Sometochi Okolo

I am a customer service representative with over 5 years of experience 

Educator November 2023 – January 2024
Lululemon (Edmonton, Canada)
▪ Provided personalized guest experiences, converting prospective customers to clients through attentive service and
customer education.
▪ Contributed consistently to sales target and company objectives, at the same time receiving recognition from customers and
management personnel for efficiency at my responsibilities.
▪ Fostered a positive work environment by collaborating with colleagues to ensure the smooth running of the store.
Flight Attendant December 2020 – August 2023
Air Peace Limited (Lagos, Nigeria)
▪ Reduced in-flight accidents by up to 15% through meticulous incident documentation, timely reporting of cabin defects,
and ensuring prompt system functionality for customer safety and comfort.
▪ Contributed to practical work supervision, providing guidance on skills and techniques to facilitate knowledge transfer.
▪ Implemented a 4-step approach for customer retention, including active listening, reporting, offering gifts, and providing
feedback, achieving at least 70% effectiveness, while also ensuring passenger education on safety equipment usage and
collaborating with crew members and ground personnel to deliver exceptional personalized service.
Aviation Security Personnel May 2019 – December 2020
Air Peace Limited (Lagos, Nigeria)
▪ Minimized company remuneration for damages, averaging over $300 daily, by conducting security checks and reconciling
luggage to prevent bag pilferage, dangerous goods spillage, and baggage damage.
▪ Secured continued business from approximately 100 clients annually by employing exceptional interpersonal skills to
resolve issues and provide solutions.
▪ Demonstrated heightened awareness and focus to identify potential life-threatening objects or weapons of mass destruction.
Customer Service Representative January 2017 – November 2018
Slice Diner (Abeokuta, Nigeria)
▪ Analyzed service trends, offering management recommendations for quality enhancement.
▪ Utilized business reports to devise action plans addressing negative trends.
▪ Collaborated internally to enhance customer experience, resulting in a 35% reduction in recurrent complaints by
implementing a performance reporting template for analyzing irregularities in diner products and services.

Master of Science (MSc) September 2023 – Present
Agricultural, Food and Nutritional Science
University of Alberta (Edmonton, Canada)