NINakku ismail
@nakkuismail
Customer support specialist and virtual assistant driving satisfaction and operational efficiency.
UgandaWhat I'm looking for
I am a detail-oriented customer support specialist and virtual assistant with over five years delivering multichannel support via email, chat, and phone. I consistently meet SLAs while resolving high volumes of inquiries and improving response times.
I have hands-on experience with Freshdesk, HubSpot, Zoho CRM, LiveChat, Intercom, and WhatsApp Business, and I’ve optimized CRM workflows to reduce backlog and created knowledge-base materials that cut repetitive inquiries.
As a remote freelance VA I achieved 98% data-entry accuracy and improved workflow productivity by 25%, and in corporate roles I raised CSAT to 95%+ and ensured full documentation and SLA compliance.
Experience
Work history, roles, and key accomplishments
Virtual Assistant
Freelance
Jan 2019 - Present (6 years 11 months)
Provided remote administrative support including email management, scheduling, data entry with 98% accuracy, and improved workflow productivity by 25%.
Customer Support Specialist
MTN Uganda
Mar 2023 - Jul 2025 (2 years 4 months)
Delivered multichannel support handling 70–100+ inquiries daily, improved customer satisfaction to 95%+ and reduced ticket backlog by 30% through CRM workflow optimization.
Customer Service Representative
ZTE Uganda
Jun 2020 - Jan 2023 (2 years 7 months)
Handled 50+ inbound inquiries daily, achieved 90%+ call quality scores, processed orders and returns, and ensured full SLA compliance.
Education
Degrees, certifications, and relevant coursework
Islamic University in Uganda
Bachelor of Business Studies, Business Studies
2016 - 2019
Grade: 4.17
Bachelor's degree in Business Studies completed at the Islamic University in Uganda from 2016 to 2019.
MUMakerere University
Bachelor of Business Administration, Business Administration
2011 - 2014
Bachelor's degree in Business Administration completed at Makerere University from 2011 to 2014.
Jinja College
UACE / College Certificate, Secondary Education
2009 - 2010
Grade: 23/25
UACE / College certificate awarded by Jinja College with a score of 23/25 points.
Tech stack
Software and tools used professionally
Availability
Location
UgandaAuthorized to work in
Salary expectations
Job categories
Skills
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