FOLAKEMI OMOSUYI

Managed end-to-end guest communications across Airbnb, VRBO, and Booking.com for a multi-property Canadian STR portfolio, maintaining an average response time under 45 minutes and ~4.9-star satisfaction. Coordinated cleaning schedules and property turnovers with Turno, reducing scheduling conflicts by ~30% and cutting repetitive inquiry volume by ~25% via welcome guides and automated templates.

Provided remote STR and operations support including calendar management, multi-platform listing updates, guest screening, and inquiry handling. Improved an Airbnb listing’s occupancy visibility and booking conversion within 60 days by optimizing listing copy and pricing strategy.

Led customer service operations across 4 branches with 40+ officers, standardizing inquiry handling, escalation protocols, and reporting. Reduced average handling time by 20% and repeat complaints by ~35% through a company-wide customer engagement script, and improved repeat purchase behavior via a retention and recovery manual.

Directed customer service and crisis management for a financial services group, personally resolving high-value escalations, disputes, and sensitive client recoveries. Trained and supervised 200+ officers, maintained 90%+ service level compliance, institutionalized crisis response protocols, and reduced fraud-linked customer complaints by ~40% over two years.

Supervised loan review and credit operations, processing and approving credit applications within risk limits while maintaining full regulatory compliance. Reduced documentation errors by 25%+ and improved onboarding speed by training new team members on loan application procedures, regulatory requirements, and deficiency resolution.

Handled front-line customer inquiries and complaints via phone and in-person channels, delivering fast, accurate resolution to maintain strong satisfaction ratings. Kept customer records in company systems and contributed to customer survey campaigns that informed service improvements.

Provided hospitality-focused customer service in a high-traffic campus environment by managing guest queries and supporting smooth daily service operations. Supported sales and daily workflow coordination to ensure consistent guest experience.

Earned a Bachelor of Science in Marine Sciences from the University of Lagos in 2014.