This document contains a resume for James Tertsea ASHI. It details his educational background including a BSc in Political Science from Benue State University. It provides an employment history starting from 2011 including roles as a Customer Care Executive, Research Interviewer, and Project Officer. His current role is as a Retail Advisor/Team Leader for EMTS Staff Multipurpose Cooperative Society seconded to Etisalat Nigeria since 2013. Responsibilities in this role include direct sales, customer care, promotions, and market intelligence gathering. Additional experience includes setting up an Etisalat mini sales kiosk and negotiating taxes and rents on behalf of Etisalat. Relevant skills, hobbies, and references are

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James Tertsea ASHI
82, Lane 3 Behind Our Lady of Perpetual Help Cathedral,
Off Naka Road,
Makurdi, Benue State, Nigeria
Mobile: +234 809 944 7678 / +234 706 111 4927
Email: jamesashi.ja@gmail.com
1. Position: Retail Advisor/Team Leader, MPOS (Retail Sales Division)
2. Employer: ESMCS Limited (Seconded to EMTS Etisalat Nigeria)
3. Date of Birth: 25 October 1986 Nationality: Nigerian
4. Education:
Graduate Benue State University Makurdi, Nigeria:
BSc. (Hons) Political Science (2008)
5. Committee Membership:
Member, Etisalat North One (1) Regional Team Bonding
Planning Committee: 2015
6. Trainings and Workshops:
Attended several courses, workshops and conferences in
Nigeria, in areas related to customer experience, performance
management and mentoring:
 Customer Experience Training for Subscriber Registration
Officer / Field Sales Officers; Resource Intermediaries
Limited (RIL), Abuja, Nigeria (2012)
 Training on Consultative Selling Skills; Chyles Pathways
Leadership Development, Abuja, Nigeria (2015)
 Professionalism, Business Etiquette and Personal
Accountability, Online Training (March 2016)
 Communicating with Professionalism and Etiquette, Online
Training (March 2016)
7. Awards:
 Certified Etisalat Geek (2016)
8. Country of Work: Nigeria
9. Languages:
Language Speaking Reading Writing
English Excellent Excellent Excellent
Tiv Very Good Very Good Fair

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10. Employment Record:
Dates of Employment: June 2013 to date
Employer: EMTS Staff Multipurpose Cooperative Society (Etisalat Nig.)
Position Held: Retail Advisor/Team Leader MPOS (Retail Sales Division),
Makurdi
Responsibilities:
 Perform and supervise all direct sales of Etisalat Nigeria’s product to end
users/customers
 Manage selling and customer care activities.
 Facilitate conduct of periodic stock count and spot checks to ensure
minimal occurrence of stock losses.
 Ensure compliance with all health/safety and emergency policies and
procedures.
 Ensure proper maintenance of equipment and fixtures within and outside
the mobile unit
 Organize and participate in product education/participation, promotions
and activations
 Promote and carry out cross-sell and up-sell opportunities across the region
using customer intelligence and user behavior
 Report findings on customer related market intelligence (acquired in the
course of sales activities) to the manager regional sales for escalation as
required
 Analyze and proactively gather customer data, feedback and complaints to
identify improvements to channel execution, thereby ensuring maximum
customer satisfaction are delivered across all touch points
 Prepare/compare agreed periodic activities and performance report for the
attention of the manager regional sales
 Work closely with dealers, sub dealers and trade agents to identify
frequently observed issues and complaints from customers so as achieve
better results on the network with a view to increase overall customer
satisfaction
 Attend team/departmental briefings as required.
 Facilitate and create route plans across the state to ensure subscribers in
remote areas have a feel of the network
 Execute any other deliverables as required by the Manager, Retail Sales
Dates of Employment: June 2011 to June 2013
Employer: Resource Intermediaries Limited (Seconded to Etisalat
Nigeria)
Position Held: Customer Care Executive; Kano Contact Operations
Responsibilities:
 Registration of subscribers’ sim card and activation.
 Attending and resolving customer’s queries and enquiries promptly and
courteously at all times.

