IBRAHIM O. YISA
Abuja
Summary
Experienced with branch operations management, focusing on process optimization and efficiency. Utilizes strategic planning to drive operational success. Knowledge of team leadership and resource allocation.
Overview
9
9
years of professional experience
Work History
Assistant Branch Operations Manager
i-Fitness Gym
01.2025 - Current
- Provide daily administrative and operational support to branch leadership, ensuring smooth coordination of people, schedules, and priorities
- Manage staff scheduling, internal communications, reporting, and documentation
- Serve as a key point of contact between management, staff, vendors, and clients
- Handle sensitive issues, escalations, and service concerns with professionalism and discretion
- Improved operational readiness by 40% through redesigned workflows and better task coordination
- Supported membership onboarding, renewals, cancellations, and structured follow-ups, increasing renewals by 12%
- Coordinated procurement support, inventory audits, and vendor communication
Customer Service Representative (Remote)
Calls Expert – US-Based Insurance Agency
01.2024 - 01.2025
- Provided remote administrative and client support in a high-volume, fast-paced environment
- Managed CRM records, follow-ups, documentation, and task tracking
- Conducted structured outbound communications while maintaining accuracy and professionalism
- Maintained a 98% quality assurance score across all interactions
Customer Retention & Support Agent (Remote)
Airtel Ltd.
01.2023 - 01.2024
- Managed high-volume customer and account support while meeting strict service-level timelines
- Handled escalations, documentation, and follow-ups across multiple systems
- Recovered 18% of churned customers through structured outreach and issue resolution
- Maintained accurate records and supported internal reporting needs
Customer Experience Team Lead
Dynamic World Ltd.
01.2019 - 01.2023
- Led and supported a 15-member team, ensuring task coordination, accountability, and service quality
- Assisted management with reporting, performance tracking, and operational insights
- Reduced complaint resolution time by 30% through improved workflow and communication processes
- Supported onboarding and training of new team members
Technical Sales Intern
Resagratia Tech
01.2017 - 01.2018
- Provided administrative and coordination support for client meetings and product demonstrations
- Assisted with documentation, proposals, and internal communications
Education
Bachelor of Science - International Relations
Caleb University
Nigeria10-2020
Skills
- CRM Platforms: Salesforce, HubSpot, Zendesk
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Operations & Administrative Management and Support
- Organizational Strategy Development
- Data Confidentiality Practices
- Workforce Management
- Regulatory Compliance Reporting
- Stakeholder & Relationship Management
- Effective Communication Oversight
- Calendar and Task Organization
- Administrative Support
Timeline
Assistant Branch Operations Manager
i-Fitness Gym
01.2025 - Current
Customer Service Representative (Remote)
Calls Expert – US-Based Insurance Agency
01.2024 - 01.2025
Customer Retention & Support Agent (Remote)
Airtel Ltd.
01.2023 - 01.2024
Customer Experience Team Lead
Dynamic World Ltd.
01.2019 - 01.2023
Technical Sales Intern
Resagratia Tech
01.2017 - 01.2018
Bachelor of Science - International Relations
Caleb University