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Zainab Yusuf

@zainabyusuf2

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Customer service and retention specialist at Premier SOURCE who achieved a 15% lead-to-policy conversion rate.

Nigeria

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What I'm looking for

I'm seeking a role in a dynamic organization where I can apply my customer service experience, build strong customer relationships, resolve complex issues, and contribute to the organization’s success and reputation.

At Premier SOURCE, I managed calls with prospective clients interested in whole life insurance and assessed their suitability through pre-qualification questions. I routed qualified leads to licensed agents and achieved a 15% lead-to-policy conversion rate.

I also addressed objections and customer inquiries while following company policies and legal regulations. My initial client interactions contributed to a 40% increase in scheduled consultations.

At AG Marketing, I contacted customers to resolve concerns, handle complaints and cancellation requests, and identify retention opportunities. I worked with sales, marketing, and product teams to support customer retention strategies.

At Call Experts, I handled inbound and outbound calls, conducted cold calls, and transferred customers to licensed advisors. I also provided product and service support and regularly achieved or exceeded assigned sales goals.

Experience

Work history, roles, and key accomplishments

Lead Communication Specialist

Premier Source

Sep 2025 - Apr 2026 (7 months)

Managed over 500 inbound and outbound calls daily, screened and qualified prospects for life insurance, and routed leads to licensed agents. Achieved a 15% lead-to-policy conversion rate and contributed to a 40% increase in scheduled consultations.

Communication Skills CRM Lead Qualification Objection Handling Compliance Customer Relationship Management

Customer Retention Specialist

AG Marketing

Oct 2024 - Sep 2025 (11 months)

Proactively reached out to customers to resolve concerns, managed complaints and cancellation requests, and analyzed customer behavior to identify retention opportunities. Collaborated with cross-functional teams to support retention strategies.

Customer Retention Communication Skills Problem Solving Data Analysis Collaboration

Customer Service Representative

Call Experts

Dec 2022 - Oct 2024 (1 year 10 months)

Conducted cold calls and managed 150-250 inbound and outbound calls daily in a high-volume call center. Facilitated live transfers to licensed advisors and consistently met sales goals.

Cold Calling Communication Skills Customer Service Sales Call Center