Ishaku Exodus
Egbeda,Nigeria
Summary
Accomplished professional with extensive expertise in Quality Assurance, Performance Analysis, and Root Cause Analysis. Demonstrates strong skills in Trends Analysis, Effective Communication, and Leadership. Proven ability to drive Process Improvement and Change Management initiatives using Data Analysis tools such as Power BI. Adept at Coaching, Team Collaboration, and Customer Engagement to enhance organisational performance. Committed to continuous improvement and effective problem-solving to achieve business objectives.
Overview
8
8
years of professional experience
2012
2012
years of post-secondary education
Work history
Quality Assurance Analyst
Flutterwave NG
12.2023 - 01.2025
- Company Overview: Hybrid.
- Conduct quality assurance reviews on support tickets using the scorecard and provide actionable feedback to agents.
- Analyze DSAT tickets and deliver overviews of issues and improvement opportunities to team leads.
- Perform root cause analysis to identify underlying issues and recommend process improvements.
- Track and analyze trends, patterns, and gaps in agents' performance and overall QA metrics, proactively communicating findings to stakeholders.
- Collaborate with team leads to address trends and gaps in product and support processes, contributing to strategic solutions.
- Support team leads in executing performance improvement plans and providing tailored guidance to agents
- Foster continuous improvement through detailed documentation and education on best practices for tagging and note-taking.
Customer Experience Representative
Flutterwave NG
02.2022 - 01.2025
- Company Overview: Fully Remote
- Served as the first line of escalation for external issues and complaints.
- Resolved customer queries effectively, maintaining service quality standards.
- Obtained feedback from customers to improve service experience.
- Participated in weekly team meetings to discuss strategies and performance improvement plans.
- Maintained excellent client satisfaction by providing in-depth support.
- Educated customers on product use and initiatives.
- Collaborated with stakeholders to improve customer satisfaction.
Customer Relations - Retail Manager
MTN - Moonwalker Connect
03.2017 - 02.2021
- Supervised customer service representatives to ensure consistent service quality.
- Performed financial analysis and account reconciliations for postpaid customers.
- Managed escalations and guided customers on product and service use.
- Marketed MTN products and educated customers on new initiatives.
- Provided coaching support for staff members which resulted in enhanced performances.
- Managed store inventory by directing routine stock control procedures to maximise sales opportunities.
- Monitored stock levels and wrote timely order supply requests to replenish merchandise.
- Monitored competitors closely, enabling strategic pricing decisions and marketing efforts.
- Handled customer complaints effectively to maintain high levels of customer satisfaction.
- Understood what drives overall business success and prioritised and delivered quality results.
- Analysed consumer data to predict future purchasing trends for informed decision-making.
Education
BSc. - Microbiology
Ajayi Crowther University
Customer Service Professionalism Certification - undefined
MTN Nigeria
Desktop Publishing - undefined
Eagle Commerce Computer College
UDEMY
Laws & Rights
UDEMY
UDEMY
UDEMY
Skills
- Quality Assurance
- Performance Analysis
- Root Cause Analysis
- Trends analysis
- Trend Identification
- Effective Communication
- Coaching
- Time Management
- Problem-Solving
- Leadership
- Team Collaboration
- Customer engagement
- Process monitoring
- Data analysis tools
- Process Improvement
- Change management
- Power BI
- Data analysis
Languages
English
Fluent
Hausa
Fluent
Affiliations
- Reading,Traveling, Football and Music.
References
References available upon request.
Timeline
Quality Assurance Analyst
Flutterwave NG
12.2023 - 01.2025
Customer Experience Representative
Flutterwave NG
02.2022 - 01.2025
Customer Relations - Retail Manager
MTN - Moonwalker Connect
03.2017 - 02.2021
Customer Service Professionalism Certification - undefined
MTN Nigeria
Desktop Publishing - undefined
Eagle Commerce Computer College
BSc. - Microbiology
Ajayi Crowther University
UDEMY
Laws & Rights
UDEMY
UDEMY
UDEMY
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