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Fatima Umar

@fatimaumar

Customer support representative at Dreamport handling 160–185+ daily interactions and maintaining a 95% case resolution rate.

Nigeria

Message

At Dreamport, I manage 160–185+ daily customer interactions across live chat, inbound calls, and outbound follow-ups. I maintain a 95% case resolution rate and document customer interactions in Salesforce.

I also reduced the case-escalation backlog by 20% through proactive follow-ups and improved response efficiency by 25% by prioritizing high-impact tickets.

At Amira Agency, I supported real estate operations and customer service, helping convert 30% of inquiries into successful property transactions. Earlier, at Jibril Resource Empire, I generated 20+ qualified property buyers quarterly through outreach and referrals.

Experience

Work history, roles, and key accomplishments

Current

Independent Travel Manager & Customer Service Representative

Current

Dreamport

Aug 2025 - Present (1 year 3 months)

Managed 160–185+ daily customer interactions across live chat, inbound calls, and outbound follow-ups in a high-volume remote support environment. Maintained a 95% case resolution rate and reduced case-escalation backlog by 20%.

Salesforce CRM

Customer Support

Live Chat Inbound Calls

Outbound Follow ups

Case Management Issue Resolution Ticket Management Time Management Prioritization

Operations Supervisor (Real Estate Agency) & Customer Support

Amira Agency

Jan 2023 - Aug 2024 (1 year 7 months)

Supervised daily operations and coordinated activities for a small real estate team, supporting service delivery to 50+ clients monthly. Managed customer calls and inquiries, guiding prospective buyers through property options and purchase processes.

Operations Management

Customer Support

Client Guidance

Property Sales Follow ups Communication Skills CRM

Real Estate Marketer

Jibril Resource Empire

Jan 2020 - Jan 2021 (1 year)

Generated and nurtured leads through outreach and referrals, bringing in 20+ qualified property buyers quarterly. Conducted client consultations and managed inquiries, viewings, and follow-ups, contributing to a 25% increase in sales.

Lead Generation Client Consultation Property Sales Customer Relationship Management Communication Skills Negotiation After Sales Support