Amirah Abdulmumeen

Customer support professional with 2+ years of customer-facing experience handling 40+ daily customer interactions through WhatsApp and other written support channels. Independently resolve approximately 70% of customer issues, using sound judgment to identify appropriate solutions, provide clear follow-through, and escalate when necessary. Strong written English with a warm, empathetic communication style and the ability to read customer tone, de-escalate concerns, and maintain positive relationships.

Experienced with complaints, refunds, cancellations, account and order questions, issue documentation, and managing multiple conversations simultaneously. Reliable, self-directed, and comfortable working independently in remote environments.

CUSTOMER ASSISTANT - Good News Store - Ibadan, Nigeria

(2024-05)

• Handle 40+ customer interactions daily through WhatsApp and other written/chat channels, responding to product, order, service, and account-related inquiries with clear, warm, professional communication.
• Independently resolve approximately 70% of customer issues, applying sound judgment to determine appropriate solutions and when escalation is necessary.
• Adapt communication to customers' tone and level of frustration, using empathy and de-escalation to maintain positive customer interactions.
• Resolve complaints, cancellation requests, refund concerns, and service issues while maintaining accurate records and following through on unresolved concerns.
• Manage multiple customer conversations simultaneously while maintaining attention to detail and ensuring follow-up is completed.
• Identify recurring concerns and address underlying customer needs clearly, reducing unnecessary back-and-forth communication.
• Log customer complaints in approximately 2 minutes, capturing key information accurately to support efficient investigation and resolution.
• Recognized by store management for reliability, accuracy, and consistent customer support, with positive customer feedback and repeat customers contributing to customer loyalty and referrals.

General Secondary Education - Achievers College (2020-09 - 2026-06)