Mohammed Amuneh
Abuja, FCT
Summary
I am a dedicated Customer Support Specialist with three years of experience in customer service and sales. Passionate about delivering exceptional support in fast-paced environments, I excel in problem-solving, technical troubleshooting, and empathetic communication. My ability to analyze customer needs, resolve complex issues, and collaborate across teams ensures seamless customer experiences. I thrive in dynamic settings where adaptability and attention to detail are key.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Case Advocate/Legal Assistant
Krause And Kinsman Law Firm
08.2024 - 02.2025
- Act as the primary point of contact for clients, responding to inquiries and providing updates on the status of their cases.
- Assist in gathering and organizing case-related documentation, evidence, and client files.
- Help attorneys in preparing case materials, including drafting basic legal documents, forms, and correspondence.
- Conduct initial client intakes to collect pertinent case details and personal information.
- Explain the firm's procedures, billing structure, and any relevant terms of representation
- Assist in preparing and reviewing documents related to the case, including contracts, pleadings, affidavits, and discovery documents.
- Address and resolve client issues, concerns, or complaints in a professional and efficient manner.
- Offer clients practical solutions when necessary and refer them to the appropriate team members when additional expertise is required.
- Ensure clients are aware of the financial aspects of their case, including potential costs, retainer agreements, and payment schedules.
- Maintain confidentiality and protect sensitive client information in line with legal and ethical standards.
- Adhere to regulatory guidelines and firm policies regarding case handling, data protection, and client communication.
Senior Dispatcher/Customer Retention Agent
Big Time Management
11.2023 - 08.2024
- Fielding of incoming calls from customers requesting towing services. This could involve handling emergency calls, scheduling appointments, or providing information.
- Quickly assess the situation described by the customer and dispatch the appropriate tow truck to the location. This requires coordinating with drivers to ensure timely response and efficient service.
- Providing excellent customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction throughout the towing process.
- Handling of challenging situations such as stranded motorists, accidents, or vehicle breakdowns with empathy, professionalism, and efficiency.
- Accurate recording of all relevant information about each service request, including customer details, vehicle information, location, and service provided.
- Collaborating with other call agents, dispatchers, and drivers to ensure smooth communication and efficient workflow.
- Prioritization of tasks effectively to ensure prompt response times and minimize customer wait times.
- Staying composed and focused during high-pressure situations, such as dealing with upset or distressed customers or managing multiple emergency calls simultaneously.
- Handling multiple calls simultaneously while maintaining a high level of professionalism and attention to detail.
- Participating in quality assurance programs to monitor call quality, identify areas for improvement, and maintain service excellence standards.
- Staying updated on company policies, procedures, and industry trends to provide accurate information and efficient service to customers.
Customer Support Specialist
Flex Order
12.2022 - 10.2023
- Responding to Customer Inquiries: Addressing questions and resolving issues via phone, email, or chat in a timely and accurate manner.
- Assisting with Product Usage: Guiding customers through product features and functionalities, ensuring they can effectively utilize the software.
- Troubleshooting Technical Issues: Identifying, analyzing, and resolving technical problems, and reporting malfunctions to the development team when necessary.
- Documenting Customer Interactions: Maintaining accurate records of customer queries, feedback, and resolutions to inform product improvements and enhance service quality.
- Providing Training and Resources: Conducting training sessions or creating documentation to help customers understand and maximize the benefits of the product.
- Collaborating Across Departments: Working with sales, product development, and marketing teams to relay customer feedback and contribute to product enhancements
- Monitoring Customer Satisfaction: Gathering and analyzing customer feedback to assess satisfaction levels and identify areas for improvement.
- Assisting in Onboarding: Helping new customers with product setup and ensuring a smooth transition to using the software effectively
Senior Sales Representative
Savanah Farms Ltd
03.2022 - 11.2022
- Strengthened relationships with clients by maintaining regular communication.
- Increased efficiency through meticulous account management.
- Resolved complex issues promptly to ensure client satisfaction.
- Improved client satisfaction by providing timely and accurate account information.
- Upselling merchandise and service plans to prospective clients
- Management and updating of customer database
- Evaluation of customer complaints and problems
- Disbursing of information on the products and services
- Processing orders, forms and applications
- Swift processing of inbound and outbound calls to ensure Customer satisfaction
- Identification of various lingering issues and escalating them to supervisor
Intern
Savanah Farms Ltd
06.2021 - 09.2021
- Coordinated effectively with diverse teams for successful project execution.
- Conducted in-depth market research to understand consumer behavior.
- Streamlined filing system, enhancing office efficiency.
- Assisted in the management of the various farm administrative activities such as record keeping, quality assessment,
- Equipment and farm maintenance
- General livestock and produce management
Education
Bachelor of Science - Agricultural Extension
University of Abuja
Abuja, FCT, Nigeria02-2022
High School Diploma -
Federal Government College Rubochi
Abuja, FCT, Nigeria07-2017
Skills
- Excellent Verbal & Written Communication
- Problem-Solving & Critical Thinking
- Active Listening
- Administrative Duties
- Understanding of Global Remote Work Tools
- Data Entry & Record-Keeping
- Familiarity with Global Customer Support
- In-depth knowledge of CRM Software
- Technical Troubleshooting
Certification
- EF SET Certificate of English
Timeline
Case Advocate/Legal Assistant
Krause And Kinsman Law Firm
08.2024 - 02.2025
Senior Dispatcher/Customer Retention Agent
Big Time Management
11.2023 - 08.2024
Customer Support Specialist
Flex Order
12.2022 - 10.2023
Senior Sales Representative
Savanah Farms Ltd
03.2022 - 11.2022
Intern
Savanah Farms Ltd
06.2021 - 09.2021
Bachelor of Science - Agricultural Extension
University of Abuja
High School Diploma -
Federal Government College Rubochi
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