Summary
Work History
Overview
Education
Skills
Accomplishments
References
Projects
Languages
Work Availability
Quote
Timeline
Generic
YUSUF YUNUS

YUSUF YUNUS

ACCRA

Summary

An accomplished and results-driven professional with progressive experience in resolving customer complaints, directing lead generation, updating unqualified fixed service applicants and offering alternative service. Analytical professional skilled in successfully navigating corporations large and small through periods of accelerated growth. Collaborative communicator continually focused on building relationships and promoting synergy across business lines and global units to drive positive change, cohesive, comprehensive business approaches and enhanced profitability. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Work History

FTTH AGILE TEAM

VODAFONE GHANA
05.2018 - Current
  • Monitoring and management of fibre accounts created through the agile work flow
  • Assignment of Numbers for paid accounts on UNIK
  • Support to field engineers on on-boarding of customers FBB onto the network using U2000/NCE
  • Provisioning of Voice (landline) using U2020 and Alcatel Switch
  • Handling of customer complaints on voice and data issues.
  • Led workshops on Agile principles and best practices.
  • Assisted teams in identifying blockers or impediments that were preventing them from achieving their goals.
  • Analyzed process data to identify trends and opportunities for improvement.
  • Mentored junior members of the team on the agile methodology.

CUSTOMER MANAGEMENT ANALYST HQ

Vodafone Ghana
Accra
05.2015 - 05.2018
  • Process accounts for payment for onboarding fee through tracking and sending SMS reminders to qualified applicants in a timely manner
  • Successfully authorise and create fixed applications in the ordering system
  • Resolved customer issues including difficult or sensitive issues (HVC, brand damaging customer etc.)
  • Spearheaded internal and external customers throughout the fault repair process
  • Promptly resolved customer complaints through escalation from National Communications Authority (NCA) Senior Management Team (SMT), Social Media
  • Actively monitored the process to identify and correct process fall out and directed end to end FBB acquisition process to make sure that all support teams perform their activities with agreed timelines
  • Ensured timely resolution of reported jobs through following up with support teams
  • Directed and managed Lead Generation; proposed alternatives for non-qualified service applicants.

TEAM LEAD

Vodafone Retail Shop ANC Mall
08.2012 - 05.2015
  • Expertly managed complaints handled post-paid mobile customers and supported in registering new customers
  • Delivered excellent customer service, educated customers in resolving mobile data issues and handled customer issues on either mobile or fixed.

SHOP ASSISTANT

Vodafone Retail Shop Accra Mall
03.2012 - 08.2012
  • Promoted products and provided pricing information by clarifying customer request
  • Accomplished department and organisation mission by finalising related results as needed
  • Rendered expertise in managing and handling Stock and configuring data.

SHOP ASSISTANT

Vodafone Retail Shop Madina (N.S)
01.2011 - 01.2012
  • Promoted products and provided pricing information by clarifying customer request
  • Accomplished department and organisation mission by finalising related results as needed
  • Rendered expertise in managing and handling Stock and configuring data.

FRONT DESK/SALES ASSISTANCE

H2 Concept Nigeria Ltd
01.2003 - 01.2005
  • Greeted customers and provided excellent customer service.
  • Assisted customers with product selection, payment processing, and answered questions about products or services.
  • Operated the cash register system to process payments from customers.
  • Maintained accurate records of daily sales transactions.
  • Responded promptly to customer inquiries via phone, email, and in-person visits.
  • Provided assistance to customers who had difficulty using store equipment or finding items in the store.

Overview

10
10
years of professional experience

Education

Msc ORGANISATIONAL PSYCHOLOGY -

UNICAF UNIVERSITY CYPRUS
11.2023

B.SC Public Admin, Public Finance, Project Planning and Analysis, Procurement, Administrative Law, Accounting, Public Personnel Management, Strategic Management, Wages and Salary Admin, Communications, Management in Information Systems, Tax Admin, Gender, Environmental Management -

Ghana Institute of Management & Public Administration
01.2011

B.Sc. Public Admin, Intro to Public admin, Psychology, International Relations, Social Psychology, Statistics, Accounting, Business Admin, Use of English -

University of Abuja
01.2008

Senior School Certificate, Commerce, Economics, Accounting, Government, Mathematics, English, Biology -

Hopebay College
01.2003

A+ Certified PC Technician (Hardware) -

N.I.I.T

Skills

  • Windows & Office Tools: Microsoft Office Intermediate
  • Leadership & Mentoring
  • Astute Communication
  • Data Analyst
  • Customer Support
  • Relationship Building
  • Office Administration
  • Process Improvement
  • Innovative Planning
  • Inter-personal Skills
  • Customer Assistance
  • Retail Merchandising
  • Cash Handling
  • Inventory Management
  • Payment Processing
  • Store Organization
  • Order Management
  • Store Policies and Procedures
  • Meeting Sales Goals
  • Exceeding Customer Expectations
  • Safety and Cleanliness Standards
  • Computer Proficiency and Microsoft Office
  • Team Leadership
  • Speech Clarity
  • Positive Customer Engagement
  • Attention to Detail
  • Information Analysis

Accomplishments

  • 2012 Best National Service Personnel Vodafone Retail Shop Accra Mall
  • 2016/2017 Q2 Best Performer Customer Management Team Vodafone Ghana

References

  • Fanny Adams Quagrainie, Lecturer, Ghana institute of Management and public Admin (Gimpa), 0277758519
  • Bridget Dzogbenu, Account Manager, Vodafone Ghana, 0202002787
  • Alexandra Abrokwah, Digital Transfomation Manager, Vodafone Ghana, 0202004575

Projects

FTTH AGILE PROJECT, A 9 man Team tasked to redesigned the structure/strategy of the on boarding FTTH customer, cutting down on the internal chain of task flow whiles also improving on the CXX., 3 Months DATA CLEANSING, Total of 30,000 customers with mismatch information or accounts due to system migration. Core task is to identify and tag mismatch accounts send to appropriate i.t team for correction. Contact customers for an update on their information on our system., 2 weeks

Languages

  • English
  • Hausa
  • Tem

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Every problem is a gift—without problems we would not grow.
Tony Robbins

Timeline

FTTH AGILE TEAM

VODAFONE GHANA
05.2018 - Current

CUSTOMER MANAGEMENT ANALYST HQ

Vodafone Ghana
05.2015 - 05.2018

TEAM LEAD

Vodafone Retail Shop ANC Mall
08.2012 - 05.2015

SHOP ASSISTANT

Vodafone Retail Shop Accra Mall
03.2012 - 08.2012

SHOP ASSISTANT

Vodafone Retail Shop Madina (N.S)
01.2011 - 01.2012

FRONT DESK/SALES ASSISTANCE

H2 Concept Nigeria Ltd
01.2003 - 01.2005

Msc ORGANISATIONAL PSYCHOLOGY -

UNICAF UNIVERSITY CYPRUS

B.SC Public Admin, Public Finance, Project Planning and Analysis, Procurement, Administrative Law, Accounting, Public Personnel Management, Strategic Management, Wages and Salary Admin, Communications, Management in Information Systems, Tax Admin, Gender, Environmental Management -

Ghana Institute of Management & Public Administration

B.Sc. Public Admin, Intro to Public admin, Psychology, International Relations, Social Psychology, Statistics, Accounting, Business Admin, Use of English -

University of Abuja

Senior School Certificate, Commerce, Economics, Accounting, Government, Mathematics, English, Biology -

Hopebay College

A+ Certified PC Technician (Hardware) -

N.I.I.T

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