MUBARAK MOHAMMED ZAKARI
Lagos
Summary
Customer Support Specialist with extensive experience in Shopify e-commerce and remote B2C support across the United States, Europe, and Africa. Expert in managing Shopify stores, handling orders, payments, refunds, subscription inquiries, and product-related issues while delivering seamless multi-channel support. Proficient in Shopify Admin, Zendesk, Salesforce, and Freshdesk, with a proven record of optimizing workflows, escalating technical issues, and maintaining exceptional customer experiences. Achieved 97% customer satisfaction and 85% first-contact resolution rates while consistently meeting KPIs for retention, response time, and operational efficiency.
Overview
4
4
years of professional experience
Work History
Customer Support Specialist - Shopify E-commerce
Talentpop
10.2025 - Current
- Provide end-to-end support for Shopify-based clients, including orders, refunds, subscription queries, and product-related issues.
- Manage multi-channel customer inquiries via email, chat, and social media while maintaining high customer satisfaction and timely resolution.
- Use Shopify Admin and Zendesk to document cases, escalate complex issues, and coordinate with internal teams for smooth store operations.
- Collaborate with cross-functional teams to troubleshoot technical issues, optimize workflows, and support online store performance.
- Consistently achieve KPIs for first-contact resolution, response time, and customer retention.
Customer Support Specialist
Teleperformance Nigeria
05.2023 - 10.2025
- Responded to customer inquiries via phone, email, and chat, achieving 97% customer satisfaction.
- Resolved 85% of client issues on first contact, exceeding retention and KPI goals.
- Used Salesforce and other CRM tools to document cases, escalate issues, and follow up within SLA.
- Delivered empathetic, compliant, and professional service while collaborating with remote teams to ensure timely resolutions.
Telemarketer (Remote - Fixed-Term Contract)
Premier Producers Group
11.2024 - 02.2025
- Supported U.S. clients in selecting financial products, including final expense insurance.
- Generated 5+ qualified leads daily while maintaining professional communication.
- USA
Customer Experience Officer
Aura by Transcorp Hotels
Lagos
01.2022 - 04.2023
- Handled 100+ customer requests weekly, resolving complaints and improving client loyalty.
- Managed bookings, account changes, and cancellations to ensure smooth customer experiences.
- Used Freshdesk CRM to track, resolve, and follow up on client concerns.
- Lagos, Nigeria
Junior Auditor (NYSC)
Lagos State Ministry of Special Duties
03.2022 - 02.2023
- Reviewed and maintained government employee and project records for compliance and accuracy.
- Ensured proper documentation and filing systems to support audit readiness and accountability.
- Audit Office
Education
B.Sc. - Entrepreneurial Studies
Federal University of Agriculture
Abeokuta, Ogun State07-2021
Skills
- Shopify & E-commerce Platform Support
- B2C Customer Service & Client Retention
- Order Management
- Payments & Refund Resolution
- Subscription Support & Product Guidance
- CRM Tools: Shopify Admin, Zendesk, Salesforce, Freshdesk, ZOHO
- Microsoft Suite (Word, Excel, Outlook, Teams)
- Escalation Management
- Technical Troubleshooting
- KPI and Metrics Achievement
- Compliance & Confidential Data Handling
- Remote Team Collaboration
- Cross-Cultural Communication
Websites, Portfolios and Profiles
LinkedIn
Volunteer Experience
Radio Presenter and Technical Trainer, FUNAAB Radio, Ogun State, Nigeria, 2018-03-01, 2020-03-01, Trained new on-air talent and engaged a large audience through live broadcasts and phone-ins.
Timeline
Customer Support Specialist - Shopify E-commerce
Talentpop
10.2025 - Current
Telemarketer (Remote - Fixed-Term Contract)
Premier Producers Group
11.2024 - 02.2025
Customer Support Specialist
Teleperformance Nigeria
05.2023 - 10.2025
Junior Auditor (NYSC)
Lagos State Ministry of Special Duties
03.2022 - 02.2023
Customer Experience Officer
Aura by Transcorp Hotels
01.2022 - 04.2023
B.Sc. - Entrepreneurial Studies
Federal University of Agriculture