1. YUSUF KASHIM
Contact: No 4,Isolagbade street,
Ope oluwa, ita-oshin,
Abeokuta, Ogun state.
Phone: 08066866321
Email:kashimyusuf@gmail.com
State of Origin: Oyo
QUALIFICATIONS:
 Premier Certified world class customer service executive(Centum Africa,2013)
 Fundamental Customer service ‘How may I help you’ certificate(mtnnigeria,2010)
 Accustomed to working in fast-paced environments with the ability to think quickly and
successfully handle difficult clients.
 Use the internet daily and know the workings of it from customer related applications to
management tools
 Excellent interpersonal skills, ability to work well with others, in both supervisory and
support staff roles.
 Ability to work with several operating systems
 Willing to relocate, travel and work on shift bases.
WORK EXPERIENCE
SocialMedia Lead
(@airtel_care) Abeokuta, January 2013
 Managing the team and Providing daily/weekly/Monthly report of team
performances/sales/productivity/activities to the Manager
 Provide back end support for all customers via Social Media and other facing units
including call centers, shops and corporate sales teams.
 Telemarketing of Airtel products to social media users
 Manage Airtel’s facebook, twitter , help email and live chat accounts.
 Actively involved in stimulating Up-selling & cross selling of products, services to social
media customers to meet and exceed sales revenue target.
 Ensure telesales target and associate monthly revenue target are achieved.
 Identify the Voice of customer experience to drive results into actions and increase the
customer loyalty base.
 Motivate & inspire the team.
 Make, Answer and resolve customer issues via phone calls.
 Responsible for the complete resolution of Class and Platinum Customers complaints,
queries and requests.
 Escalate technical issues to technical gurus.
Customer Care Associate/Platinum Segment,
Airtel Nigeria Abeokuta, 2012
 Managing all Airtel platinum executives which are the top tiers and the highest valued
Airtel customers
 Offering a world class customer service experience to Airtel VIP customers

2.  Delivering a one call resolution with excellent handling time.
 Monitoring and controlling the inactivity base of this segment, ensuring both Customer
retention and loyalty schemes
 Advising platinum customers on several Airtel product and services that best suit their
different spending patterns(Up-selling and cross-selling)
 Follow up to ensure customer satisfaction by calling them back where applicable.
Customer Care Associate, MTN Nigeria, Jos. 2010-2012
 Managing, training of team members on MTN product and services
 Resolving issues that are not been resolved from the frontline and escalating where
applicable.
 Calm angry callers and repair trust
 Managed a high-volume workload within a deadline-driven environment.
Resolved an average of 900 inquiries in any given week and consistently met
Performance benchmarks in all areas (speed, accuracy, volume).
EDUCATIONAL BACKGROUND
 Federal University of Technology, Minna Niger State. 2004-2008
 Kaduna Polytechnic, Kaduna. 1998-2002
 Abu-Bakr Gumi College Kaduna. 1993-1998
QUALIFICATION WITH GRADES OBTAINED
 B.Tech Geology Second Class Honors
 National Diploma in Mineral Resources Engineering Credit
 Senior Secondary School certificate Credit
HOBBIES
Sport and music.