Idaresit Essien

Experience

• 

  Rivulet Limited

  Nov 2009 - Apr 2010

  Customer Care Officer

  + Coordinated and managed the staff welfare, thereby improving employee satisfaction.+ Contributed to business development that led to increase in sales and patronage of publications.+ Coordinated weekly staff meetings.+ Collaborated with employees to enhance customer service experience and exceed team goals through effective client satisfaction rates.+ Promoted favorable experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.+ Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.+ Gathered and collated material for the periodic publications, editing and guiding team members on all relevant materials for publication. Show less

• 

  Arik Air

  Nov 2012 - Jun 2019

  +Drove the delivery of the organization's mutually beneficial management and relationship strategy with all travel agency partners and stakeholders.+Managed the interface between the partners and internal units in promoting a healthy business relationship that created and sustained value for the benefit of all stakeholders. +Identified new business opportunities from existing business relationships, which increased sales by 35%.+Engaged all stakeholders (both internal and external) in sustaining value and industry standards.+Ensured continuous awareness, follow up and compliance to the most efficient operational standards in meeting customers' expectations and for achieving business profitability.+Coordinated internal stakeholders' engagement across various projects and initiatives.+Adjusted job roles, tasks and schedules in line with dynamic business needs, factoring in employee experience.+Applied relevant leadership and problem-solving skills to maintain team efficiency and synergy to meet daily demand. Show less + Managed the daily collation and reporting of all travel agency desk transactions.+ Ensured monitoring of travel agency activities to ensure compliance with aviation and business operation standards.+ Maintained 95% customer satisfaction through the proper channeling and resolution of customers' complaints.+ Managed information flow and reports such as to sustain value and ensure business continuity.+ Ensured accurate and prompt service delivery to partners.+ Participated in several sales promotion and customers' week activities, increasing customer retention by 30%.+ Resolved conflicts and negotiated mutually beneficial agreements between the company and partners. Show less + Provided effective response to all guest queries, giving resolution to these queries, and achieving personal targets in contribution to the overall team revenue, yield and volume targets.+ Generated reservations and tickets to intending travelers, contributing to team sales.+ Maintained efficiency in terms of high turnaround of sales and service delivery.+ Disseminated and escalated information to relevant quarters for appropriate resolution and management of issues.+ Worked with customers to understand their needs and provide adequate service.+ Increased customer satisfaction by resolving ticket related issues.+ Drove operational improvements which resulted in savings and improved profit margins Show less

  • Travel Agency Sales and Support Supervisor

    Jun 2017 - Jun 2019

  • Travel Agency Sales and Support Executive

    Mar 2013 - Jun 2017

  • Ticketing and Reservations Officer

    Nov 2012 - Mar 2013
• 

  Arik Air

  Oct 2019 - now

  + Improving the implementation of the organization's HR strategy by leading and participating in various HR projects.+ Partnering with teammates in the implementation of performance management system, enhancing employee performance and increasing productivity for the organization.+ Contributing to updating HR policies in line with current employment laws and legislation, for best practices.+ Reducing hiring cost by orchestrating strategic recruitment and selection processes.+ Improving organization’s filing systems for employee records, for improved confidentiality, yet efficient accessibility.+ Reviewing human resources records and paperwork by verifying, updating and correcting data for accuracy.+ Reducing expenses by contributing to analysis of compensation policies and implementing competitive programs while ensuring adherence to legal requirements.+ Maintaining 75% employee satisfaction by delivering full range of Human Resource advisory services across the organization's network. Show less

  • Senior Human Resources Advisor

    Nov 2022 - now

  • HR Advisor (Generalist)

    Oct 2019 - Oct 2022