Olanrewaju Faremi

Handled 60+ multi-channel customer contacts daily, managing flight, hotel, and package bookings, modifications, refunds, and irregular-operations cases in CRM and the booking platform. Escalated complex cases to back-office and airline partners while meeting CSAT, first-contact-resolution, and average-handle-time targets across time zones.

Provided French-speaking passenger support via phone, email, and counter across multiple West/Central African markets, building operational working French. Issued/reissued tickets in Amadeus/Sabre, processed refunds, handled lost-baggage and disruption cases, and de-escalated frustrated customers during delays and cancellations.

Managed inbound calls, email, and counter inquiries for domestic and regional passengers in English, including bilingual support for Francophone routes. Processed bookings, ticket changes, refunds, and special-service requests, and collaborated with operations and ground services to resolve schedule disruptions and baggage-related complaints while meeting performance and quality scorecards.

Completed a master's degree in International Relations and Diplomacy at Afe Babalola University (Sep 2017–Oct 2019).

Completed a Bachelor of Science in Political Science at Babcock University (Sep 2010–Jun 2015).