Open to opportunities

Princess Francis

@princessfrancis

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Customer-focused mass communication graduate driving exceptional passenger service and operational accuracy.

Nigeria

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What I'm looking for

I’m seeking a customer-facing role where I can apply strong communication, operational accuracy, and team-training skills to improve satisfaction and efficiency.

I am a results-oriented mass communication graduate with hands-on experience in high-volume customer care within the aviation and service sectors. I consistently deliver high accuracy in reservations and transactions while resolving complaints with empathy and efficiency.

At Ibom Airlines I processed large daily passenger volumes, achieved 98% reservation accuracy, reduced lost luggage incidents by 30%, and trained new hires to uphold service standards. My frontline roles sharpened my coordination, communication, and problem-solving abilities across fast-paced environments.

Previously I improved client wait times, transaction accuracy, and client retention in front-desk and sales roles, demonstrating strong organisational and administrative skills. I have experience supporting C-level schedules, payroll processing, and data management with rigorous attention to detail.

I bring proficiency in Microsoft Office and Google Workspace, virtual communication tools, and remote work practices, and I am committed to applying my emotional intelligence and operational discipline to drive customer satisfaction and business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Representative

Current

Ibom Airlines Limited

Apr 2022 - Present (3 years 9 months)

Resolved passenger complaints with a 95% satisfaction rate and processed ~150 check-ins daily to maintain 100% on-time departures; reduced lost luggage incidents by 30% and achieved 98% reservation accuracy through verification processes.

Customer Service Communication Process Improvement

Front Desk Associate

Hair Hairven Limited

Jul 2020 - Feb 2021 (7 months)

Reduced client wait time by 95% through efficient appointment scheduling and maintained 100% transaction accuracy while promoting services to increase repeat visits by 100%.

Scheduling Cash Handling Customer Retention Front Desk Operations Upselling Communication

Front Desk / Secretary

Nestoil Limited

Jan 2019 - Sep 2019 (8 months)

Coordinated C-level schedules to improve meeting efficiency and processed payroll for 45 employees with 100% accuracy while resolving customer queries to boost satisfaction.

Executive Support Payroll Processing Scheduling Customer Support Data Entry Administrative Coordination

Sales Representative

Ben Wosley Builders

Aug 2017 - Dec 2017 (4 months)

Increased furniture sales by 80% via targeted advertising and personalised engagement, oversaw packaging/shipment of 85+ products reducing damages by 70% and ensuring 100% order accuracy.

Sales Customer Engagement Advertising order fulfillment Relationship Building

Volunteer English Teacher

Sampav Primary and Secondary School

Aug 2017 - Dec 2017 (4 months)

Taught English to a class of 32 Basic 4 students, developed lesson plans and tests, and supported planning and execution of a student skill-acquisition program.

Lesson planning Classroom Management Assessment Design Student Engagement Program Support Communication

Education

Degrees, certifications, and relevant coursework

Ignatius Ajuru University of Education

Master of Arts, Communication and Arts

2022 - 2023

Completed a Master of Arts in Communication and Arts at Ignatius Ajuru University of Education between January 2022 and September 2023.

Rivers State University of Science and Technology

Bachelor of Science, Mass Communication

2014 - 2018

Grade: Second Class Upper Division

Earned a Bachelor of Science in Mass Communication (Second Class Upper Division) from Rivers State University of Science and Technology from September 2014 to August 2018.