# Fatima Umar

Fatima Umar is a remote worker on Himalayas, Independent Travel Manager & Customer Service Representative at Dreamport, based in Nigeria.

Source: https://himalayas.app/@fatimaumar

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Nigeria |
| Authorized to work in | Nigeria |
| Salary expectations | 60k+ USD |
| Job categories | Customer Support Representative, Virtual Assistant, Travel Manager, Operations Supervisor, Marketer |
| Skills | Customer Support, Customer Inquiry Resolution, Live Chat, Phone Support, Email Support, Ticket Management, CRM documentation, Case Tracking, Customer Data Management, Customer Relationship Management, Travel Customer Support, Itinerary Coordination, Customer Follow up, Lead Generation, Real Estate Sales |

## About

```text
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

### Independent Travel Manager & Customer Service Representative (current)

Dreamport. Aug 2025 - Present

```text
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%.
```

Skills: 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

```text
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.
```

Skills: Operations-Management, Customer-Support, Client-Guidance, Property-Sales, Follow-ups, Communication-Skills, CRM

### Real Estate Marketer

Jibril Resource Empire. Jan 2020 - Jan 2021

```text
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.
```

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

## Education

### Alison

Effective Communication Skills, Communication Skills. 2026 - 2026

```text
Completed the Effective Communication Skills certification in 2026.
```

### Alison

Customer Service Fundamentals, Customer Service. 2025 - 2025

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Completed the Customer Service Fundamentals certification in 2025.
```

### Udemy

Customer Relationship Management (CRM), Customer Relationship Management. 2025 - 2025

```text
Completed the Customer Relationship Management (CRM) certification in 2025.
```

### University of Abuja

Bachelor of Science, Biological Science. 2017 - 2021

```text
Bachelor of Science in Biological Science from the University of Abuja, completed in 2021.
```

## Tech stack

- Salesforce
- Zendesk
- Google Workspace
- Microsoft Excel
- FreshDesk
- Microsoft Word
- Microsoft Outlook
- Microsoft Office

To contact Fatima, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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