Open to opportunities

safiyah abubakar

@safiyahabubakar

I improve customer satisfaction and retention through CRM-driven support, escalation management, and efficient issue resolution.

Nigeria

Message

What I'm looking for

I'm looking for a customer service, client relations, CRM, or technical support role where I can improve satisfaction, retention, ticket resolution, and customer journeys through empathetic communication and process improvement.

At SW Global, I reduced ticket resolution time by 20%, achieved a 95% CSAT score, and served as the link between end users and engineering teams.

I've spent 10+ years improving customer experiences through empathetic communication, complaint handling, CRM-driven engagement, and SLA-focused support. At Zabu Enterprise, I achieved a 95% client retention rate through personalised engagement and timely follow-ups.

I also bring experience in staff training, process optimisation, client-facing operations, marketing, and customer-focused content. I use Salesforce CRM, support metrics, and cross-functional collaboration to turn customer feedback into stronger service outcomes.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

SW Global

Jan 2024 - Jan 2026 (2 years)

Reduced ticket resolution time by 20% through automated workflows and achieved 95% client satisfaction. Acted as liaison between users and engineering, and trained staff to reduce repeat errors.

CRM Salesforce Technical Support Ticket Management Customer Satisfaction Process Optimization Cross Functional Collaboration

Senior Copywriter & Content Strategist

Dosh Agency

Jan 2022 - Jan 2024 (2 years)

Increased email conversion rates by 20% through customer-focused campaigns and delivered error-free content with 98% accuracy. Launched social media content across 5+ platforms, driving 40% brand awareness growth.

Copywriting Content Strategy Email Marketing Social Media Marketing Brand Awareness

HR & Admin Manager

Brookfield Homebuilders Ltd

Jan 2021 - Jan 2022 (1 year)

Boosted product visibility by 25% and contributed to a 30% uplift in sales through targeted outreach. Revamped internal processes and communication strategies to exceed quarterly targets by 20%.

HR Management Administration Process Optimization Sales Support Relationship Management

Marketer

Xeers Properties

Jan 2018 - Jan 2020 (2 years)

Increased marketing ROI by 25% through data-driven ad optimizations, reducing cost per conversion by 15%. Led cross-functional teams executing integrated campaigns reaching 500K+ monthly users.

Marketing ROI Optimization Google Ads Meta Ads Campaign Management Data Analysis Cross functional Leadership

Customer Support Specialist

Zabu Enterprise Ltd

Jan 2015 - Jan 2017 (2 years)

Achieved 95% client retention through personalized engagement and CRM-driven journey management. Handled inbound queries via phone and email, resolving complaints within SLA timeframes.

CRM Customer Retention Inbound Support Complaint Resolution SLA Data Management