Celestina Zubairu

CELESTINA SANI ZUBAIRU Customer Support/Service Professional PROFESSIONAL SUMMARY Detail-oriented Remote Customer Support Service Professional with 5+ years of experience delivering high-quality support across email, chat, and phone. Strong background in handling customer inquiries, documenting interactions, scheduling, and assisting with administrative operations. Known for professionalism, clarity, and resolving issues efficiently while maintaining 95%+ CSAT. Comfortable working independently, multitasking in fastpaced environments, and using digital tools to streamline the client experience. CORE SKILLS & COMPETENCIES • • • • • • • • • • Email, Chat & Phone Support Customer Issue Resolution Client Scheduling & Follow-Ups Documentation & Record Management CRM & Helpdesk Tools Remote Work Tools / Admin Support Multitasking & Prioritization Professional Written & Verbal Communication Process Improvement Problem-Solving | Attention to Detail TOOLS & SYSTEMS • Helpdesk: Zendesk, Freshdesk, Intercom, HelpScout • CRM: HubSpot, Zoho, Salesforce, GoHighLevel • Communication: Slack, Zoom, Gmail, WhatsApp • Productivity: Google Workspace, Trello, Notion, ClickUp, Asana • E-commerce: Shopify, WooCommerce, Gorgias • Tracking: DHL, FedEx, UPS, USPS • Content: Canva, Mailchimp, Google Docs/Sheets KEY ACHIEVEMENTS • • • • Managed 40–60+ daily customer inquiries across email, chat, and phone with consistent SLA adherence. Maintained 95%+ CSAT through prompt, clear, and personalized customer interactions. Reduced average resolution time by 20% by optimizing workflow prioritization. Achieved 92% First Contact Resolution through effective troubleshooting and documentation. WORK EXPERIENCE Client Management Officer Screentime Media Agency –Lagos Nigeria (Remote) Jul 2025 – Present • Provide remote customer support to 50+ learners and 10+ corporate clients through email, chat, and structured communication channels. • Support scheduling, follow-ups, reminders, and administrative tasks to ensure smooth operations. • Maintain accurate client records, track progress, and document interactions for reporting and decision-making. • Resolve customer issues using systematic troubleshooting steps, achieving a 92% satisfaction rate. • Collaborate with cross-functional teams to escalate issues and improve the overall client experience. • Developed an onboarding process that improved completion rate by 40% and reduced follow-up workload by 30%. Customer Support/Sales Associate (Hybrid) Carlcare Development Nigeria Ltd – Kano, Nigeria Feb 2024 – Jun 2025 • • • • • Responded to 50+ daily customer inquiries via voice, email, and in-person channels. Documented customer issues in CRM tools, maintaining accurate and up-to-date records. Achieved 92% First Contact Resolution for device and warranty-related complaints. Identified patterns in recurring issues and contributed to knowledge base updates, reducing repeat tickets by 25%. Processed claims, replacements, and follow-ups with 100% policy compliance. Customer Service Representative (Onsite) Grassroot Microfinance Bank – Kano, Nigeria • • • • • Jan 2021 – Dec 2023 Delivered telephone and in-person customer support, handling 50+ inquiries daily. Supported scheduling, follow-ups, KYC documentation, and administrative processes. Ensured accurate CRM data entry and updated customer interaction records consistently. Reduced branch queue time by 15% through efficient call and ticket management. Assisted customers with onboarding, account access, and transaction-related issues. Customer Service Representative Next Door Supermarket – Ogun, Nigeria Jul 2019 – Dec 2020 • Delivered exceptional in-person customer service, achieving 98% satisfaction ratings. • Supported administrative tasks including reporting, stock checks, and issue escalation. • Improved customer wait time by 20% through efficient service coordination. • Educated customers about products and provided assistance with purchases. PROJECTS Shopify – GlowMist Beauty Customer experience setup project for GlowMist Beauty View Project Multi-Platform Support Multi-platform support using HubSpot, Zendesk, and Freshdesk View Project EDUCATION Masters in Petroleum Geology Abubakar Tafawa Balewa University 2022 – 2024 Bachelors in Geology Gombe State University 2014 – 2018 CERTIFICATIONS & PROFESSIONAL DEVELOPMENT HubSpot Service Software Certification Zendesk Customer Service Fundamentals Customer Success Fundamentals Google Data Analytics In Demand IT Digital Skills Training Customer Service Foundations -