Yusuf Isioye
Lagos
Summary
Results-driven Customer Experience Officer known for productive and efficient task completion. Possess specialized skills in customer relationship management, data analysis, and service improvement strategies. Excel at communication, problem-solving, and adaptability, ensuring exceptional customer experiences across various touchpoints. Seasoned Customer Experience Officer with solid background in customer service and relationship management. Notable strengths include conflict resolution, problem-solving, and communication skills. Demonstrated ability to influence customer satisfaction and loyalty while driving company success through innovative strategies. Previous roles resulted in improved workflow processes, enhanced team collaboration, and elevated customer experience standards.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Experience Officer
Eko Electricity Distribution Company
Lekki District
05.2022 - Current
- Company Overview: EKEDP is one of the electricity distribution companies in Lagos, Nigeria. The company distributes electricity allocated to them from the Transmission company of Nigeria to customers within their zones. Website: https://ekedp.com/
- Improved the closure rate of customer complaints in the district from 80% to 92%
- Ensured customer’s complaints were resolved within the given SLA for each complaint.
- Developed a system of following up with customer’s complaints daily to increase the rate of closure.
- Received documented accolades from customers regarding the management and resolution of their complaints.
- Received documented accolades on granting of customer’s request and enquiry.
- Gave lectures on customer relationship and interaction to other departments in the district.
- Developed excellent relationships with customer hence as I have a lot of recurring customers.
- Received complaints logged via walk-in, WhatsApp, emails, and phone calls, escalated and followed up till closure while giving feedbacks to customer.
- EKEDP is one of the electricity distribution companies in Lagos, Nigeria. The company distributes electricity allocated to them from the Transmission company of Nigeria to customers within their zones. Website: https://ekedp.com/
Report Automation Engineer
Huawei Technologies
Remote
08.2020 - 08.2021
- Wrote codes to implement graphical analysis of network data for different clients using Huawei’s Integrated Development Environment called OWS (Operations Web Services)
- Developed solution designs and test reports for each solution implemented after analysis according to the given pain point.
- Creation and modification of data to each client website on OWS using JavaScript.
- Used a combination of JavaScript, Python and Excel Macros to automate reports from creation, analysis and sending to the end user.
- Modified and created data requirements for each client website on the GIS (Geographic Information System) of Huawei.
- Testing and analysis of already created codes to increase quality assurance.
- Orientation and coordination of new staff educating them on the basic practices of application development on OWS from data models to implementing page designs and creating workflows for business processes.
- Oversaw the SA Namibia project of creating NOC KPIs data, the project was completed before the given timeline and feedback on progress of the project was communicated to the stakeholders involved daily.
Operation Systems Support Engineering Intern
Huawei Technologies
On-site
03.2018 - 11.2018
- Automation of over 80 Airtel core reports with Automation Anywhere software, creating workflows and ensuring the final report gets to the end user at the right time. This increased the efficiency of engineers giving them the space to work on other projects as manual processes had been automated.
- Developed excel macros for MTN back office engineers to summarize their daily reports, both in a graphical and concise tabular form.
- Part of team that developed the OWS bot, a tool developed to automate some day-day processes on OWS and I developed an OWS bot manual as documentation for reference purposes.
Education
BSc. - Systems Engineering
University of Lagos
Akoka, Lagos, Nigeria01-2020
Foundation in Systems Engineering -
University of Lagos
01.2015
Skills
- Critical thinking
- Empathy
- Responsiveness
- Self-awareness
- Leadership
- Public speaking
- Team player
- Collaboration
- Documentation
- Time management
- Effective communication
- Customer experience
- Adaptability
- Ability to work under pressure
- Organizational skills
- Problem solving
- Giving and receiving feedback
- Complaint resolution
- Customer relationship management
- Data analysis
- Stakeholder communication
- Team collaboration
- Attention to detail
- Patience and composure
- Customer feedback analysis
- Complaint handling
- Computer skills
- Customer retention
- Product knowledge
- Multitasking Capability
- SLA adherence
Certification
- Responsive Web Design, FreeCodeCamp, 2022
- SǪL, Sololearn, 2021
- Frontend Development(HTML,CSS,JAVASCRIPT), SideHustle, 2021
- Certified Cisco Network Associate (CCNA), HiiT, 2021
- Short Course: Project Management Professional, Charles Sturt University, 2020
- Short Course: Program Management Professional, Charles Sturt University, 2020
- Short Course: Computer Network Fundamentals, Charles Sturt University, 2020
- ANZ: Virtual Experience Program Participant Certificate, ANZ, 2020
- Health, Safety and Environment, International Association of Safety Professionals, 2019
Hobbies and Interests
- Volunteering
- Movie Reviews
- Novels
- Games
References
Available upon request
Volunteer Experience
Engineering Career Expo (ECX), 2019, Publicist, Volunteered with the Engineering Career Expo team as a publicist to bring awareness about the platform aimed to fortify engineering students with the necessary skills to survive in the corporate world.
References
References available upon request.
Timeline
Customer Experience Officer
Eko Electricity Distribution Company
05.2022 - Current
Report Automation Engineer
Huawei Technologies
08.2020 - 08.2021
Operation Systems Support Engineering Intern
Huawei Technologies
03.2018 - 11.2018
BSc. - Systems Engineering
University of Lagos
Foundation in Systems Engineering -
University of Lagos
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