ILIYASU DONKOR ISHAKU ZAMBRANG
Customer Support Specialist, Customer Success Professional And Stakeholder Engagement Expert
Abuja
Summary
I am a dedicated and customer-focused professional with over 14 years of experience delivering exceptional customer service, stakeholder engagement, and operational support within Nigeria’s leading telecommunications company (MTN). I have experience in CRM systems, customer issue resolution, eSIM support, data management, and team leadership. I am passionate about transitioning into a remote customer service and support role where I can leverage my communication, problem-solving, and relationship management skills to enhance customer satisfaction, strengthen brand loyalty, and contribute to organizational growth. Furthermore, I am committed to providing timely, transparent, and customer-centric support that transforms customers into brand ambassadors.
Overview
2
2
Languages
2
2
Certifications
20
20
years of professional experience
Work History
Customer Care Consultant
MTN Nigeria (via Mactay Consulting and Alphatex Solutions Ltd.)
01.2012 - Current
- Deliver customer support services while ensuring compliance with established service standards and operational procedures.
- Generate and activate eSIMs while assisting customers with device onboarding and troubleshooting.
- Maintain accurate customer records using CRM and electronic data management systems.
- Train and mentor new staff in systems usage, customer service standards, and data management procedures.
- Lead customer engagement teams during MTN-sponsored events and marketing activations.
- Coordinate customer data collection, reporting, and documentation processes.
- Support product sales, customer onboarding, and service adoption initiatives.
- Manage procurement records and coordinate administrative support activities.
Business Development / Sales Representative
ISILIS Nigeria Limited
01.2010 - 01.2012
- Conducted market research and customer analysis to identify business opportunities.
- Supported development of marketing and sales strategies.
- Managed company website and social media content.
- Coordinated exhibitions, product demonstrations, and customer engagement activities.
- Maintained customer records and delivered post-sales support.
- Assisted in lead generation and customer acquisition initiatives.
National Youth Service Corps (NYSC)
Kaduna State Water Board
01.2009 - 01.2010
- Assisted with inspection, repair, and maintenance activities.
- Prepared reports and maintained operational records.
- Supported compliance with public sector operational standards.
Industrial Attachment – Engineering & Technical Services Department
Nigerian National Petroleum Corporation (NNPC), Kaduna
01.2006 - 01.2006
- Conducted inspection and testing activities.
- Assisted in engineering documentation and reporting to maintain compliance.
- Acquired knowledge of compliance practices in operational settings.
Education
Master of Business Administration (MBA) -
Miva Open University
Bachelor of Engineering (B.Eng.) - Metallurgical Engineering
Ahmadu Bello University
Zaria, Nigeria01-2009
Skills
Customer support
CRM systems and case management
Stakeholder engagement and retention
Conflict resolution and mediation
Data management and electronic Filing
ESIM support
Team leadership and mentoring
Customer onboarding and sales support
Technical troubleshooting
Process optimization and improvement
Certification
Oracle 11g Database Administration Certification — Oracle Corporation, United Kingdom (2011)
Interests
Exploring new experiences and cultures, Travelling, Learning emerging technologies, Meeting and engaging with diverse people, Professional development
Timeline
Customer Care Consultant
MTN Nigeria (via Mactay Consulting and Alphatex Solutions Ltd.)
01.2012 - Current
Business Development / Sales Representative
ISILIS Nigeria Limited
01.2010 - 01.2012
National Youth Service Corps (NYSC)
Kaduna State Water Board
01.2009 - 01.2010
Industrial Attachment – Engineering & Technical Services Department
Nigerian National Petroleum Corporation (NNPC), Kaduna
01.2006 - 01.2006
Bachelor of Engineering (B.Eng.) - Metallurgical Engineering
Ahmadu Bello University
Master of Business Administration (MBA) -
Miva Open University