Remote Client Service Associate (Phone Support)
Resume:
ABUBAKAR
SUMAIYAH E.
Remote Client Service
Associate Phone-Based
Customer Support
*****************@*****.***
Abuja, Nigeria
linkedin.com/in/sumaiyah-
abubakar-384700192
Profile
Dependable, detail-oriented customer
service professional with 5+ years of
experience handling high-volume phone,
chat, and email support in fast-paced
remote environments. Skilled at listening
carefully to identify customer needs,
verifying account information, explaining
available options clearly, and
documenting every interaction accurately
in company systems. Comfortable
following established procedures,
escalating complex issues appropriately,
and working independently from a home
office while staying closely connected
with supervisors and teammates.
Recognized as Best Customer Support
Agent for 5 consecutive months across a
20+ agent team; helped onboard 30,000+
customers at 98% satisfaction and
reduced repeat contacts by 25% through
clear, consistent communication.
Professional Experience
Customer Service Specialist (Remote) LashBabe –
Netherlands, Lashbabe
10/2024 – 07/2026 Netherlands
•Served as the primary point of contact for 50+ daily customer interactions, answering questions and
resolving order, billing, and account concerns through clear, professional communication.
•Verified customer and account information before
processing requests, ensuring accuracy across the full order lifecycle placement, modification, cancellation, tracking, and delivery follow-up.
•Documented every customer interaction and update
in the company system, keeping records accurate and easy for other team members to follow.
•Identified recurring questions and issues, then
followed the appropriate escalation path to Logistics, Finance, or Product rather than making promises
outside company procedure.
•Maintained confidentiality and data-integrity
standards on all customer records and transaction
details.
Customer Service Specialist, Navi-Amsterdam Store
01/2024 – 09/2024 Netherlands
•Delivered day-to-day customer support by phone,
email and chat, answering questions about orders, returns, exchanges, and general product concerns.
•Verified order details and proactively shared status updates so customers always knew what to expect
next.
•Worked with suppliers and logistics partners to follow up on and resolve payment, refund, and order discrepancies.
Customer Service Representative (Remote),
Pylomo Store
02/2023 – 12/2023 Serbia
•Handled high-volume, multi-channel customer
contacts via live chat, email, and social media in a fully remote role.
•Reviewed and documented payment disputes,
following established fraud-prevention procedures to reach fair outcomes.
•Identified the root cause of escalated concerns and proposed clear next steps rather than relying on
scripted responses.
Skills
CORE COMPETENCIES
•Inbound Phone Support: high-volume
call handling, verifying customer
information, explaining options and
next steps clearly
•Accurate Documentation: recording
interactions, updating customer
records, and maintaining audit-ready
notes in CRM/ticketing systems
(Salesforce, Jira, Trengo)
•Escalation & Follow-Up: recognizing
when an issue needs to move to
another department and following the
correct escalation procedure rather
than making unsupported promises
•Remote Work Reliability: dependable
home office setup, stable internet, self-
managed schedule, and proactive
communication with supervisors
•Multi-Channel Customer Service:
phone, live chat, and email support
across e-commerce, fintech, and
regulated industries
•Fast Learner on New Systems:
comfortable picking up new software,
workplace procedures, and
privacy/compliance practices through
training
•Professional & Patient Communication:
de-escalation, first-contact resolution,
and a customer-first approach
Education
Bachelor of Linguistics,
University of Ilorin
10/2014 – 03/2019 Nigeria
Strong grounding in language structure
and clarity of communication directly
applicable to explaining information
clearly and documenting customer interactions accurately.
Customer Service Representative,
Outsource Global Technologies Limited
04/2021 – 01/2023 Abuja, Nigeria
•Answered 50+ inbound phone calls daily on a
national payment platform, verifying account details and troubleshooting customer questions while
sustaining a 97% satisfaction score.
•Guided new customers through onboarding and
product walkthroughs by phone and Zoom,
explaining available options in plain, easy-to-follow language.
•Logged all customer interactions in CRM and
ticketing systems (Salesforce, Jira), keeping
Documentation is complete and audit-ready for the next representative.
•Resolved routine and moderately complex issues on first contact, cutting repeat calls by 25%; escalated unresolved concerns through the correct internal
channel.
•Ranked Best Customer Support Agent for 5
consecutive months out of a 20+ agent team by
meeting quality and productivity benchmarks.
•Maintained 100% compliance with SLA and privacy
protocols, even during high-volume periods.
Customer Service Representative (Intern),
Corporate Affairs Commission
03/2020 – 03/2021
•Advised clients on company registration, filings, and regulatory procedures, applying compliance
requirements to reduce filing errors and rejections.
•Maintained accurate service interaction records,
escalating ambiguous cases to supervisors for timely resolution.
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