Summary
Overview
Work history
Education
Skills
Websites
Certification
Custom
Personal Information
Timeline
YISA ESTHER NNADZWA

YISA ESTHER NNADZWA

Akure,Ondo State

Summary

Dedicated and results-oriented customer service professional with over 8 years of experience in customer support and team leadership. Seeking a remote customer service role to leverage my expertise in online query resolution, customer relationship management, and strategic problem-solving to enhance customer satisfaction and drive company success.

An accomplished graduate of Linguistics from the University of Ilorin, with a solid background in customer service and broadcasting. Proven track record of improving customer satisfaction, leading successful teams, and implementing efficient processes. Adept at utilizing advanced customer service software and tools to deliver exceptional service in a remote setting.

Overview

11
11
years of professional experience
1
1
Certification

Work history

Reporter

Kwara State Broadcasting Corporation
01.2018 - 07.2020
  • Researched and reported on various news stories, enhancing the station’s content quality and viewership.

Team Lead (Remote Customer Service)

CNSSL Contact Limited
Ilorin
04.2012 - 09.2016
  • Led a team of customer service representatives in resolving online customer queries, achieving a 95% customer satisfaction rate
  • Implemented new strategies that reduced response time by 30%
  • Conducted regular training sessions to improve team performance and service delivery.

Teacher

National Youth Service Corps (Pearls International School, Ilorin Kwara State)
11.2009 - 10.2010
  • Delivered engaging lessons and assessed student performance, fostering an environment conducive to learning.

Education

Proficiency Certificate in Management -

Nigerian Institute of Management

B.A Linguistics (Second Class Lower Division) - undefined

University of Ilorin, Kwara State

Senior Secondary School Certificate - undefined

Barakat Community Secondary School, Ilorin

Skills

  • Customer Service: Expert in online customer query resolution and strategic customer interaction
  • Communication: Exceptional verbal and written communication skills
  • Leadership: Proven ability to lead, motivate, and manage teams
  • Technical Proficiency: Proficient in Microsoft Office Suite, Salesforce, and other customer service tools
  • Remote Work: Experienced in managing remote teams and utilizing remote collaboration tools
  • CRM Knowledge: Skilled in using Customer Relationship Management (CRM) systems to enhance customer service and support

Certification

  • Salesforce Certified Service Cloud Consultant
  • MTN "How May I Help You?" Training - Certificate of Attendance
  • MTN "Strategic Customer Focus" Training - HR Exponential Certificate
  • Time Management Training - Premier Vocational Training Institute
  • Proficiency Certificate in Management - Nigerian Institute of Management

Custom

Networking with professionals, staying updated with customer service trends, and enhancing remote work skills.

Personal Information

  • Date of birth: 09/16/87
  • Gender: Female

Timeline

Reporter - Kwara State Broadcasting Corporation
01.2018 - 07.2020
Team Lead (Remote Customer Service) - CNSSL Contact Limited
04.2012 - 09.2016
Teacher - National Youth Service Corps (Pearls International School, Ilorin Kwara State)
11.2009 - 10.2010
Nigerian Institute of Management - Proficiency Certificate in Management,
University of Ilorin, Kwara State - B.A Linguistics (Second Class Lower Division),
Barakat Community Secondary School, Ilorin - Senior Secondary School Certificate,

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YISA ESTHER NNADZWA