Nahwa Yusuf
Burnsville
Summary
Managed customer inquiries and resolved issues efficiently while fostering clear communication across diverse teams.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Operations Specialist
Lime
London
02.2025 - 02.2026
- Responded promptly and professionally to customer complaints and inquiries via email, ensuring a high standard of customer experience
- Routed and escalated issues to appropriate internal teams for timely resolution
- Maintained accurate and organized records of customer interactions, escalations, and outcomes
- Followed up on outstanding cases to ensure customer concerns were fully resolved
- Delivered empathetic, clear, and customer-focused communication in all interactions
- Collaborated with cross-functional teams to improve response processes and enhance customer satisfaction
- Analyzed trends in customer complaints to identify recurring issues and support process improvements
IT Helpdesk Technician
North Star Trust Community
09.2023 - 02.2025
- Provide technical support for network installation, hardware/software troubleshooting, and Windows Server/Active Directory issues
- Maintain and secure IT systems and networks, ensuring system protection and data confidentiality
- Collaborate with team members to manage helpdesk tickets and technical inquiries, documenting issue resolutions and system updates
Customer Service Assistant (Remote)
Teleperformance (Virgin Bank)
12.2022 - 03.2023
- Supported customers with banking queries, online transactions, and account management
- Managed secure data entries and updates within the IT system, maintaining customer confidentiality
Customer Service Assistant (Remote)
Teleperformance (Student Finance England)
07.2021 - 12.2022
- Provided financial advice to students, supported loan applications, and negotiated payment plans
- Applied strong communication and organizational skills to resolve customer inquiries efficiently
Customer Service Assistant (Remote)
Teleperformance (119 NHS Vaccine Booking)
12.2020 - 07.2021
- Assisted callers with vaccine booking and information, adapting communication based on caller needs
- Developed skills in managing high call volumes and organizing data for tracking purposes
Front Desk Assistant
Novotel Hotels
02.2019 - 03.2020
- Company Overview: London
- Oversaw check-in/check-out processes, data entry, and payment processing
- Maintained data accuracy in guest records, further developing skills in meticulous data management
- London
Education
Network Professional Program - CompTIA A+ Essentials, CompTIA A+ IT Technician, MCTS Windows 10, Office 365
Just IT Training Ltd
London06.2023
GCSE - Math (C), English (B), Science (Pass)
College of Northeast London
07.2018
Skills
- Microsoft Excel (advanced)
- SQL (basic understanding)
- Microsoft 365 (Teams, SharePoint)
- Windows Server
- Active Directory
- Network installation and troubleshooting
- Wi-Fi configuration
- Unifi networking
- Windows 10/11 installation and troubleshooting
- Backup solutions (StorageCraft & Datto BCDR)
- Cybersecurity best practices (Cyber Essentials)
- Analytical problem-solving
- Excellent communication
- Ability to interact with diverse customers
- Adaptable communication strategies
- Multitasking
Certification
- CompTIA A+ Essentials
- MCTS Windows 10
- Cyber Essentials
Custom Section
- Customer Service Data Analysis (Mock Project), Analyzed customer service interactions to identify common technical issues, tracking resolution times and satisfaction scores using Microsoft Excel.
- Network Performance Analysis, Analyzed network traffic data to identify patterns and optimize network performance.
Hobbies and Interests
- Passionate about exploring data-driven insights and staying updated on industry trends in data analytics.
- Blogging about food, recipes, and travel; proficient in Windows and macOS systems.
- Active in sports, including swimming, basketball, and badminton, which fosters team collaboration and resilience.
Timeline
Operations Specialist
Lime
02.2025 - 02.2026
IT Helpdesk Technician
North Star Trust Community
09.2023 - 02.2025
Customer Service Assistant (Remote)
Teleperformance (Virgin Bank)
12.2022 - 03.2023
Customer Service Assistant (Remote)
Teleperformance (Student Finance England)
07.2021 - 12.2022
Customer Service Assistant (Remote)
Teleperformance (119 NHS Vaccine Booking)
12.2020 - 07.2021
Front Desk Assistant
Novotel Hotels
02.2019 - 03.2020
Network Professional Program - CompTIA A+ Essentials, CompTIA A+ IT Technician, MCTS Windows 10, Office 365
Just IT Training Ltd
GCSE - Math (C), English (B), Science (Pass)
College of Northeast London