Open to opportunities

Tawakalitu Adiatu

@tawakalituadiatu

Customer Relationship Manager delivering empathetic, multi-channel support, service recovery, and retention for digital and in-person teams.

Nigeria

Message

What I'm looking for

I’m looking to lead customer-facing operations—owning multi-channel support, customer communications, and service recovery—using data to reduce resolution times and improve retention. I value cross-team collaboration, clear brand voice, and empathetic, policy-driven service.

I’m a customer-focused professional with 5+ years managing high-volume client interactions, resolving complaints, and delivering consistent service excellence across digital and in-person channels. As the sole online customer service representative for a national company with 33+ branches, I owned enquiries, product consultations, order processing, and service recovery across multiple platforms simultaneously.

I bring a relationship-first approach to collections and account management—handling payment follow-up, overdue recovery, and dispute resolution while enforcing firm policy. By monitoring payment performance metrics and preparing clear collection reporting, I helped improve recovery rates and reduce bad debt across my portfolio.

More recently, I’ve led digital customer communications across LinkedIn, Instagram, and Facebook—responding quickly in line with brand standards, supporting lead generation, and producing monthly performance reports with data-driven insights. I’m also skilled at process improvement, cross-team coordination, and professional executive communication, with a strong commitment to empathy, clarity, and reliability.

Experience

Work history, roles, and key accomplishments

Digital Operations & Comms Manager

Glidex Technologies

Oct 2025 - Apr 2026 (6 months)

Managed digital customer-facing communications across LinkedIn, Instagram, and Facebook, responding to enquiries and messages in line with brand standards. Monitored online brand interactions, supported lead generation by engaging inbound enquiries and qualifying prospects, and delivered monthly performance reports on audience engagement and response metrics.

Customer Communications Messaging Lead Generation Customer Support Performance Metrics Community Moderation

Customer Relationship Manager

Novel Integrated Services Ltd (Novel Solar)

Nov 2019 - Dec 2025 (6 years 1 month)

Served as the primary online customer service representative for a national company with 33+ branches, handling digital enquiries, product guidance, order processing, and complaint resolution across chat, email, social, and phone. Streamlined response processes to reduce resolution times and coordinated with technical teams to manage escalations, repairs, and timely customer updates.

Customer Support Customer Relationship Management Complaint Resolution Service Recovery Order Processing Customer Retention Escalations Management Process Improvement

Social Media & Community Manager

Pixelgum Studio

Sep 2024 - Mar 2025 (6 months)

Managed community engagement across social platforms by responding to comments, resolving customer queries, monitoring brand mentions, and escalating issues when needed. Conducted audience pain-point research and increased brand engagement by 35% through targeted outreach and audience-first communication.

Social Media Management Community Engagement Online Reputation Management Brand Voice Market Research Audience Research Escalation Management Customer Communications

Collections & Customer Accounts

Max Drive Company

Jan 2023 - Dec 2024 (1 year 11 months)

Led end-to-end payment collection and account follow-up for an active rider portfolio, driving timely recovery across daily, weekly, and monthly cycles. Maintained accurate collection records, flagged at-risk accounts early, and reconciled disputes with operations and finance while balancing firm policy enforcement with relationship-first engagement.

Collections Payment Follow Up Account Management Overdue Recovery Policy Enforcement Dispute Resolution

Executive Assistant to CEO

Safe Haven – A Ray of Hope

Jan 2022 - Jan 2023 (1 year)

Managed executive communications for the CEO, drafting correspondence, screening and routing enquiries, and coordinating timely responses with professionalism and discretion. Coordinated virtual meetings, documented minutes, followed up on action items, and handled confidential scheduling and travel arrangements with high accuracy.

Executive Communication Stakeholder Management Scheduling Meeting Coordination Action Item Tracking Confidential Document Handling Professional Discretion Communication Management