Wasila Aliyu

• Conducts internal audits to ensure compliance with tax regulaƟons and organizaƟonal policies.
• Analyzes financial records and prepares detailed reports to idenƟfy discrepancies and recommend
improvements.
• Collaborates with stakeholders to implement audit findings and enhance operaƟonal efficiency.

• Evaluated and scored sales, retenƟon and cancel calls (minimum of 23 calls per day) against
company standards, ensuring compliance with scripts, policies and customer experience
benchmark.
• IdenƟfied performance gaps and delivered acƟonable feedback to agents, improving call quality,
conversion behaviours, and customer engagement.
• Analyzed call trends using Excel and Google sheets, tracking key metrics such as compliaince,
objecƟon handling and closing effecƟveness.
• Ensuring accurate refund processing protocols are adhered to by agents as per company policy.
• Flagged criƟcal compliance risks and inaccuracies in customer communicaƟon, helping maintain
brand integrity and customer trust, while ensuring accurate documentaƟon in the CRM systems.
• Conducted detailed call audits (20 calls per day) to uncover missed upsell and retenƟon
opportuniƟes, providing insights to drive revenue improvement.

• Handled inbound and outbound calls to retain customers, address concerns and reduce churn
through effecƟve objecƟon handling.
• Successfully persuaded customers to conƟnue services by idenƟfying needs and posiƟoning value
driven soluƟons by using appropriate rebuƩals. This resulted in 70% retenƟon rate.
• Demonstrated strong communicaƟon and negoƟaƟon skills to recover at-risk customers and
improve retenƟon rates, this by also coming up with new and appropriate rebuƩals according to
customer needs/concerns.
• UƟlized CRM tools to track customer history, manage accounts, and document interacƟons
accurately.
• Constantly came up with training materials and overseeing other agents performance and re
training where necessary- this enabled good team work environment.

• Managed inbound and outbound calls to address customer inquiries, promote services, and
resolve issues efficiently.
• Met and exceeded sales targets by building rapport with clients and recommending tailored
soluƟons.
• Maintained accurate records of customer interacƟons and provided regular feedback to improve
team performance.
• Levergaed strong communicaƟon skills to enhance customer saƟsfacƟon and loyalty.

• Reconciled tax revenues, ensuring accuracy in financial records and compliance with regulatory
standards.
• Monitored and reported on revenue collecƟons, assisƟng in the idenƟficaƟon of trends and anomalies.
• Supported internal and external audits by providing accurate documentaƟon and Ɵmely responses.

• Processed tax returns and payments, ensuring accuracy and compliance with tax laws.
• Assisted taxpayers with filing requirements and resolved discrepancies in a Ɵmely manner.
• Maintained accurate records of payments and returns to support reporƟng and audits.