Pauline Yakubu
@paulineyakubu
I improve customer retention, support resolution, and product adoption through CRM-driven service.
NigeriaWhat I'm looking for
At Fidelity Bank’s Contact Center, I support customers across phone, chat, and email, engaging over 80% of a 130-customer daily target. I maintain 30–45 minute average resolution times and a 99% satisfaction rate.
I’ve led dormant-account reactivation efforts that achieved a 56% return rate, trained new agents and peers on CRM systems, and coordinated high-priority complaint resolution across teams. I also proposed email resolution-timeline notifications to improve transparency and customer trust.
Previously, at Isekit LTD, I demonstrated Rapisurv project-management software and delivered recommendations that increased product adoption and sales by 37%. My experience also includes research data collection and analysis for MSH’s US PMI-S Project using ODK, KOBO COLLECT, Power BI, Excel, and Google Sheets.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Fidelity Bank
May 2024 - Present (2 years 4 months)
Engaged over 80% of a 130-customer daily target across phone, chat, and email platforms. Spearheaded reactivation efforts with dormant account holders, achieving a 56% return rate and significantly reducing churn.
Education
Degrees, certifications, and relevant coursework
AFENET
Certificate, Health Information Systems
2023 - 2023
Completed DHIS 2 training, focusing on health data management and analysis.
Alliance Française du Jos
Diploma, French
Completed a diploma in French language studies, developing conversational proficiency.
BlueCrest University College
Bachelor of Science, Information Technology
Pursued a Bachelor of Science in Information Technology, gaining foundational knowledge in computing and information systems.
Udemy
Certificate, Product Management
2025 - 2025
Completed a course in Product Management, enhancing skills in product lifecycle and strategy.
NTA Television College
Diploma, Television Production
Earned a diploma in Television Production, covering key aspects of media production.
Udemy
Certificate, Project Management
Completed a course in Agile and Project Management, gaining skills in agile methodologies and project coordination.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
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