Open to opportunities

Kafayat Musa

@kafayatmusa

Message

Customer service professional resolving inquiries with empathy and CRM expertise.

Nigeria

Message

What I'm looking for

I’m looking for a customer experience role where I can resolve inquiries across phone/email/chat, de-escalate issues quickly, and use CRM and data to improve response times and customer satisfaction.

I’m a customer-focused Customer Service Representative with over two years of experience resolving inquiries, managing complaints, and maintaining customer satisfaction across multiple channels. I’m known for communicating clearly, listening actively, and de-escalating customer frustrations to reach positive outcomes.

In my recent roles, I built and maintained positive customer relationships to enhance loyalty and consistently met performance targets such as response time and customer satisfaction score. I maintain detailed call records, track customer interactions and sales progress, and apply strong product knowledge to answer questions confidently and highlight benefits.

Before that, I worked as a Customer Relation Manager/Social Media Manager, where I supported profitable customer relationships, handled complaints efficiently, and helped customers stay updated on products to increase sales. I also contributed to business reviews using CRM programs and expanded the customer base through upselling and cross-selling.

My foundation in Peace and Conflict Resolution shapes how I work—especially around conflict transformation, conflict analysis, and counseling approaches. I bring a structured mindset from my project and workshop support experience, plus strong team collaboration, to deliver service excellence and help customers feel understood.

Experience

Work history, roles, and key accomplishments

Customer Service Rep

Esmolog Worldwide

Jan 2023 - Aug 2025 (2 years 7 months)

Built and maintained positive customer relationships to enhance loyalty and met/exceeded performance targets for response time and customer satisfaction. Resolved inquiries and complaints across phone, email, and chat, de-escalating issues and maintaining detailed interaction records.

Customer Support Complaint Resolution CRM Software Active Listening Product Knowledge

Customer Relations Manager

Jacbell Media

Sep 2022 - Dec 2022 (3 months)

Managed customer relationships by addressing complaints quickly and keeping customers informed about new products to support sales growth. Expanded the customer base through upselling and cross-selling and conducted business reviews using CRM programs.

Customer Relationship Management Complaint Handling Upselling Cross Selling CRM Sales Support Social Media Management

Clearance Officer (NYSC)

Odogbolu Local Government

Jan 2022 - Nov 2022 (10 months)

Documented and registered new corps members and coordinated monthly clearance with local government inspectors. Managed PPA availability communication and coordinated corps member movement for field trips while working with community heads during activities.

Records Management Administrative Coordination Stakeholder Management Data Entry Reporting Community Engagement

Legal Intern (SIWES)

Ekiti State Ministry Of Justice

Jan 2020 - Apr 2020 (3 months)

Supported dispute resolution by working with mediators and assisting in settlement discussions. Assisted lawyers during live court proceedings, conducted legal research, and provided feedback on systemic issues and trends observed in cases.

Legal Research Court Observation Case Documentation Dispute Resolution Systems Analysis Legal Reporting

Education

Degrees, certifications, and relevant coursework

Federal University Oye-Ekiti

Bachelor of Science, Peace and Conflict Resolution

Activities and societies: Courses included Dynamics Conflict Analysis, Conflict Resolution, Peace Education, Theory and Practices of Conflict Transformation, and Initiatives in Peacebuilding.

Earned a Bachelor of Science in Peace and Conflict Resolution, with coursework including conflict analysis, conflict resolution, peace education, and peacebuilding initiatives.