Muhammad Tijani Abubukar
@muhammadtijaniabubuk
Customer support leader blending data analytics with customer experience.
United StatesWhat I'm looking for
I am a customer support professional who combines frontline service leadership with data-driven decision making to improve customer satisfaction and operational performance. I have led teams, implemented training programs, and optimized CRM workflows to consistently meet KPIs and improve resolution metrics.
With an MSc in Data Analytics and hands-on experience using Python, SQL, Tableau, Power BI, Zendesk and Salesforce, I drive continuous improvement through process optimization, QA practices, and evidence-based coaching to deliver measurable customer experience gains.
Experience
Work history, roles, and key accomplishments
Customer Support Associate
Sutherland Global
Jul 2024 - Aug 2025 (1 year 1 month)
Handled 50+ daily customer inquiries across phone, email, and chat, maintaining a 90% CSAT and 95% resolution rate while improving resolution times by 20% through CRM workflow optimizations.
WILed and mentored a team of 17 representatives to meet KPIs, resolved escalations, and implemented training and QA processes that improved team performance and service consistency.
UGGraduate Research Assistant
University of Ghana
Aug 2019 - May 2021 (1 year 9 months)
Assisted faculty in information systems and research methodologies, led tutorials for 30+ students, and contributed to research and a campus-wide misinformation literacy guide adopted by three departments.
Education
Degrees, certifications, and relevant coursework
OUOklahoma City University
Master of Science, Data Analytics
2025 - 2025
Completed an MSc in Data Analytics at Oklahoma City University focusing on data analysis techniques and tools.
UGUniversity of Ghana
Bachelor of Science, Information Studies
2019 - 2019
Completed a Bachelor of Science in Information Studies with coursework and research assistance in information systems and data management.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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