Muyiwa Abe
@muyiwaabe
Remote chat & email support specialist improving SLA, FCR, and customer satisfaction through smart ticket workflows.
NigeriaWhat I'm looking for
I’m a Remote Chat and Email Support Specialist with hands-on experience managing high-volume customer queues, resolving escalations, and improving first-contact resolution rates using structured ticket workflows and CRM systems. I operate independently in asynchronous remote environments and communicate clearly in writing to keep cases moving with measurable impact.
At Consol Limited, I maintained SLA compliance while reducing repeat inquiry cycles by an estimated 25 cases per month and cutting average resolution delays from 48 hours to under 24 hours through structured escalation routing. I also identified recurring fraud patterns and irregular return behaviors that contributed to over N1,000,000 in recovered costs, while keeping accurate CRM records for seamless handovers.
Experience
Work history, roles, and key accomplishments
Virtual Assistant
Skill2scale
Apr 2026 - Present (2 months)
Managed client Gmail inbox organization and labeling, scheduled meetings via Google Calendar, and maintained organized client data using Google Forms and Sheets. Created and published forms, handled data entry from Word sources into Sheets, and ensured information was easy to retrieve.
Customer Service Agent
Consol Limited
Mar 2023 - Jun 2024 (1 year 3 months)
Handled 60+ daily customer inquiries across email, live chat, and phone while maintaining SLA compliance and response quality. Restructured ticket workflows to reduce avoidable re-contacts by ~25 cases per month and improved routed-case resolution time from 48 hours to under 24 hours.
Logistics Operations Support
Lloyd Anderson Logistics Company
Sep 2008 - Feb 2009 (5 months)
Coordinated logistics client communication and follow-ups for a team supporting 20+ service staff monthly. Processed payment support for service personnel and resolved service delivery disputes through documented client communication to maintain operational continuity.
Education
Degrees, certifications, and relevant coursework
McGill University
Master of Science (M.Sc.), International Business
Completed a Master of Science (M.Sc.) in International Business at McGill University.
Coventry University
Master of Science (M.Sc.), International Business
Completed a Master of Science (M.Sc.) in International Business at Coventry University.
Olabisi Onabanjo University
Bachelor of Science (B.Sc.), Computer Science
Completed a Bachelor of Science (B.Sc.) in Computer Science at Olabisi Onabanjo University.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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