Muhammed Lambo

I’m a remote customer support professional with 15+ years’ experience across live chat, email, and WhatsApp—plus executive administrative support and complaint resolution as a trusted intermediary between executives and stakeholders. I combine certified helpdesk training (Zendesk, Freshdesk, HubSpot Service Hub, Intercom) with calm, independent decision-making during high-pressure cases.

In a remote travel support contract, I managed multi-channel volume targets (30+ outbound cold calls, 50+ WhatsApp conversations, and 30+ text/email responses per shift) while maintaining a 90% customer resolution rate in an inbuilt CRM. I supported multicultural clients across global regions during US business hours, handling crises, last-minute cancellations, missed connections, and stranded travelers.

As a freelance independent travel consultant, I supported an average of 20 customers per week from first inquiry to booking and follow-up. I built repeat business to 70% of clients and generated 35+ referrals through responsive, personalized service, resolving 35+ booking disputes and itinerary disruptions—often with no internal team to escalate to.

Earlier, as an executive administrative officer, I handled sensitive records and investigated public complaint cases at executive level, delivering an 80% resolution turnaround rate through structured problem-solving. I also reduced patient wait times from 35 to 15 minutes (57% reduction) at a medical clinic and resolved billing discrepancies directly with patients, insurers, and internal accounts staff.