Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

MUHAMMED MUSA

Mushin,Nigeria

Summary

Highly skilled professional with extensive expertise in utilising search engines and CRM software, including Salesforce. Demonstrates exceptional flexibility, clear communication, and resilience under pressure. Proficient in customer relationship management, conflict resolution, and empathetic communication. Adept at closing sales, managing time effectively, and making informed decisions. Multilingual with strong active listening skills and a proven ability to onboard employees successfully.

Overview

9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work History

Level1 Customer Support Officer

Calgary Online (trading as betPawa)
Lagos, Nigeria
08.2022 - 12.2024
  • Company Overview: betPawa Nigeria
  • Provides technical support to clients
  • Educate clients on sportsbook markets
  • Give first contact counselling to clients with gambling issues
  • Ensure clients satisfaction at all levels using available tools and company guidelines
  • Interact with clients via emails, telegram, facebook, WhatsApp and phone calls to resolve technical and non-technical complaints
  • Ensuring excellent CXI and CSAT by providing clients with excellent support via all support channels
  • Encourage and engage team members to ensure individual and team targets are met effortlessly

Customer Service Support and Retention Specialist

Lumos Nigeria (TxtLight power solution)
Lagos, Nigeria
06.2021 - 08.2022


  • Take customers complaints, register it and get to resolution
  • Ensure customers are satisfied by thriving towards a first call resolution
  • Ensure payments are made on or before due dates
  • Ensure customer retention via day-to-day calls, email and/or text to confirm service satisfaction
  • Encourage team members to ensure individual and team targets are met effortlessly
  • Payment verification and resolving payment issues via calls, emails and texts

Operations Manager and Inventory Supervisor

ASBADE LTD (Abu-otto Investment)
Lagos, Nigeria
08.2016 - 07.2017
  • Devised operational policies for regulatory compliance and best practices adherence.
  • Coordinated hiring, recruitment and training strategies to build successful administrative team.
  • Directed safety protocols implementation, created safer workplace conditions.
  • Implemented quality control measures, enhanced product standards.
  • Identified bottlenecks, implemented solutions, increased productivity.
  • Created classification systems to manage archives.
  • Represented organisations at seminars, conferences and business events.
  • Maintained smooth-running business operations by delegating priorities to staff abilities.
  • Developed organisational policies for administrative oversight and internal controls.

Appointed Corps Liaison Officer (CLO)

National Youth Service Corps
Lagos, Nigeria
12.2015 - 10.2016
  • Coordinates Community Development Service (CDS) Meetings
  • Pass instructions and information to all corps members
  • Write and type CDS meeting reports/minutes
  • Supervise and coordinates CDS projects
  • Assist the NYSC local government inspector (LGI) in the registration of new corps members
  • Assist the LGI and other NYSC staff during the monthly biometric clearance
  • Attend to corps members complains
  • Serve as an intermediary between corps members and the LGI or the NYSC scheme

Education

B.Agric. (Hons.) - Agronomy and Soil Science

University of Ilorin
Kwara State, Nigeria
09.2010 - 05.2015

Skills

  • Ability to use google and other search engines excellently to get information
  • Flexibility - ability to fit into any working environment
  • Clear communication
  • Outbound follow-up calls
  • Stress tolerance
  • Time-management
  • Closing sales
  • Multilingual
  • CRM Software proficiency
  • Resilience under pressure
  • Product knowledge
  • Conflict Resolution
  • Escalation procedure familiarity
  • Empathetic communication
  • Decision making
  • Customer relationship
  • Employee onboarding
  • Resourcefulness
  • CRM system expertise
  • Salesforce proficiency
  • Data Entry
  • Language fluency
  • Active listening

Certification

  • Customer Service Success Udemy - 2022


  • How to Quickly Diffuse Another Person’s Anger Udemy - 2022


  • Sportsbook Products Training Udemy - 2022


  • Customer Experience Indicators CXI Udemy - 2022


  • Customer Service Concepts and Strategy Metropolitan School of Business and Mgt. United Kingdom - 2021


  • Microsoft Office tools (Word, PowerPoint) - 2015

References

References available upon request.

Timeline

Level1 Customer Support Officer

Calgary Online (trading as betPawa)
08.2022 - 12.2024

Customer Service Support and Retention Specialist

Lumos Nigeria (TxtLight power solution)
06.2021 - 08.2022

Operations Manager and Inventory Supervisor

ASBADE LTD (Abu-otto Investment)
08.2016 - 07.2017

Appointed Corps Liaison Officer (CLO)

National Youth Service Corps
12.2015 - 10.2016

B.Agric. (Hons.) - Agronomy and Soil Science

University of Ilorin
09.2010 - 05.2015
  • Customer Service Success Udemy - 2022


  • How to Quickly Diffuse Another Person’s Anger Udemy - 2022


  • Sportsbook Products Training Udemy - 2022


  • Customer Experience Indicators CXI Udemy - 2022


  • Customer Service Concepts and Strategy Metropolitan School of Business and Mgt. United Kingdom - 2021


  • Microsoft Office tools (Word, PowerPoint) - 2015
MUHAMMED MUSA