Kasim Lawal

Led a 24/7 support team, keeping response times fast and morale high while acting as the voice of the customer. Hired, trained, and coached team members, managed the support budget, and fed customer insights back to improve products and service.

Answered customer questions via email, ticketing systems, and Discord while providing clear product information. Worked with colleagues to resolve complex issues and helped keep the Discord community positive and welcoming.

Supported clients via email, live chat, and ticketing systems with clear, stress-free communication. Collaborated with the team to strengthen community management and customer satisfaction.

Responded promptly to customer calls and emails and explained real estate offerings clearly. Contributed to improved results, helping drive a 25% increase in sales.

Troubleshot hardware and software issues for customers remotely using email, live chat, and Discord. Provided accurate, on-brand answers to stakeholder questions.

Provided day-to-day customer support remotely before being promoted to the Head of Social Support role.

Currently enrolled in the Microsoft Power BI Analyst program on Coursera (Jul 2024–present).

Completed the Google Business Intelligence Certificate on Coursera (Dec 2023 to May 2024).

Completed the Google Data Analytics Professional Certificate on Coursera (Jan 2023 to Apr 2024).

Grade: Second Class Honours

Earned a B.Tech in Quantity Surveying from Abubakar Tafawa Balewa University (Sep 2016 to Jul 2023). Graduated with Second Class Honours.

Completed the Google Digital Marketing Course on Coursera (Nov 2021 to Mar 2022).

Completed Senior Secondary School Certificate at Dec International in Kaduna, Nigeria (Sep 2009 to Jun 2015).