Umaila Abbas

Customer Service : I answer 45+ inbound calls a day and delegate task to the appropriate departments, stay on top of operations to ensure timely resolutions, I handle customer follow-ups to ensure they don't have an unresolved issues to increase customer loyalty and encourage future purchase.

Communication: I de-escalate tense situations with customers and find satisfactory resolution that leave callers with positive impression of the company

Project Management: I send work orders to the operations teams and assisted with prioritizing urgent task to reduce delays and ensure 100% success.

Bilingual: I speak English and two other local languages, Hausa, Yoruba to communicate with callers to establish rapport and ensure all the information I provide is clear and understood correctly.

conducting customer satisfaction surveys to understand what areas of the company's services need improvements.

catering to customer phone calls and diverting the call to the relevant department for a more advanced form of query resolution.

curating streamlined email and social media communication mediums for offers, updates and much more.

dealing with customer issues and churning out an easy-to-follow solution.

managing payment and delivery of customer orders
helping customers choose the right product for their requirements and budget.

handling customer concerns and complaints in a timely manner.

informing customers of upcoming promotions or deals.

establishing a positive rapport with all clients and customers in person or via phone.

conducting customer satisfaction surveys to understand what areas of the company's services need improvements.

catering to customer phone calls and diverting the call to the relevant department for a more advanced form of query resolution.

curating streamlined email and social media communication mediums for offers, updates and much more.

dealing with customer issues and churning out an easy-to-follow solution.

managing payment and delivery of customer orders
helping customers choose the right product for their requirements and budget.

handling customer concerns and complaints in a timely manner.

informing customers of upcoming promotions or deals.

establishing a positive rapport with all clients and customers in person or via phone.

manage inbound and/or outbound calls.

follow various communication scripts when speaking to a caller.

handle customer engagement.

identify customer needs, answer questions and solve problems.

up-sell products and services when possible.