Summary
Overview
Work history
Education
Skills
Websites
Accomplishments
Languages
Timeline
Generic

Ademuyiwa Ahmed

SHEFFIELD,United Kingdom

Summary

A dedicated professional and energetic problem solver with knack for fostering positive customer relationships and driving team performance. Demonstrates strong communication and conflict resolution skills, along with keen ability to manage and streamline processes. Committed to delivering outstanding service and operational excellence in any customer service role.

Overview

14
14
years of professional experience

Work history

Customer Service Manager, Walk-In Assistance Centr

MTN Nigeria Communication Limited
Osogbo, Nigeria
12.2023 - 08.2025
  • Managed over 32 customer service reps within the state including Connect Points.
  • Led customer service team in resolving complex inquiries and complaints effectively.
  • Transformed organisation’s vision into achievable operational strategies.
  • Ensured adherence to company culture and values at all times.
  • Prevented unethical practices by Customer Care Representatives.
  • Streamlined onboarding and integration process for new Connect Store staff.
  • Achieved KPI targets through diligent performance management.
  • Proactively identified and addressed risks associated with operations.
  • Cultivated strong client relationships to ensure high levels of satisfaction.
    Developed team training programmes for superior customer service delivery.
  • Led customer service team in resolving complex inquiries and complaints effectively.

Customer service representative/Consultant

MTN Nigeria Communication Limited
Osogbo, NIgeria
06.2011 - 11.2023
  • Managed customer interactions through telephone, electronic communication, and face-to-face engagements.
  • Configured various data products including MTN Fastlink, WiMAX, and WiFi/MIFI devices.
  • Achieved monthly sales targets by driving focused sales efforts.
  • Guided customers in selecting optimal MTN products and services.
  • Migrated customers between prepaid and postpaid accounts as required.
  • Verified and reconciled postpaid subscriber accounts to ensure accuracy.
  • Marketed new company products while providing after-sales support.
  • Compiled weekly and monthly reports on foot traffic, value-added services, and sales metrics.

Education

Master of Arts - International Relations and Global Crises

Sheffield Hallam University
Sheffield
09.2025 -

Master of Business Administration - Marketing

Obafemi Awolowo University
Nigeria
07.2013 - 11.2015

Bachelor of Arts - English Education

UNiversity of Ibadan
Nigeria
12.2003 - 05.2008

Skills

  • Interpersonal Skills
  • Data Entry
  • Time Management
  • Upselling
  • Till Operation
  • Patience
  • Persuasive Speaking Skills
  • Team Building

Websites

Accomplishments

Best Performing Connect Store/Walk-In Assistance Centre Award MTN Nigeria Ibadan Connect Operations Quality Champion MTN Nigeria - Quality Assurance (now Quality Control and Compliance)

Jan 2025

The Connect Store/Walk-In Assistance Centre managed by me was awarded the Best Performing Shop for achieving 85% of KPIs - both financial and non-financial - in the Southwest Region, Nigeria for the FY24.


Nov 2011

I was among the twenty-one (21) staff members that were recognised and awarded nationwide for demonstrating commitment to Quality Service Delivery within Customer Relations Division, MTN Nigeria.

Languages

English
Advanced

Timeline

Master of Arts - International Relations and Global Crises

Sheffield Hallam University
09.2025 -

Customer Service Manager, Walk-In Assistance Centr

MTN Nigeria Communication Limited
12.2023 - 08.2025

Master of Business Administration - Marketing

Obafemi Awolowo University
07.2013 - 11.2015

Customer service representative/Consultant

MTN Nigeria Communication Limited
06.2011 - 11.2023

Bachelor of Arts - English Education

UNiversity of Ibadan
12.2003 - 05.2008

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Ademuyiwa Ahmed