Open to opportunities

Yusuf Yusuf

@yusufyusuf

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I am a customer support specialist improving retention and satisfaction.

Nigeria

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What I'm looking for

I seek a customer-focused team role leveraging CRM and support skills, where I can improve processes, drive measurable retention and grow professionally.

I am a proactive Customer Support Specialist with 4+ years delivering exceptional service across live chat, email and CRM platforms. I consistently meet KPIs in fast-paced environments and focus on customer-centric solutions.

At my most recent role I provided real-time support for 70+ customers daily, achieving a 95% issue resolution rate and increasing customer retention by 17%. I maintained 94% CRM data accuracy and kept 99% adherence to performance targets.

I have supported account databases, developed response protocols that reduced response times by 20%, and spearheaded follow-ups that boosted repeat business. I bring technical proficiency with Zoom, Slack, Google Workspace and CRM tools, plus strong analytical and reporting skills.

I hold a BA in Literature in English and certifications in Customer Experience, CRM management and related professional development. I’m passionate about continuous improvement and eager to join a customer-focused team where I can drive measurable improvements.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Adeoti Limited Liability Company

Feb 2022 - Jun 2024 (2 years 4 months)

Provided real-time phone and chat support to 70+ customers daily, achieving a 95% issue resolution rate and increasing customer retention by 17%. Maintained 94% CRM data accuracy and consistently exceeded KPIs with 99% adherence.

Live Chat Support Phone Support Customer Retention KPIs

Assistant Customer Relations Officer

Paceefik Engineering Services Limited

Jan 2021 - Jan 2022 (1 year)

Managed a client database of 80+ accounts and achieved 95% complaint resolution, improving loyalty and reducing response times by 20% through new service protocols. Conducted follow-ups that increased repeat business by 10%.

Process Improvement CRM Tools Response Time Reduction

Customer Service Agent

The Palm Academy

Dec 2019 - Dec 2020 (1 year)

Delivered email and chat support to 50+ clients weekly, maintaining a 90% satisfaction rate and 92% first-contact resolution. Performed accurate data entry (90% precision) and contributed to process improvements.

Email Support Chat Support First Contact Resolutions Customer Satisfaction Data Entry Process Improvement CRM

Administrative Assistant (Internship)

BountyWorld Ventures

Jun 2019 - Nov 2019 (5 months)

Provided administrative support by managing client records and scheduling, contributing to a 15% increase in operational efficiency and achieving 90% customer satisfaction on handled queries.

Administrative Support Records Management Scheduling Report Preparation

Customer Support Intern

De-Olus Motors Nigeria Limited

Jan 2019 - May 2019 (4 months)

Assisted the customer service team with inquiries and service requests, helped maintain CRM accuracy, and supported complaint resolution improvements that reduced average resolution time by 10%.

Service Request Processing