Gbemisola Kafilat Durowoju Email & Phone Number

Saskatoon, Sk, Ca

Saskatoon, Saskatchewan, Canada

• Daily reservations and ticketing operations on Sabre and Airline Choice applications.• Ensuring accurate process and procedure implementation amongst team members• Daily and timely reports of operation logs for all partner airlines.• Regular communication and updates with Operation Control Center and timely action to appropriate channels and authorities.• Reviewing flight logs and tracking passenger counts for regular reviews on all partner airlines.• Supervising Check-in, Boarding, and all Above the Wings process. • Executing and managing effective plan during Irregular Operations (IROP).• Ensuring up to date trainings amongst team members.• Updating IFIDS and communicating with concerned channels.• Identifying and discussing employee and operational challenges with the Station Manager.

Saskatoon, Saskatchewan, Canada

• Safely bridged scheduled inbound and outbound aircrafts for all Westjet and partner operated flights.• Positively worked with Airline crew, Ramp agents, and Dispatch crew.• Ground loaded and deplaned guests on all assigned partner flights.• Daily completed the operation logs in Vortex.• Handled and logged all chargerbacks items - lost and found items based on airline procedures.• Ensured all baggage deliveries were timely completed.

Saskatoon, Saskatchewan, Canada

• Maintaining a safe and stress-free operational experience for travelers on all Westjet operated flights.• Promptly handling all customer service requests and complaints with a focus on positive resolution.• Facilitating all check-in, boarding, and deplaning procedures as well as assisting guests with special needs and unaccompanied minors.• Ensuring accuracy of all weight and balance requirements and sound interpretation of hazardous material identification labels, aircrafts loading manifests, and baggage and cargo routing tags.• Accurate handling of reservations, ticketing, seat assignment, airports announcements, and checking for proper international documentations.• Ensuring safe and secure operations in accordance with the highest possible standards of health, safety, security and all government statutory requirements and procedures to guests in a polite and professional manner.• Positively work with team members and airline crews to ensure a seamless process.

Lagos, Nigeria

• Facilitated and oversaw mediation between customers and suppliers, whilst ensuring favorable and fair outcomes for all involved.• Communicated with suppliers to resolve delivery, quality, and payment issues• Identified trends in complaints data and appropriately generated reports leading to improvements and minimizing future conflict.• Provided dynamic operational and timely service through suppliers’ arbitration issues to ensure and monitor growth, inventory status, pricing, and payment.• Oversaw appropriate training, presentation, and recommendations for Frontline CSRs and Suppliers to ensure standard performances.

Lagos, Nigeria

• Managed Interactions with existing, and potential customers with varying numbers of high-tech CRM tools.• Demonstrated an excellent ability to resolve escalated customer situations through personal interactions and mail correspondence.• Utilized great communication and empathy skills to significantly effect a high level of customer retention by continuously monitoring and providing feedback to customer related issues.• Enhanced business operations by providing informational support to other departments in the company with keen attention to data trends of customer queries.• Acquired high knowledge of effective communication skills through consistent interactions with all types of customer personalities.• Maintained a high level of quality appraisal leading to organizational promotion within the team

Lagos, Nigeria

• Managed a large amount of inbound calls providing detailed information about products and services to customers and with a commendable AHT band.• Assisted customers promptly by addressing inquiries and offering guidance.• Ensured all calls and emails are handled with enthusiasm, confidence, empathy, and accuracy with the desire to deliver excellent customer service on each interaction.• Developed high product knowledge to provide suitable feedback and assistance to customer queries.• Resolved issues at first contact, promptly escalated customer’s concerns when due, and followed up to ensure resolution reached.• Effectively kept records of the customer’s interaction and transaction details of enquiries, purchases, comments, and complaints.• Reported products and services irregularities for immediate rectifications.

Lagos, Nigeria

• Wrote articles and stories for monthly publications.• Featured celebrity fashion and beauty articles for continuous content.• Attended and reported events in a timely manner.• Initiated, conducted, and transcribed highly placed interviews across the fashion, beauty, and music industries.• Developed barter agreements between the organization and interested clients for mutually benefitting work relationships.• Provided support for projects, including planning, and coordinating the annual carol event.