SARA MUHAMMAD
Abuja,Nigeria
Summary
Reliable and resourceful Customer Support Representative with strong experience in phone-based, desk, and remote customer service. Adept at handling high volumes of inquiries, resolving client issues with empathy, and managing detailed records using CRM systems. Proven track record of improving satisfaction scores, streamlining scheduling, and ensuring accurate billing and payment recovery. Skilled in coordinating with teams, maintaining client trust, and contributing to smooth administrative workflows in dynamic environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Care Representative (Remote)
Techvill Appliance Repair
Calgary, Canada
01.2025 - 05.2025
- Managed over 50 customer interactions weekly via phone, email, and CRM, addressing inquiries and service requests efficiently.
- Coordinated schedules for 10+ technicians, ensuring prompt service delivery and minimizing appointment conflicts.
- Sent structured billing reminders and followed up on late payments, successfully recovering overdue balances.
- Dispatched detailed job information to technicians, improving service accuracy and reducing site errors.
- Handled complaints and escalations with empathy and professionalism, maintaining high customer retention.
- Maintained accurate documentation of over 1,000 customer profiles, service details, and job histories.
- Used Service Titan to update customer records, create service tickets, and manage dispatch logistics.
Customer Service & Dispatch Coordinator (Remote)
BozmanFix Appliance Repair
TX/GA, USA
07.2023 - 01.2025
- Used HouseCall Pro CRM to schedule appointments, assign technicians, and manage accurate client and appliance data.
- Responded to potential clients through Yelp and inbound phone calls, securing bookings and growing the customer base.
- Dispatched technicians based on availability and job urgency, ensuring optimal routing and time management.
- Gathered detailed service information to prepare technicians before visits and reduce on-site delays.
- Issued invoices and followed up on pending payments, contributing to revenue recovery efforts.
- Maintained clear, proactive communication with clients and technicians to ensure smooth service delivery.
- Assisted in coordinating parts logistics and rescheduling jobs when needed.
Remote Customer Support Representative
Universal SkyVIP Services
07.2023 - 12.2023
- Responded to client queries via phone and email, handling service bookings, cancellations, and policy clarifications.
- Educated clients on airport-specific requirements, avoiding delays or service disruptions.
- Generated secure payment links, ensured transaction success, and followed up on unpaid bookings.
- Assisted high-value clients with customized services, ensuring premium customer experience.
- Logged client data and interaction notes accurately in CRM tools for consistent follow-up and reference.
- De-escalated service issues while maintaining customer satisfaction and brand trust.
- Worked collaboratively with airport representatives and ground agents to confirm availability and special requests.
Desk Customer Care Representative
Adunni Health Services
Kano
03.2021 - 06.2022
- Company Overview: Plastic Surgery Clinic
- Served as the primary point of contact for patients, managing inquiries, appointment scheduling, and follow-ups.
- Responded to walk-in, phone, and virtual inquiries regarding surgery bookings, post-op care, and clinic services.
- Processed monthly payments totaling over ₦1.7 million via remote platforms, ensuring accuracy and patient confidentiality.
- Updated and organized patient records, consent forms, and clinical documentation for quick retrieval.
- Coordinated with medical staff to confirm procedure timelines and reduce wait times.
- Delivered calm, compassionate responses to sensitive inquiries, upholding a strong reputation for patient care.
- Provided administrative support to clinic managers, contributing to smoother front-desk operations and workflow.
- Followed up on patient feedback and complaints, ensuring resolution and service improvements.
- Plastic Surgery Clinic
Education
Salesforce Associate -
ALX Africa
Virtual Assistant Certificate - undefined
ALX Africa
Artificial Intelligence Career Essentials - undefined
ALX Africa
B.A. - Mass Communication
Ibrahim Badamasi Babangida University
Skills
- Phone & Desk-Based Customer Service
- CRM Platforms: Service Titan, HouseCall Pro, Yelp, Workiz, Kommo
- Appointment Scheduling & Dispatch Coordination
- Secure Payment Processing & Recovery
- Complaint Handling & Dispute Resolution
- Digital File & Data Management
- Microsoft 365 Suite: Outlook, Excel, Teams, Word
- Professional Communication (Email & Phone)
- Multitasking & Time Management
Certification
- Virtual Assistant Certificate – ALX
- Artificial Intelligence Career Essentials – ALX
- Professional Foundations – ALX
- Certificate in PowerPoint – LADOL Enterprise
- Valid Driver’s License
Personal Information
Timeline
Customer Care Representative (Remote)
Techvill Appliance Repair
01.2025 - 05.2025
Customer Service & Dispatch Coordinator (Remote)
BozmanFix Appliance Repair
07.2023 - 01.2025
Remote Customer Support Representative
Universal SkyVIP Services
07.2023 - 12.2023
Desk Customer Care Representative
Adunni Health Services
03.2021 - 06.2022
Salesforce Associate -
ALX Africa
Virtual Assistant Certificate - undefined
ALX Africa
Artificial Intelligence Career Essentials - undefined
ALX Africa
B.A. - Mass Communication
Ibrahim Badamasi Babangida University
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