Cindy Enya
@cindyenya
Customer experience manager at ValueJet who cut passenger complaints by over 25% year-over-year.
NigeriaWhat I'm looking for
At ValueJet, I manage customer experience across pre-flight, in-flight, and post-flight touchpoints, sustaining high CSAT through personalized service and timely resolution.
I led data-driven business analysis for commercial revenue teams, covering route profitability, revenue proration, fare audits, and competitive pricing. I also coordinated across Customer Relations, Ground Operations, Sales, and Technical teams, cutting passenger complaints by over 25% year-over-year.
At ValueJet, I led process improvements to reservation accuracy, refund processing, and claims handling, and drove the rollout of Zendesk and CRM-linked feedback tools to enable faster escalations and measurable service benchmarks.
Earlier, I supported customers at Fidelity Bank Nigeria and Access Bank Plc, handling KYC and digital banking queries, service requests, and escalations. In remote support work with Outsource & Upwork, I managed ticket queues and coordinated tasks with distributed teams using Trello and Hubstaff.
Experience
Work history, roles, and key accomplishments
Analyst & Customer Experience Coordinator
ValueJet
Jan 2019 - Present (7 years 9 months)
Managed end-to-end customer experience across pre-flight, in-flight, and post-flight touchpoints, sustaining high CSAT. Led data-driven business analysis for commercial revenue teams and cut passenger complaints by over 25% year-over-year.
Customer Support Specialist
Outsource & Upwork
Jan 2024 - Jan 2026 (2 years)
Delivered remote customer support to international clients, resolving inquiries, complaints, and technical issues via Zendesk and CRM platforms. Managed ticket queues, investigated escalations, and coordinated with distributed teams using Trello and Hubstaff.
Customer Service Representative
Fidelity Bank Nigeria
Jan 2017 - Jan 2018 (1 year)
Handled KYC compliance, account maintenance, digital onboarding, and complex query resolution in a high-volume retail banking environment. Managed multichannel communications and analyzed service performance reports to drive continuous improvement.
Contact Centre Agent
Access Bank Plc
Jan 2016 - Jan 2017 (1 year)
Delivered frontline support in a 24/7 omnichannel contact center across phone, live chat, and email. Supported banking products and improved First Contact Resolution while performing cross-selling and telemarketing aligned with compliance guidelines.
Education
Degrees, certifications, and relevant coursework
Cindy hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Social media
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