Shabafu Umar

At Ignite Energy Access, formerly Engie Energy Access, I handle 75–100 inbound customer interactions daily and more than 1,400 monthly, helping customers resolve concerns quickly and professionally.

I onboard Mini Grid customers, explain products and payment procedures, investigate payment issues, and coordinate with Commercial, Finance, Technical, Payment Operations, and Mini Grid teams to restore service and improve customer experience. I have also completed more than 100 payment follow-ups supporting revenue recovery and contribute customer information to credit assessment activities.

I keep customer records accurate using Salesforce, CRM platforms, Microsoft Excel, and internal operational systems. I also mentor newly recruited employees and guide commission-based support staff in a fast-paced inbound service environment.

Earlier, I supported protocol and administrative operations at the Federal Capital Territory Administration, coordinating correspondence, documentation, and confidential office activities. I bring professionalism, empathy, clear communication, and a customer-focused approach to every interaction.