Alimatu-Sadia Abubakar Garba
Remote Customer Support Representative | Customer Experience Specialist
5+ years helping customers through live chat, email and phone, with a 95% customer satisfaction score.
- Accra, Ghana (GMT+0)
- Open to remote roles
- HubSpot, Zendesk, Freshdesk, Intercom
About Me
I'm a customer-focused support professional with more than five years of experience helping people through live chat, email and phone.
I enjoy resolving issues quickly, managing tickets and escalations with care, and using CRM platforms like Zendesk, Freshdesk, Intercom and HubSpot to keep every interaction organised.
I'm passionate about creating seamless customer experiences, especially for global remote teams.
I hold a Bachelor's degree in Economics from the University of Business and Integrated Development Studies.
Experience
Customer Support Associate, Stanbic Bank Ghana
Oct 2022 – Dec 2025
- Resolved 80+ customer inquiries daily through email and live chat while maintaining a 95% CSAT score.
- Managed complaints and escalations by identifying root causes, giving timely solutions and improving customer retention.
- Managed 500+ monthly tickets in Zendesk, maintaining SLA compliance and improving first response time by 30%.
- Reduced average response time by 35% through saved replies, workflow improvements and ticket prioritisation.
- Resolved complex issues by collaborating with technical and billing teams, improving first contact resolution.
Customer Support Agent, MTN Ghana
Nov 2016 – Feb 2019
- Managed 200+ customer interactions weekly across email and phone while maintaining a 95% CSAT score.
- Handled high-volume periods while meeting SLA targets.
- Identified recurring customer issues and fed them back to product teams.
- Created and updated support documentation, FAQs and knowledge base resources.
- Supported customers by phone, email and social media and kept accurate CRM records.
Education
Bachelor's Degree in Economics
University of Business and Integrated Development Studies
Skills
Customer Support
- Customer Relationship Management
- Live Chat Support
- Email Support
- Phone Support
- Ticket Management
- Complaint Resolution
- Escalation Management
- Customer Retention
- Knowledge Base Management
- Customer Onboarding
- Technical Troubleshooting
- Quality Assurance
Soft Skills
- Communication
- Active Listening
- Empathy
- Problem Solving
- Conflict Resolution
- Critical Thinking
- Time Management
- