Nafisa Kabir Ahmad
Bompai,Nigeria
Summary
A Business Administration graduate who worked as a Training and Development Specialist for frontline staff at EMTS T2mobile (formerly known as 9mobile) Nigeria. I have over 15 years of experience in building learning culture, developing learning plans, managing learning operations, managing recruitment/ selection and delivering excellent customer service. Over the years, I have demonstrated expertise in the professional development of employees in the telecommunication industry through recruiting, training, motivating and coaching employees as well as measuring performance. In addition, I have successfully conducted long-term, high-impact projects focused on organizational communication, performance management, skills development & improvement. I have a degree in Business Administration, a Post Graduate Diploma in Banking and Finance and a master’s degree in business administration with 4 years of work experience as a Sales Consultant with the MTN Connect store, 2 years as a Customer Care Executive with EMTS Etisalat. Offering strong background in communication and organisational skills, combined with keen ability to engage and motivate learners. Knowledgeable about adult learning principles and creating interactive training sessions. Ready to use and develop skills in programme development, facilitation, and performance assessment in [Desired Position] role.
Overview
27
27
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Training Specialist
EMTS T2mobile
2011.10 - 2025.12
- Prepare training schedule and deliver training with outcomes which support Consumer Sales and Services.
- Engaging with internal and external stakeholders to identify service gaps and working with them to improve processes that would ensure improvement in quality of service provided across consumer sales and services which in turn will improve overall customer satisfaction.
- Design, develop and deploy classroom (physical and virtual) online and digital learning programs and courses through learning management systems to improve job functions across Consumer Sales and Services.
- Provide logistics support in the execution of all training programs.
- Attend team/divisional/departmental meetings as required.
- Conduct post-training assessments as well as continuous assessments to evaluate skill levels within Consumer Sales and Services.
- Conduct continuous coaching to ensure consumer sales and service offerings and standards are maintained and improved.
- Ensure that all training interventions are tailored to support business growth and improved service offering by identifying training needs/gaps and delivering required training within agreed timelines.
- Ensure that feedback from all quality assurance evaluations is incorporated into subsequent customer service training interventions.
Customer Care Executive
EMTS 9mobile now T2 Mobile
2009.06 - 2011.01
- Resolve queries relating to Customers.
- Participating on Business Readiness Test on Product and Service
- Translation of interactive voice Response (IVR) to Hausa language
- Educating Customers on Products and Services offered by the company
- Ensuring customers buy packages that are suitable for their needs.
- Problem resolution
- Troubleshoot and escalate unresolved customer queries to the appropriate unit.
Customer Care and Sales Consultant
MTN Connect Store (Advantica Concepts)
2004.05 - 2009.06
- Promoting and selling MTN products and services and providing customers with information on products and services
- Generate funds from sales and after sales support.
- Ensuring customers buy packages that are suitable for their needs.
- Activating contract lines and carrying out sim swaps.
- Resolve customer enquiries, troubleshoot, and escalate unresolved customer queries to the appropriate unit.
- Problem resolution
- Performing administrative duties
- Taking minutes of weekly meetings and compiling weekly reports
- Transfer knowledge and train new users
- Collecting and filing all documentation received from customers.
- Document actions taken to resolve customer problems.
- Update spreadsheets of all documentation physically received to check and follow up online activations.
- Utilised CRM software efficiently, improving lead tracking and follow-ups.
- Nurtured leads into successful conversions, boosting overall sales figures.
- Managed key accounts resulting in increased profitability for the company.
- Closed complex deals with a strategic and customer-focused approach.
- Dealt with customer queries effectively, maintaining high quality service standards.
NYSC
Kano State Investment And Properties Limited
1999.01 - 2000.01
- Appraisal and analysis of company annual reports of quoted and unquoted companies.
- Ensuring that rent is paid on time, collection of rent money and ensuring correct amounts are paid for K.S.I.P housing estate.
Education
Bsc - Business Administration
Bayero University Kano
1994.01 - 1998.01
Post Graduate Diploma - Banking and Finance
2000.01 - 2001.01
Master’s - Business Administration
2001.01 - 2002.01
Skills
- Leadership development programmes
- Cultural sensitivity awareness
- On-The-Job coaching
- Learner engagement
- Customer service trained
Certification
- Customer Experience Training Beyond Philosophy.
- ISO QMS 9001:2008 Implementation Course.
- ISO QMS 9001:2008 Auditors Course.
- IRCA Certified ISO 9001:2015 Auditor Transition Training Course.
- Training Accreditation Program UK Certification in Training Needs Analysis
- Training Accreditation Program Certification UK in Training Design and Development.
- Training Accreditation Program UK Certification in Training Delivery.
- Training Accreditation Program UK Certification in Blended Learning.
Referees
- Babangida, Mukaddas, Head of Department Regional Sales, 08099446914, EMTS 9mobile, Kano State
- Hajiya Fatima, Imam, 08032038050, Advantica Concepts MTN Connect Stores, No 5a Zoo Road, Kano State
Projects
1. Conducting ISO Internal Audits:
I belong to a team of Internal auditors whose main objective for the organization is to ensure conformity with all processes and to assess effectiveness of all processes within the scope to ensure that customers and other stakeholders are provided with exceptional quality of service., 2. Customer Experience Training for the Social Media Team:
I championed a project which was aimed at equipping the social media team in the customer care department with relevant skills that are required of them. Some of which include knowing the current social media trends and best practices. This included sourcing for vendors that are subject matter experts in this field. Organizing meetings with stakeholders to deliver their pitch. Coordinating the training delivery, ensuring knowledge and skills learnt are being applied and evaluating performance., 3. Customer Experience Training for EHealth Africa Clinics
I joined Smart Relief Facilitators to conduct a customer service training for the frontline staff of Ehealth Africa Clinics. The objective was to improve interactions between the staff and their clients.
Educational Background
Primary Schools:
Kamar’s nursery and primary School Beirut Lebanon 1980-1982
British School of Tripoli Libya 1983 - 1984
American school of Niamey Niger Republic 1985-1987
Secondary Schools
Hurlingham and Chelsea London 1987-1988
Federal Government Girl’s College Bakori 1988-1993
Accomplishments
CC Director's Award presented in 2022 for outstanding performance and positive contribution to the success of the customer care department.
Timeline
Training Specialist
EMTS T2mobile
2011.10 - 2025.12
Customer Care Executive
EMTS 9mobile now T2 Mobile
2009.06 - 2011.01
Customer Care and Sales Consultant
MTN Connect Store (Advantica Concepts)
2004.05 - 2009.06
Master’s - Business Administration
2001.01 - 2002.01
Post Graduate Diploma - Banking and Finance
2000.01 - 2001.01
NYSC
Kano State Investment And Properties Limited
1999.01 - 2000.01
Bsc - Business Administration
Bayero University Kano
1994.01 - 1998.01