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 Troubleshooting to resolve any customer’s complaint and escalating to
appropriate unit where necessary.
 Providing adequate information on the company’s product and services
to customers as well as educating them on making the best use of it.
 Adherence to job schedule and ensuring availability throughout the
period.
 Handle other issues as assigned by the Supervisor, Sim Reg Operations.
Dates of Employment: November 2010 – May 2011
Employer: National Bureau of Statistics (Various Locations)
Position Held: Research Interviewer
Responsibilities:
 Data Collection through interviewing of selected respondents
 Ensure information collected is true
 Educate respondent on terms, conditions and reason of the research
 Ensure appropriate filling and documentation of the questionnaires
 Proper escalating to other support units where necessary
 Ensure compliance
 Track escalations wherever appropriate to ensure effective resolution
 Prepare/compile agreed activity report for the attention of the
supervisor and other relevant parties
 Perform other duties as assigned by the Supervisor.
Dates of Employment: July 2010 – October 2010
Employer: Global Initiative for African Development
Position Held: Project Officer
Responsibilities:
 Development of projects
 Writing of project proposals and follow up as required
 Planning and organizing trainings and workshops
 Ensure compliance and proper running of day to day office activity
 Escalate issues wherever appropriate to ensure effective resolution
 Prepare/compile agreed activity report for the attention of the HOD
and other relevant parties
 Perform other duties as assigned by the HOD.
Dates of Employment: July 2009 – July 2010
Employer: Federal Ministry of Agriculture (HQ); Abuja, Nigeria
Position Held: Desk Officer (NYSC Scheme)
Responsibilities:
 Documentation / filling of incoming and outgoing files and mails
 Receiving of Visitors

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11. Project/Assignments:
Name of assignment
or project
Setup of Etisalat Mini Sales Kiosk in Benue State Nigeria
Year 2014
Location North Central, Nigeria
Client Retail Sales Division, Etisalat, Nigeria
Main Project
Features
Deployment and Setup of Mini Sales Kiosk( a partnership between
Etisalat and Total Plc)
Position Held Team Member
Activities Performed
 Identification of location coordinates for Makurdi and Gboko
Kiosk.
 Assisted in training of Customer Experience Officers for
Gboko Kiosk
Name of assignment
or project
Negotiation and Disbursement of Tax & Rent Cheques in Benue
State on behalf of Etisalat Nigeria / IHS
Year Various
Location Various locations in Benue State
Client Government Relations Departments, Etisalat Nigeria
Main Project
Features
Negotiation of tax levis with relevant government bodies and
Issuing of cheques ( & Cash Payments where needed ) to State and
Local governments as well as issuing rent cheques to Land lords in
Benue State with proper documentation of the process.
Position Held Company Representative
Activities Performed
 Negotiation of Tax Levies
 Issuing of cheques, documentation and receipt collection
Name of Assignment
Nigerian Communications Commission (NCC) Consumer
Parliament
Year 2011
Location Oturkpo, Benue State, Nigeria
Client Government Relations Department, Etisalat Nigeria
Main Project
Features
Represented the company at the NCC parliament forums
Position Held Team Member
Activities Performed Provided clarification to customers with regards to etisalat services

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12. Relevant Skills and Attributes:
 Listening and problem solving skills
 Effective use of initiative
 Ability to work under pressure
 Excellent communications skills; written and oral combined
with positive inter-personal skills
 Good team player with strong analytical mind
 Highly motivated, adaptable and organized
 Integrity and Honesty
 Effective use of Microsoft Proficiency
13. Hobbies:
 Travelling
 Reading
 Learning
 Watching Movies
14. Referees:
Mr. Danjuma Nimjul Bigun
Ntel,
Abuja.
+234 809 944 1161
Mr. Ashi Terver Paul
Standards Organization of Nigeria
Wuse Zone 7, Abuja
+234 806 158 3561
Mrs. Maryam Igyundu
NYSC, Secretariat Wuse Zone 4
Abuja.
+234 808 083 7732