HASSAN SHERIFFAH
CUSTOMER SUPPORT | CLIENT COMMUNICATION SPECIALIST
Lagos, Nigeria – Open to Remote Roles and International Roles
LinkedIn: linkedin.com/in/sheriffah-hassan Portfolio: https://bit.ly/HassanSheriffah-cs-portfolio
PROFESSIONAL SUMMARY
Detailed-oriented Customer Support Specialist with 4+ years of experience across Fintech,
Education and Hospitality. Skilled in high-volume phone, email, and chat support, consistently
driving 20% improvement in customer satisfaction through proactive engagement and precise
problem-solving. Known for empathy, clear communication, and composure in fast-paced
environments.
CORE CUSTOMER SUPPORT SKILLS
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Phone, Email, and Chat Support
Client Relationship Management and Retention
Complaint Resolution and Escalation Handling
CRM and Ticketing Systems (e.g., Zendesk, Freshdesk, HubSpot)
Accurate Data Entry and Documentation
Time Management and Task Prioritization
Clear Communication and Empathy
Remote Team Collaboration
TOOLS
CRM and Support Tools: Zendesk, Freshdesk, Zoho Desk CRM, HubSpot, Convox CRM
Communication and Messaging Tools: Zoom, Google Meet, Slack, WhatsApp
Scheduling and Coordination Tools: Calendly, Google Calendar, Acuity
Collaboration and Project Management: Notion, Trello, Click Up, Asana, Google Workspace,
Microsoft Office Suite
PROFESSIONAL EXPERIENCE
CUSTOMER SUPPORT (REMOTE)
Dreamhomestay | Feb 2025 – Present
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Respond to over 50 customer inquiries monthly via chat, ensuring clear, professional
communication.
Resolve booking and service-related issues, maintaining a 4.8 satisfaction rating.
Follow up on pending issues and close 95% of cases within the same day.
Coordinate with internal teams to handle scheduling, maintenance, and check-in and
check-out support, ensuring listings are ready and customer issues are resolved
promptly.
Accurately track all interactions in the systems and provide regular updates to
management.
CALL CENTER SUPERVISOR
Unicaf | Oct 2023 – Jan 2025
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Supervised a team of 8 advisers and guided them on call handling, follow ups and
customer communication.
Improved team performance and response quality by 20% through training, coaching
and clearer workflows.
Checked incoming enquiries, monitored ticket flow and kept the daily queue organized
for fast responses.
Oversaw escalated calls and complex cases, confirmed all details with customers and
resolved 90 % before the end of the day.
Monitored service quality, tracked performance numbers, and wrote weekly reports to
help management improve support processes.
CUSTOMER SUPPORT
Unicaf | Aug 2022 – Sep 2023
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Managed a high volume of customer inquiries across email, phone, and chat channels,
maintaining response accuracy above 98% and ensuring resolution of requests.
Assisted customers with account setup, enrollment steps, and general support, ensuring
timely and accurate resolution.
Followed up on incomplete or pending requests, reducing errors and escalations by 25%
through proactive communication.
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Maintained detailed documentation of all interactions in the CRM, ensuring 100% data
accuracy team and team reference.
Monitored customer progress and provided proactive guidance to improve satisfaction
and engagement.
CUSTOMER SERVICE REPRSENTATIVE
Fairmoney | May 2021 – Jul 2022
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Handled 80+ calls daily, assisting clients with loan applications and answering questions
about their accounts.
Guided clients through application processes, resolving issues, and helping them
complete requests successfully.
Listened to customer concerns, clarified problems, and provided solutions, maintaining a
90% satisfaction score.
Followed up with clients to ensure issues were resolved, reducing escalations and
improving retention.
Logged client calls and outcomes in the system to support follow-ups and performance
tracking.
EDUCATION
B.Sc. Mass Communication
National Open University of Nigeria |-
CERTIFICATIONS &TRAINING
Basic Customer Service Representative Skills Training – Wing Assistant | 2025
Basic Data Entry Skills Training – Wing Assistant | 2025
Customer Experience Management – MTF Institute (Udemy) |2025
Customer Care & Complaint Management – Atingi | 2025
