Open to opportunities

Tomisin Onafowokan

@tomisinonafowokan

Message

Empathetic customer care professional with 5+ years of experience.

United Kingdom

Message

What I'm looking for

I seek a role that values customer satisfaction and offers growth opportunities.

I am a dedicated Customer Care Professional with over five years of experience in the hospitality and tourism industry. My journey has been marked by a commitment to delivering exceptional service and fostering loyalty through attentive relationship management. I have honed my skills in handling high volumes of client interactions, resolving complaints, and creating seamless user experiences.

In my current role as a Customer Experience Manager at The Alejo Company, I lead customer support efforts for short-term rental clients, ensuring timely issue resolution and high satisfaction. My previous experience as a Client Relations & Property Manager at Naija Nomads allowed me to manage over 1,000 client transactions, contributing significantly to revenue while achieving a 4.85/5 Airbnb Superhost rating. I am passionate about problem-solving and thrive in environments where I can make a positive impact on customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

The Alejo Company

Dec 2023 - Present (1 year 6 months)

Lead customer support efforts for short-term rental clients, ensuring timely issue resolution and high satisfaction. Conduct consultations and onboarding, providing personalized support and setup assistance. Coordinate with vendors and service teams to ensure quality service delivery.

Customer Relationship Management Conflict Resolution Customer Satisfaction Onboarding

Client Relations & Property Manager

Naija Nomads

Sep 2021 - Dec 2024 (3 years 3 months)

Managed over 1,000 client transactions, contributing to $200,000+ in revenue and achieving a 4.85/5 Airbnb Superhost rating. Provided daily customer support, resolved complaints, and maintained confidentiality and trust. Developed long-term client relationships that led to 70% repeat business.

Client Relations Property Management Customer Support Conflict Resolution Relationship Management

Customer Service & Travel Assistant

Naija Nomads

Jul 2020 - Aug 2021 (1 year 1 month)

Assisted customers with travel planning and visa processing. Managed travel schedules, handled customer inquiries, and submitted timely reports. Wrote customer-friendly guides and blog content to ease decision-making and improve client engagement.

Visa Processing Content Creation Client Engagement

Customer Service Support Intern

Naija Nomads

Feb 2019 - Jul 2019 (5 months)

Fast-tracked resolutions for customer complaints by escalating issues effectively. Created guest guides and maintained accurate schedules to enhance customer satisfaction.

Customer Escalation Scheduling Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

University of Sunderland

MSc, Tourism and Hospitality

Currently pursuing a Master of Science in Tourism and Hospitality. This program focuses on advanced concepts and practices within the tourism and hospitality industry.

Kwara State University

BSc, Tourism and Hospitality

Grade: Second Class Upper Division

Completed a Bachelor of Science in Tourism and Hospitality, achieving a Second Class Upper Division. This degree provided a strong foundation in hospitality management and tourism operations.