Open to opportunities

Hafsat Lalo

@hafsatlalo

Message

Customer-focused technical support professional with 3+ years resolving issues and communicating across cultures.

Nigeria

Message

What I'm looking for

I’m open to worldwide remote roles where I can deliver real-time customer support, solve technical issues, and grow into IT helpdesk support—using tools like Google Workspace and Slack while working across time zones with empathy.

I’m a customer-focused professional with 3+ years of experience in client-facing roles across international environments. I’m known for resolving issues in real time, communicating clearly across cultures, and delivering consistently positive experiences via email, chat, and live interaction.

I blend facilitation and IT, backed by hands-on tools knowledge in Google Workspace, Microsoft Office, Zoom, and Slack. I’m also completing the Google IT Support Professional Certificate and I’m certified in AI Fluency (Anthropic), positioning me to grow into technical or IT helpdesk support.

In my roles, I’ve served as a primary point of contact handling live inquiries, de-escalating confusion on the spot, and improving outcomes through active listening and feedback. I’m comfortable working async and across time zones, and I bring a customer-success mindset built on empathy, clarity, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Cultural Exchange Facilitator

International Cultural Exchange

Oct 2023 - Feb 2025 (1 year 4 months)

Served as primary point of contact for students and teachers across 10+ schools, handling inquiries and requests in real time. De-escalated misunderstandings during live sessions for audiences of 30–100+ and coordinated logistics for multiple concurrent sessions while continuously improving delivery through feedback.

Customer Support De escalation Cross Cultural Communication Live Session Facilitation Logistics Coordination Google Workspace Slack Email Support

Class Teacher

Climate Academy

Feb 2022 - Apr 2023 (1 year 2 months)

Provided daily support to students, parents, and colleagues by addressing concerns, explaining concepts clearly, and ensuring issues were resolved professionally. Translated complex computer fundamentals into plain language and delivered tailored one-on-one assistance to close individual learning gaps.

Active Listening Empathy First Support

Junior Developer Intern

Nhub Foundation

May 2019 - Feb 2020 (9 months)

Gained hands-on exposure to IT environments, software workflows, and technical problem-solving fundamentals. Collaborated with cross-functional teams in a tech-forward workspace to build familiarity with development and support-oriented processes.

Technical Problem Solving Workflows Junior Development Cross Functional Collaboration Learning Agility

Education

Degrees, certifications, and relevant coursework

Coursera

Google IT Support Professional Certificate, IT Support

2025 -

Completed the Google IT Support Professional Certificate through Coursera in 2025; the provided text also indicates it is in progress for 2026.

Abubakar Tafawa Balewa University

Bachelor of Science, Information Technology Management

2016 - 2021

Grade: Second Class Upper Division

Completed a B.Sc. in Information Technology Management (2016–2021) at Abubakar Tafawa Balewa University, graduating with a Second Class Upper Division.