Samuel Umaru

Samuel Umaru Customer Service | Virtual Assistant | Remote Support | Sales & Marketing Professional Kaduna, Nigeria • Open to International Remote Roles & Freelance Platforms 📧-• 📞 - PROFESSIONAL SUMMARY Results-driven professional with 5+ years of experience across customer service, virtual assistance, remote support, and sales & marketing roles. Proven ability to manage high-volume customer interactions, generate and nurture leads, support remote business operations, and drive revenue growth. Highly skilled in CRM systems, digital tools, and cross-functional collaboration. Adept at working with international teams and delivering excellent customer experiences in remote environments. CORE SKILLS • Customer Service & Client Support • Virtual Assistance & Remote Operations • CRM Tools (Salesforce, Zendesk, Freshdesk) • Lead Generation & Customer Retention • Sales Support & Telemarketing • Email, Chat & Phone Support • Data Entry & Data Management • Market Research & Competitor Analysis • Microsoft Office & Google Workspace • IT Support & Help Desk • Communication & Problem-Solving PROFESSIONAL EXPERIENCE Customer Care Agent (Remote) Everise – Orlando, FL July 2025 – December 2025 • Delivered professional customer support via phone, email, and live chat for international customers. • Resolved inquiries related to billing, orders, accounts, and product information while maintaining high customer satisfaction. • Managed high call volumes efficiently while meeting quality assurance and performance targets. 1 • Documented interactions accurately using CRM platforms (Zendesk, Freshdesk) and ensured timely follow-ups. • Collaborated with internal teams to escalate and resolve complex issues. Key Achievement: Improved customer satisfaction through empathetic communication and first-contact resolution. Sales & Marketing Associate Gossem Positive Enterprises – Kaduna, Nigeria January 2020 – Present • Built and maintained strong client relationships, contributing to a 25% increase in client retention. • Supported sales operations through lead generation, follow-ups, and CRM management. • Conducted market research and competitor analysis to identify new opportunities. • Assisted in planning and executing targeted marketing campaigns, resulting in a 30% increase in sales. • Implemented CRM tracking to improve sales pipeline visibility and efficiency. Data Entry Administrator DICON Ordnance Factory – Kaduna, Nigeria January 2015 – January 2016 • Entered, verified, and updated large volumes of data with high accuracy. • Organized digital records and generated routine reports for management use. • Ensured data confidentiality and compliance with organizational standards. EDUCATION Bachelor’s Degree in Information Technology University of Greenwich 2013 – 2014 Advanced Diploma in Computing Informatics Academy, Singapore 2007 – 2008 Diploma in Computing Informatics Academy, Singapore 2005 – 2006 2 TECHNICAL SKILLS • CRM & Customer Support Tools • IT & Technical Support • Operating Systems: Windows, macOS • Data Analysis & SQL (Basic–Intermediate) • Cloud & Digital Tools (AWS – basic familiarity) • AI & Automation Awareness CERTIFICATIONS • International Advanced Diploma in Computing – Informatics Academy, Singapore • International Diploma in Computing – Informatics Academy, Singapore ADDITIONAL INFORMATION • Open to remote, freelance, and international roles • Strong internet literacy and remote work discipline • Excellent written and spoken English 3