Mustapha Sani Muhammad

MUSTAPHA SANI - |-| Abuja, Nigeria PROFESSIONAL SUMMARY Results-driven Administrative & Customer Support Specialist with 5+ years of experience delivering high-quality administrative, virtual assistance, and customer service support across diverse industries. Proven expertise in handling customer inquiries, calendar management, CRM systems, and multi-channel communication (live chat, phone, and email). Strong problem-solving abilities, attention to detail, and a passion for streamlining operations in remote and on-site environments. Adept at using modern productivity tools to enhance team collaboration and customer satisfaction. CORE SKILLS & COMPETENCIES Virtual Assistance & Executive Administrative Support CRM Systems (Zendesk, Freshdesk, HubSpot) Multi-Channel Customer Support (Email, Phone, Chat) Calendar, Inbox & Task Management Data Entry & Documentation Order Processing & Issue Resolution Time Management & Prioritization Remote Team Collaboration & Communication Microsoft Office Suite, Google Workspace, Trello, Asana Tech-Savvy with Strong Adaptability PROFESSIONAL EXPERIENCE Administrative & Customer Support Specialist Teasy Pay International Company – Abuja, Nigeria Jan 2022 – Mar 2024 Delivered administrative support by managing calendars, coordinating meetings, and preparing reports. Resolved customer queries across phone and email with a 95% satisfaction rate. Maintained organized digital records and ensured data compliance and accuracy. Utilized Web Dialer and CRM software to log client interactions and streamline workflows. Received “Customer Service Excellence” award for consistent high performance and customer satisfaction. Virtual Assistant & Customer Support Representative (Remote) Equate Media – Las Vegas, Nevada, USA Jun 2020 – Dec 2021 Provided high-level virtual assistance including inbox management, task tracking, and scheduling. Supported customers via phone, email, and live chat; resolved billing and product-related issues. Managed CRM databases and improved reporting through well-organized spreadsheets and trackers. Supported sales and marketing departments in identifying upselling opportunities and boosting retention. Administrative Assistant & Customer Service Representative (Remote) Citizens Disability – Waltham, Massachusetts, USA Jul 2019 – May 2020 Handled administrative responsibilities including digital file management and client correspondence. Used CRM systems to maintain accurate client profiles and support records. Reduced client complaint rates by 15% through proactive problem-solving and clear communication. Recognized as "Employee of the Month" for reliability, professionalism, and customer care. EDUCATION Bachelor of Arts (B.A.) in Library and Information Science Umaru Musa Yar’adua University – Katsina, Nigeria 2015 – 2019 TECHNICAL TOOLS & SOFTWARE CRM Tools: Zendesk, Freshdesk, HubSpot Productivity Tools: Microsoft Office, Google Workspace, Trello, Asana Communication & Admin Tools: Slack, Notion, Monday.com, Calendly VOLUNTEER EXPERIENCE Community Outreach Volunteer Local Homeless Shelter – Abuja, Nigeria 2018 – 2019 Supported community welfare programs, including food drives and job readiness workshops. Led training sessions on financial literacy and basic employment skills. CERTIFICATIONS & PROFESSIONAL DEVELOPMENT Advanced Customer Service & Virtual Assistance Training Certified in CRM Engagement (Zendesk, HubSpot, Freshdesk) Email & Calendar Management Certification (Google Workspace & Microsoft Outlook) Time Management & Remote Productivity Workshop Diversity & Inclusion in Customer Service – Empathy & Communication LANGUAGES English: Fluent REFERENCES Available upon request.