Hauwa Ali
@hauwaali
Customer Support Representative specializing in omnichannel customer experience and inbox management.
NigeriaWhat I'm looking for
I’m a Customer Experience Specialist with over 2 years of expertise delivering high-quality support across phone, email, and webchat in fast-paced, remote environments. I focus on achieving superior first-contact resolution (FCR) rates by pairing technical proficiency with a deeply empathetic approach to customer needs.
In my current role as a Customer Service Representative at Dirigible Technologies (Tech eCommerce), I resolve 40–50 customer inquiries daily across multiple channels. I manage a high-volume shared inbox with 100% documentation accuracy in Zendesk and HubSpot, coordinate and track complex service requests, and escalate issues only when necessary to keep the customer experience seamless.
Before this, as an Outbound Call Success Agent (MultiChoice), I achieved a daily target of 120+ successful customer interactions with a clear and friendly telephone manner. I’m also proactive about consultative service promotion, de-escalating complex complaints, and identifying opportunities to enhance the customer journey—supported by tools like Zendesk, HubSpot, Freshdesk, Slack, Zoom, ClickUp, and Zapier.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Dirigible Technologies
Jan 2024 - Present (2 years 4 months)
Resolved 40–50 customer inquiries daily across phone, email, and webchat, prioritizing first-contact resolution and satisfaction. Managed a high-volume shared inbox with 100% documentation accuracy in Zendesk and HubSpot while coordinating and escalating complex service requests as needed.
Outbound Call Success Agent
MultiChoice
Sep 2023 - Nov 2023 (2 months)
Achieved 120+ successful customer interactions daily with a clear, friendly telephone manner. Promoted tailored subscription packages and discounts, gathered feedback from churned customers, and executed retention strategies to encourage service reactivation.
Education
Degrees, certifications, and relevant coursework
Digital Witch Academy
Certification, Virtual Assistance & IT Support
Completed a Virtual Assistance & IT Support certification program through Digital Witch Academy.
West African Examinations Council (WAEC)
High School Graduate, WAEC (Secondary Education Qualification)
Completed high school and obtained WAEC certification in 2020.
Availability
Location
NigeriaAuthorized to work in
Job categories
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