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firdausi suleiman

@firdausisuleiman

Communication Analyst at Credit Direct Finance Company, improving customer messaging and maintaining 95%+ first-contact resolution.

Nigeria

Message

At Credit Direct Finance Company, I served as a customer service representative across email, chat, and phone. I maintained a 95%+ first-contact resolution rate and documented recurring customer pain points to inform FAQ and messaging improvements.

At Vanzplace Hospital, I developed a communications calendar and created content that increased audience engagement by 40%. At D'Anthony International Academy, I introduced a communication triage system that reduced email response time to under four hours.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Credit Direct Finance Company

Mar 2026 - Aug 2026 (5 months)

Served as the primary voice of the company across email, chat, and phone, maintaining a consistent and empathetic brand voice. Identified communication gaps and translated customer feedback into actionable improvements.

Customer Service Communication Skills Email Live Chat Phone Support Brand Voice Feedback Integration Training

Content & Communications Specialist

Vanzplace Hospital

Nov 2025 - Mar 2026 (4 months)

Developed and executed a 5-month communications calendar, creating over 20 weekly communication pieces that increased audience engagement by 40%. Managed public-facing communications on Instagram and Facebook, ensuring brand consistency and timely responses.

Content Creation Social Media Management Instagram Facebook Communications Strategy Canva Capcut InShot Audience Engagement Brand Consistency

Admin Officer & Communications Support

D'Anthony International Academy

Apr 2024 - Oct 2025 (1 year 6 months)

Managed all parent and visitor communications via phone, email, and in-person, ensuring professional and clear interactions. Reduced email response time from 24 hours to under 4 hours by implementing a structured communication triage system.

Communication Skills Email Management Phone Support Canva Social Media SMS Campaigns Training Administrative Support

Education

Degrees, certifications, and relevant coursework

ALX Academy

Executive Virtual Assistant Program, Virtual Assistance

2024 - 2024

Completed the Executive Virtual Assistant Program, focusing on digital communication, stakeholder coordination, remote collaboration, and task prioritization.