Abijah Williams
Ilorin,Nigeria
Summary
A highly skilled professional with expertise in programming languages such as Python, C++, and JavaScript, complemented by proficiency in using tools like Git, Windows PowerShell, and Bash. Demonstrates strong verbal and written communication skills, creative problem-solving abilities, and effective time management. Known for leadership qualities and a team-oriented approach, with a solid understanding of ticketing systems and experience using platforms like Intercom and Zendesk. Adept at multitasking and adapting to new challenges while maintaining excellent email etiquette. Career goals include leveraging technical skills to drive innovation and efficiency within dynamic teams.
Overview
7
7
years of professional experience
12
12
years of post-secondary education
1
1
Certification
Work history
Customer Service Specialist (Remote)
Hugo Technologies
Chicago, United States
04.2024 - 06.2025
- As a Customer Experience Agent, I deliver high-touch support to a diverse community of user, specializing in technical assistance, public funding payment processes, and purchase order (PO) management.
- I consistently maintain a 95% CSAT score, reflecting my dedication to delivering empathetic, efficient, and solution-oriented support.
- Resolved an average of 150+ customer inquiries weekly via Intercom, spanning issues from platform troubleshooting to complex public funding and payment resolutions.
- Led and contributed to quarterly internal training sessions and actively trained new hires, strengthening onboarding processes and knowledge sharing across the team.
- Played a critical role in three cross-functional pilot programs focused on improving support flows for technical support, PO management, and public funding payments.
- Maintain and contribute to updated internal documentation regularly, ensuring accuracy and accessibility of resources for the entire CX team.
- Tools & Systems: Intercom | Zendesk | Google Workspace
- Skills Developed: Advanced communication & de-escalation techniques, Strong analytical and troubleshooting skills for technical systems and payment workflows, Basic data analysis and reporting for ticket trends, customer behavior, and team activity, Demonstrated leadership and collaboration through mentorship and project involvement, Passionate about building scalable support processes, fostering learner success, and enhancing CX operations through thoughtful communication and problem-solving.
Customer Care Representative
Wilspring Nursery & Primary School
Ilorin, Nigeria
09.2018 - 04.2024
- Acted as the primary liaison between parents and school administration, ensuring timely communication and resolution of concerns, inquiries, and feedback.
- Fostered trust and loyalty through honest communication with parents.
- Handled student admissions inquiries, provided guidance through the enrollment process, and followed up to ensure seamless onboarding.
- Supported administrative tasks, including calendar management, internal communication memos, and updating school communication boards and platforms.
- Coordinated with teachers and school leaders to promptly address parent concerns, contributing to improved satisfaction rates.
- Promoted school events, newsletters, and policy updates, ensuring all parents and guardians were consistently informed and engaged.
Education
Post Graduate Diploma - Education
University of Ilorin
Ilorin, Kwara State 09.2017 - 09.2019
Bachelor's degree - Linguistics and Nigerian Languages
University of Ilorin
09.2011 - 08.2015
GCSEs - Arts
Kwara State COED Model Secondary School
Ilorin, Kwara State 09.2004 - 07.2010
Skills
- Technical Skills:
Programming in Python, C and JavaScript languages
Comfortable using Git, Windows PowerShell and Bash
Using Google Workspace effectively
Great understanding and use of Ticketing Sysyems
- Soft Skills:
Strong Verbal & Written Communication
Creative and Fast thinking
Problem-Solving
Time Management
Leadership
Analytic and Critical Thinking
Collaboration and Team-Oriented
Emapathy
Adaptability
Multitasking
Email etiquette
- Tools
Intercom, Zendesk, Git, Github, Google Workspace, Office 365
Certification
- Operating Systems
- Google Cybersecurity
- Introduction to Cybersecurity
- Endpoint Security
- Networking Basics
Personal Information
Title: CX Specialist | Aspiring Azure AI Engineer | AI/ML | Linux | Python | C++ | Skilled in Automation and Troubleshooting
Timeline
Customer Service Specialist (Remote)
Hugo Technologies
04.2024 - 06.2025
Customer Care Representative
Wilspring Nursery & Primary School
09.2018 - 04.2024
Post Graduate Diploma - Education
University of Ilorin
09.2017 - 09.2019
Bachelor's degree - Linguistics and Nigerian Languages
University of Ilorin
09.2011 - 08.2015
GCSEs - Arts
Kwara State COED Model Secondary School
09.2004 - 07.2010
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