students in a high-traffic environment by handling enquiries and directing requests. Built foundational stakeholder communication and service delivery skills through consistent front-facing support.

Service Delivery Administrative Support Time Management High Traffic Customer Support Coordination