Open to opportunities

Yusuf Grace

@yusufgrace

Message

Customer service leader driving team performance, efficient processes, and exceptional client experiences.

Nigeria

Message

What I'm looking for

I seek a customer-facing leadership role where I can improve processes, mentor teams, collaborate across departments, and drive excellent customer outcomes.

I am a results-driven Customer Service Leader with over 3 years' experience delivering high-quality client support, mentoring teams, and implementing processes that improve response times and reduce repeat issues. I lead with empathy and structure, having supervised representatives, handled escalations professionally, and collaborated cross-functionally to enhance customer experience.

I have a proven record of resolving over 95% of escalations without further escalation, introducing feedback loops to capture customer insights, and organizing training to upskill teams. I am ready to bring leadership, strong communication, and operational discipline to customer-facing teams across any industry.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

Unknown

Oct 2023 - Present (2 years 2 months)

Lead and supervised a team of customer service representatives, implemented support processes that improved response time, and resolved over 95% of escalations without further action.

Team Leadership Customer service management Escalations Process Improvement CRM Cross Functional Collaboration

Customer Service Representative

Unknown

Mar 2021 - Sep 2023 (2 years 6 months)

Delivered timely multi-channel support, maintained CRM records, and consistently ranked among top performers for customer satisfaction and response time while mentoring new hires.