I am a flexible customer service professional focused on resolving customer concerns and enquiries. I excel at documenting call details, preparing reports, and organising documentation to support business needs. I consistently deliver helpful answers, maintain high service standards, and seek to retain customers by understanding their channels and requirements. As an attentive administrative team member, I manage enquiries and documents efficiently, handle communications promptly, and develop resolutions for diverse concerns. I follow procedures meticulously, adapt to fast-paced environments, and leverage GDPR-compliant practices to protect guest information while delivering outstanding service.

Maureen Umoru

I am a flexible customer service professional focused on resolving customer concerns and enquiries. I excel at documenting call details, preparing reports, and organising documentation to support business needs. I consistently deliver helpful answers, maintain high service standards, and seek to retain customers by understanding their channels and requirements. As an attentive administrative team member, I manage enquiries and documents efficiently, handle communications promptly, and develop resolutions for diverse concerns. I follow procedures meticulously, adapt to fast-paced environments, and leverage GDPR-compliant practices to protect guest information while delivering outstanding service.

Available to hire

I am a flexible customer service professional focused on resolving customer concerns and enquiries. I excel at documenting call details, preparing reports, and organising documentation to support business needs. I consistently deliver helpful answers, maintain high service standards, and seek to retain customers by understanding their channels and requirements.

As an attentive administrative team member, I manage enquiries and documents efficiently, handle communications promptly, and develop resolutions for diverse concerns. I follow procedures meticulously, adapt to fast-paced environments, and leverage GDPR-compliant practices to protect guest information while delivering outstanding service.

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Experience Level

Expert
Intermediate

Language

English
Fluent
French
Intermediate

Work Experience

Senior Front Desk Receptionist at Sopwell House Luxury Hotel
October 1, 2021 - October 31, 2025
Provided telephone support for thousands of customers across the North of England and online. Took inbound calls, answered questions efficiently, and input data into ICT systems. Proficient in Microsoft Office and complex IT systems (Partner, Cloud Peppermint, Leap, Visualfiles). Maintained in-depth knowledge of the hotel’s products and services to confidently advise guests. Resolved difficult situations and customer complaints with emotional intelligence. Regularly updated CRM records and ensured GDPR compliance. Cross-checked identity proofs and booking confirmations. Utilised Opera to manage daily tasks and logged guest requests via HOTSOS. Demonstrated upselling by upgrading guests to higher-category rooms. Worked under pressure in a 1019-room luxury hotel, improving service levels from check-in to check-out.
Sales Representative at Anglian Home Improvements
September 1, 2020 - September 1, 2020
Drove and scaled business growth through solution sales and problem-solving across the full service offering. Secured a big-ticket contract with a blue-chip hotel and received excellent client feedback. Built and maintained relationships with customers and trade partners across London and Bedfordshire. Recognised as a top performer in the region with notable sales growth. Conducted competitor analysis, supported KPI achievement, and boosted client run rate with new products. Generated additional sales opportunities through upselling and cross-selling. Managed client information in CRM, attended trade shows to generate leads, and maintained high client satisfaction.

Education

BA English Literature at University Of Abuja
January 1, 2013 - May 1, 2017
MSC International Business Law at University Of Bedfordshire
January 11, 2030 - July 1, 2025

Qualifications

Add your qualifications or awards here.

Industry Experience

Travel & Hospitality, Professional Services, Retail