YAHYA MORRO BALDEH
Newport
Summary
Empathetic professional with exceptional customer service and interpersonal skills. Proven ability to perform under pressure while effectively managing time and prioritizing tasks. Strong resilience and active listening skills enhance client interactions and satisfaction.
Overview
12
12
years of professional experience
Work history
Customer Expert Outbound
The RAC
Bristol
04.2024 - Current
- Secured client retention through exceptional after-sales service.
- Achieved daily performance targets, contributing to departmental sales objectives.
- Assessed customer needs via targeted questioning and attentive listening.
- Addressed objections to minimise declines in potential sales opportunities.
- Applied analytical skills to resolve client queries efficiently.
- Maintained up-to-date product knowledge to enhance sales confidence.
- Managed high call volumes with professionalism to ensure outstanding service.
- Made more than 380k in revenue.
- Managed more than 50 calls per day.
Customer Service Advisor
Teleperformance (Lloyds Banking Group)
Bristol
01.2023 - 02.2026
- Ensured compliance with privacy and security requirements set by national legislation.
- Addressed customer service enquiries promptly and accurately.
- Managed complaints with professionalism, delivering effective solutions to maintain customer satisfaction.
- Cultivated warm rapport with customers through phone, email, and live chat interactions.
Support Worker
City Pharmacy
Banjul, Gambia
12.2019 - 12.2022
- Entered current customer, payment and inventory information into system.
- Helped pharmacy staff prepare medications and fill orders.
- Responded to telephone inquiries and provided information about order status, shop hours and pharmacy procedures.
- Operated automated pharmacy storage and dispensing system correctly and safely.
- Developed knowledge of purchasing software and medication tracking software by assisting with pharmaceutical purchases and deliveries.
- Produced dispensing labels using pharmacy computer system without error.
- Restocked shelves and prepared expired drugs for return.
- Arranged visually-appealing displays of pharmacy goods according to merchandising planograms and end cap placement needs.
Travel Agent
ACE TRAVELS AND CONSULTANCY
Banjul, Gambia
07.2017 - 11.2019
- Provided exemplary customer service, fostering relationships and securing new travel assignments.
- Maintained up-to-date knowledge of airline rules and regulations.
- Addressed client inquiries and complaints promptly, delivering effective solutions.
- Communicated travel costs to clients, collecting deposits and balances for services.
- Reserved tickets and arranged accommodations and transport as per customer needs.
Salesperson (Internship)
Elton Gambia Ltd
Banjul, Gambia
07.2014 - 01.2015
- Analysed sales data, identifying areas for improvement.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Liaising with suppliers to check on progress of existing orders.
- Provided helpful, attentive sales support to generate positive customer feedback.
Education
Higher National Diploma - Business Management and Administration
Stratford College of Management
GambiaDiploma - Business Management and Administration
Stratford College of Management
GambiaFull Stack Software Development Certificate -
Jasseh Code Camp
Banjul, The GambiaMicrosoft Office Applications Certificate - Microsoft Applications
Quantum Net Institute of Technology
GambiaWAEC Examination Certificate - Arts
SOS Hermann Gmeiner Sen Sec School
West Africa, GambiaGambia Basic Education Certificate Examination (GBECE) - Junior School
SOS Hermann Gmeiner Upper Basic School
GambiaSkills
- Communication skills
- Problem solving
- Relationship management
- Process improvement
- Microsoft Word and Excel proficiency
- Software installation
- Customer account management
- Complaint resolution
- Customer relations
- Life skills training
- Sales strategies
- Quality control
Hobby and interests
- Football
- Gym
Timeline
Customer Expert Outbound
The RAC
04.2024 - Current
Customer Service Advisor
Teleperformance (Lloyds Banking Group)
01.2023 - 02.2026
Support Worker
City Pharmacy
12.2019 - 12.2022
Travel Agent
ACE TRAVELS AND CONSULTANCY
07.2017 - 11.2019
Salesperson (Internship)
Elton Gambia Ltd
07.2014 - 01.2015
Higher National Diploma - Business Management and Administration
Stratford College of Management
Diploma - Business Management and Administration
Stratford College of Management
Full Stack Software Development Certificate -
Jasseh Code Camp
Microsoft Office Applications Certificate - Microsoft Applications
Quantum Net Institute of Technology
WAEC Examination Certificate - Arts
SOS Hermann Gmeiner Sen Sec School
Gambia Basic Education Certificate Examination (GBECE) - Junior School
SOS Hermann Gmeiner Upper Basic School