Open to opportunities

Umar Faruk Haruna

@umarfarukharuna

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Customer-focused support professional with 5+ years improving CRM, retention, and service operations.

Nigeria

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What I'm looking for

I seek a customer-centric role where I can improve CRM processes, resolve complaints effectively, coach teams, and drive measurable service and sales improvements.

I am a customer-focused professional with over five years' experience delivering high-quality support across telecom and solar energy services, CRM management, complaint resolution, and customer retention. I consistently handle high call volumes with empathy and efficiency, achieving a 90%+ first-contact resolution and improving CRM data accuracy by 25%.

My background includes leadership roles in sales and monitoring, where I trained teams, designed monitoring frameworks still in use, and introduced academic initiatives that improved learner outcomes. I bring proven results in process improvement, upselling, data accuracy, and team development, and I am committed to driving service excellence and measurable growth.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Startimes Solar Home System

Jun 2025 - Present (7 months)

Resolved 90%+ customer issues on first contact via inbound/outbound calls and complaints, managed 40–60 daily calls, and improved CRM data accuracy by 25% while promoting products to support sales growth.

Customer Support CRM Management Data Entry Upselling Customer Retention

MEAL Officer

Brilliant Footsteps International Academy

Sep 2022 - Apr 2025 (2 years 7 months)

Designed and implemented a desk-check monitoring framework to improve learner performance tracking and introduced competitions and programs that enhanced vocabulary and critical thinking.

Monitoring & Evaluation Program Design Data Tracking Report Writing

Sales Team Lead

MTN Payment Service Bank

May 2021 - Aug 2022 (1 year 3 months)

Led a team of 10 canvassers to top sales performance across multiple quarters, trained staff to meet KPIs, and was recognized as Best Team Lead for exceeding targets.

Sales Leadership Team Management Training KPIs Canvassing Performance Coaching

Data Entry Clerk

Xtradil Astralogistiques Ltd

Jun 2020 - Apr 2021 (10 months)

Maintained and enhanced company databases, verified and corrected customer records to increase data integrity, and onboarded and trained 10+ new staff to boost productivity.

Data Entry Database Management Data Verification Onboarding Training Quality Assurance

Farm Assistant

Argungu Emirates Farm

Jan 2019 - Mar 2020 (1 year 2 months)

Assisted in breeding Heterobranchus longifilis and recorded daily farm operations, contributing to the successful rearing of 2,930 fish to market size.

Aquaculture Brood Stock Management Record keeping Stock Rearing