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FATIMA AHIWA
Abuja
Work Preference
Summary
Client-focused professional with over 20 years in customer service and operational support. Successfully guided clients through onboarding, enhancing satisfaction and retention rates through effective communication and cross-functional collaboration. Committed to delivering exceptional client experiences that drive long-term success.
Overview
3
3
Languages
1
1
Certification
23
23
years of professional experience
Work History
Business Development Manager
Digitalfootprints Nigeria Ltd
05.2022 - 04.2023
- Guided new clients through service onboarding processes, ensuring smooth setup and understanding of deliverables.
- Conducted service walkthroughs and explained features to clients, answering questions clearly and confidently.
- Coordinated with internal teams to deliver marketing and digital solutions that met client expectations and objectives.
- Managed inbound emails and customer inquiries, providing timely and professional responses that enhanced client experience.
- Built strong client relationships that contributed to increased satisfaction and retention rates.
- Maintained accurate records of client interactions and onboarding progress in internal systems.
State Manager (Kano, Jigawa & Katsina)
Globacom Limited
09.2011 - 08.2018
- Led and mentored teams to uphold high customer service standards and enhance client satisfaction.
- Handled escalated customer concerns and ensured timely resolution.
- Coordinated with sales, operations, and technical teams to ensure seamless service delivery.
- Oversaw reporting, documentation, and performance tracking for multiple accounts to ensure accuracy.
- Delivered presentations and meetings to clarify services and solutions for clients.
- Oversaw customer onboarding and service activation processes within the assigned territory.
Customer Service & Administrative Roles
BGL Securities
Abuja, FCT
12.2008 - 12.2009
- Managed inbound customer inquiries via phone and email, ensuring timely and accurate responses.
- Guided customers through account setup and service-related processes.
- Scheduled appointments and coordinated follow-ups to enhance customer experience.
- Maintained accurate customer records and documentation.
- Provided empathetic support in fast-paced environments, fostering positive customer interactions.
Customer Service & Administrative Roles
Globacom Ltd
Kano, Kano
05.2005 - 12.2008
- Handled inbound customer inquiries via phone and email, ensuring prompt resolution of issues.
- Guided customers through account setup and service-related processes.
- Scheduled appointments and coordinated internal follow-ups to enhance customer experience.
- Maintained customer records and documentation with a focus on accuracy and accessibility.
- Delivered consistent, empathetic support in fast-paced environments.
Customer Service & Administrative Roles
Vmobile
Kaduna, Kaduna
03.2001 - 05.2005
- Handled inbound customer inquiries via phone and email, ensuring timely resolution of issues.
- Provided empathetic support in fast-paced environments, fostering positive customer experiences.
- Guided customers through account setup and service-related processes.
- Coordinated scheduling of appointments and internal follow-ups to enhance service delivery.
- Maintained accurate customer records and documentation.
Customer Service & Administrative Roles
Telserve Nigeria
Abuja, FCT
07.2000 - 03.2001
- Addressed inbound customer inquiries via phone and email, ensuring timely resolution.
- Guided customers through account setup and service-related processes.
- Delivered consistent, empathetic support in fast-paced environments.
- Scheduled appointments and coordinated internal follow-ups to streamline service delivery.
- Maintained accurate customer records and documentation.
Education
Bachelor of Arts (B.A.) - English
University of Maiduguri
Maiduguri, Borno State. Nigeria06-2000
Skills
- Business Strategy Development
- Cross-Functional Coordination
- Relationship management
- Customer support
- Inbound Customer Support
- Process training
- Problem resolution
- Remote Collaboration
- Account management
Certification
- Data Entry Fundamentals
- Remote Work & Cybersecurity Essentials
- High-Level Negotiation Skills
Additional Qualifications
- High empathy and customer-first mindset
- Strong written and verbal communication skills
- Comfortable managing multiple client accounts simultaneously
- Detail-oriented and organized
- Energetic and collaborative remote team player
Personal Information
Available: Remote Freelance Work
Languages
English
Proficient (C2)
C2
Hausa
Upper Intermediate (B2)
B2
Nigerian Pidgin
Proficient (C2)
C2
Timeline
Business Development Manager
Digitalfootprints Nigeria Ltd
05.2022 - 04.2023
State Manager (Kano, Jigawa & Katsina)
Globacom Limited
09.2011 - 08.2018
Customer Service & Administrative Roles
BGL Securities
12.2008 - 12.2009
Customer Service & Administrative Roles
Globacom Ltd
05.2005 - 12.2008
Customer Service & Administrative Roles
Vmobile
03.2001 - 05.2005
Customer Service & Administrative Roles
Telserve Nigeria
07.2000 - 03.2001
Bachelor of Arts (B.A.) - English
University of Maiduguri