Miller Umar Farouk

Customer Service Representative with 3+ years of experience delivering support across phone, email, and chat in remote and fast-paced environments. Skilled in troubleshooting customer issues, resolving inquiries efficiently, and communicating clearly with both technical and non-technical users. Experienced in managing customer accounts, handling scheduling and service requests, and collaborating across teams to ensure timely issue resolution.

Adapt at identifying problems, escalating when necessary, and maintaining high customer satisfaction.

Freelance Customer Support Specialist at Self-Employed (2025-01 – Present)

Freelance customer support specialist delivering comprehensive support across multiple channels.

• Delivered customer support via email and live chat, ensuring fast and accurate responses
• Managed customer inquiries, complaints, and follow up using CRM tools
• Troubleshot customer issues and provided first-level support, escalating complex cases when necessary
• Assisted customers with account related requests including order tracking, refunds, and updates
• Maintained response SLAs while working independently in a remote setup
• Resolved 50+ inquiries weekly and improved response time by 35%

Virtual Customer Service Assistant at Contract Position (2024-01 – 2025-12)

Virtual customer service assistant managing appointment scheduling and customer communications.

• Provided customer support and handled appointment scheduling efficiently
• Identified and resolved scheduling conflicts and booking errors
• Supported customer communication and basic sales inquiries
• Maintained accurate records and updated customer data
• Collaborated with team members using Slack and shared tools
• Reduced missed appointments by 25% through proactive follow up

Customer Service Representative at Skyshore Lubricants (2024-04 – 2024-12)

Customer service representative providing product and service support via phone and email.

• Acted as the first point of contact for customer inquiries via phone and email
• Provided product and service support while troubleshooting customer concerns
• Managed account related requests including order processing and updates
• Escalated complex issues to appropriate internal teams for resolution
• Improved response time by 30% and maintained 90%+ customer satisfaction

Administrative Support Assistant at Avix Digital Company (2023-01 – 2024-03)

Administrative support assistant managing emails, customer records, and team coordination.

• Managed incoming emails and customer inquiries with attention to detail
• Maintained organized customer records and performed data cleanup
• Supported scheduling, internal coordination, and communication across teams
• Resolved basic operational and customer-related issues efficiently
• Reduced response delays by 20%

Front Desk / Customer Support Assistant at Hive Trading Academy (2022-01 – 2022-12)

Front desk and customer support assistant handling high volume customer interactions.

• Handled high volume customer interactions (50+ daily) in person and via phone
• Managed bookings, inquiries, and customer concerns
• Provided first level issue resolution and escalated complex cases
• Ensured smooth communication between customers and internal teams

Bachelor in Economics – National Open University of Nigeria