Barakat Yahya

BARAKAT YAHYA Customer Support Virtual Assistant | Chat Support Specialist | Customer Service Representative-• - PROFESSIONAL SUMMARY Reliable and tech-savvy Customer Support Specialist with over 3 years of experience delivering fast, friendly, and empathetic assistance through live chat, email, e-commerce platforms, and social media. Proficient in CRM systems, helpdesk tools, and e-commerce platforms like Shopify and WooCommerce. Skilled at resolving customer issues, supporting online store operations, and strengthening brand loyalty. Committed to helping businesses retain customers and build lasting relationships through excellent service. PROFESSIONAL EXPERIENCE CHAT SUPPORT & E-COMMERCE ASSISTANT SMAT Vogue Collection, Remote | 06/2024 – 02/2025 - Delivered chat and email support for fashion-related inquiries including product info, returns, and order status. - Handled multiple chats simultaneously while maintaining accuracy and friendly tone. - Uploaded new products, descriptions, and stock levels into Shopify to support weekly drops and promotions. - Helped boost customer satisfaction by 25% through quick resolutions and proactive communication. CUSTOMER SERVICE DATA ASSOCIATE Aishat Memorial Hospital, Ilorin | 07/2023 – 04/2024 - Managed patient and client data with confidentiality and accuracy, supporting hospital service operations. - Responded to client inquiries and concerns, ensuring clarity and empathy in every interaction. - Conducted follow-ups to gather feedback and address service concerns. - Supported hospital teams in delivering consistent communication and service excellence. - Assisted in building protocols that improved the patient experience and data access. CUSTOMER SUPPORT REPRESENTATIVE Diamond IT Company, Ilorin | 02/2022 – 02/2023 - Delivered real-time customer support via live chat, email, and social media, resolving inquiries and complaints promptly. - Maintained and updated customer records in CRM systems, ensuring accuracy and completeness. - Processed product orders, returns, and refunds with attention to detail and adherence to policies. - Contributed to optimizing response workflows, resulting in a 30% improvement in resolution time. - Built strong relationships with clients, improving customer satisfaction and retention. CORE COMPETENCIES • Live Chat & Email Support • Customer Service & Issue Resolution • CRM & Helpdesk Tools • E-commerce Support • Strong Interpersonal & Analytical Skills • Multitasking & Time Management • Communication & Empathy • Ticketing Systems (Zendesk, Intercom) • Typing Speed & Accuracy • Microsoft Office & Google Workspace • Remote Collaboration Tools (Slack, Teams) • Customer Retention Strategies EDUCATION Bachelor’s in Business Education University of Ilorin, Nigeria | 10/2019 – 10/2024 CERTIFICATIONS • Customer Service Fundamentals – Coursera • ALX Virtual Assistant • Leveraging Virtual Assistant – Coursera • Digital Witch IT Support Skills Training