Zainab Yussuf

Zainab Yussuf- |- Summary Customer Support professional with over 3 years of experience in client engagement, issue resolution, and process improvement across sales, administration, and consulting. Skilled in managing customer inquiries via phone, chat, and email, while maintaining empathy, accuracy, and professionalism. Proficient in digital tools such as Jira, Excel, PowerPoint, Word, and BPMN. Strong background in relationship management, problem-solving, and delivering positive customer experiences. Fluent in English and Yoruba. CORE SKILLS • Customer Support (Phone, Chat, Email): Skilled in handling inquiries, resolving issues, and providing empathetic assistance. • Complaint Resolution: Experienced in managing escalations, addressing concerns, and restoring customer trust. • Digital Tools: Proficient in Jira, Excel, PowerPoint, Word, BPMN, for tracking, reporting, and workflow management. • Customer Journey & Process Improvement: Able to map touchpoints, identify pain points, and propose service enhancements. • Sales & Order Management: Strong background in order processing, invoicing, and supporting operational efficiency. • Communication & Relationship Building: Excellent written and verbal skills with a focus on empathy and professionalism. • Problem-Solving & Analysis: Skilled at using data insights to anticipate needs and deliver solutions. • Remote Collaboration: Comfortable working with cross-functional teams in virtual environments. WORK EXPERIENCE D&B Consulting firm Oct 2024 - Jul 2025 Business Analyst Intern Lagos, Nigeria • Conducted customer journey mapping and user story analysis to identify pain points, leading to measurable improvements in customer satisfaction during projects. • Facilitated workshops and stakeholder interviews to capture customer needs, ensuring products and services were aligned with client expectations. • Designed wireframes and process flows that visualized customer interactions, creating more intuitive and user friendly service experiences. • Built business cases, MVP definitions, and process flowcharts to support customer focused decision making and service alignment. • Applied Jira for backlog prioritization, issue tracking, and requirements documentation, improving transparency and responsiveness to customer needs. • Delivered strategic insights through SWOT and PESTLE analysis, guiding product and service development around customer expectations. Oyo State Ministry of Land Oct 2023 - Jun 2024 Assistant Administrative Officer Oyo, Nigeria • Maintained accurate staff and client records in Excel and Word, ensuring data consistency and compliance while promptly resolving inquiries from staff and external stakeholders. • Designed automated Excel trackers to monitor regulatory compliance, reducing errors by 25% and enabling faster, more reliable information for service delivery. • Prepared official correspondence, reports, and memos (Word, Outlook, PowerPoint), ensuring timely communication and clear guidance for staff and clients. • Coordinated multi stakeholder meetings and workshops, improving workflow efficiency and enhancing responsiveness to internal and external service requests. • Collected and analysed training and welfare data, providing actionable insights that strengthened staff support and overall service quality. • Supported policy development and documentation, ensuring services were delivered consistently, transparently, and aligned with organizational standards. Honeysea Continental Limited Jun 2021 - Jun 2023 Sales & Finance Administrative Coordinator Lagos, Nigeria • Managed customer order entry with 99% accuracy, improving order to delivery efficiency by 30% through streamlined workflows. • Processed invoices, returns, and billing disputes, ensuring compliance with internal policies and resolving client issues promptly. • Issued and monitored return notes for damaged products, identifying recurring issues to enhance service processes and reduce future errors. • Conducted variance analysis and financial tracking, providing insights that supported timely service adjustments and improved client satisfaction. • Prepared monthly accounting and performance reports, enabling management to monitor service metrics and address customer needs proactively. • Partnered with the Sales Manager to monitor client accounts, strengthening relationships and contributing to repeat business. • Recognized as Employee of the Month (Oct & Dec 2022) for exceptional client support and service coordination. Global Dynasty Apr 2020 - May 2021 Customer Success Support Lagos, Nigeria • Collaborated with the Operations Manager to identify high value customer segments and refine service delivery, improving client retention and aligning services with business objectives. • Conducted monthly and quarterly customer satisfaction surveys, analysing trends to evaluate service effectiveness and provide actionable insights for strategic planning. • Engaged directly with customers to assess needs and recommend tailored solutions, increasing satisfaction and supporting upselling opportunities. • Delivered administrative and operational support during peak periods, enhancing team productivity and contributing to a 20% revenue increase through process efficiency. Oasis of Strength Jan 2019 - Feb 2020 Fitness Program Manager Lagos, Nigeria • Tracked client progress using Excel (BMI, workout plans, nutrition logs) to inform data driven adjustments and optimize fitness programs. • Increased client retention by 15% through consistent follow ups, personalized support, and motivational feedback. • Managed scheduling and progress reporting in Word & Excel, improving operational efficiency. • Implemented a referral tracking system in Excel, expanding customer base by 10%. • Built strong client relationships by delivering individualized, results focused guidance, fostering long term engagement. • Conducted weekly progress evaluations to tailor fitness and nutrition plans based on client health profiles and feedback. EDUCATION University of Ilorin Oct 2018 - Aug 2022 BsC., Sociology ACHIEVEMENTS • Employee of the Month at Honeysea (10/2022 & 12/2022):Recognized as the Employee of the Month at Honeysea Continental Limited in October & December 2022. • Number One National Distributor (07/2022 - 12/2022):Contributed to project that led Honeysea Continental to the status of number one distributor for a Geographical zone for Coca-Cola Nigeria based on performance in the market in 2022.