Open to opportunities

Sarah Akota

@sarahakota

Customer service professional with 3+ years resolving complaints, leading teams, and improving customer experience in CRM environments.

Nigeria

Message

What I'm looking for

I’m looking for a customer-focused role where I can lead or support teams, resolve complaints, manage CRM/tickets, and improve service delivery—so customers feel heard, wait times reduce, and standards are consistently met.

I’m a customer service professional with over 3 years of experience delivering exceptional support across banking, entertainment, and public-sector environments. I handle customer enquiries through phone, email, WhatsApp, and in-person channels while keeping customer satisfaction high.

In my roles, I focus on complaint resolution, customer engagement, CRM systems, and record management. I respond promptly to service requests, process tickets, follow up on unresolved issues, and consistently meet Service Level Agreements (SLAs).

As a Cinema Manager, I led frontline customer service teams and maintained consistent service quality across customer touchpoints. I monitored feedback, trained and coached staff on communication and conflict resolution, and implemented corrective actions to reduce recurring service issues and improve service flow.

I’m also experienced in stakeholder-facing communication from my public-sector internship, coordinating engagement activities and preparing digital content. I bring strong multitasking, written and verbal communication, and a continuous-improvement mindset to every customer experience.

Experience

Work history, roles, and key accomplishments

Current

Cinema Manager

Current

Ravella Cinema

Dec 2025 - Present (7 months)

Resolve customer concerns to ensure positive guest experiences and implement service improvements based on customer feedback. Develop customer-focused operational procedures to reduce wait times and support ticketing, concessions, and front-of-house teams.

Customer Service Complaint Resolution Customer Feedback Analysis Service Improvement Wait Time Reduction Ticketing Customer Relationship Management Team Leadership Service standards Trend Analysis

Cinema Manager

Filmhouse Cinemas

May 2024 - Sep 2025 (1 year 4 months)

Lead frontline customer service teams to ensure consistent service quality across customer touchpoints. Manage complaints and escalations, coach staff on customer service best practices, and apply corrective actions based on customer feedback.

Customer Service Complaint Resolution Customer Relationship Management (CRM)Team Leadership Staff Training Coaching Conflict Resolution Customer Feedback Analysis Service standards Customer Engagement

Customer Service Officer

United Bank for Africa

Dec 2019 - Apr 2024 (4 years 4 months)

Respond to customer enquiries through multiple service channels, handling complaints and service requests with timely resolutions. Maintain customer records using CRM and ticketing systems, follow up on unresolved issues, and meet service standards and Service Level Agreements (SLAs).

Customer Service Complaint Resolution Customer Relationship Management (CRM)Call Handling Record Management Ticketing Systems Timely Follow Ups Data Entry Documentation Multichannel Support

Communications Associate

Ondo State Office of Innovation and Partnerships

May 2019 - Dec 2019 (7 months)

Respond to stakeholder inquiries and coordinate communication activities to support stakeholder engagement initiatives. Prepare and distribute digital content across multiple channels and assist with event coordination and customer-facing engagements.

Stakeholder Management Communication Customer Facing Event Coordination Record Content Distribution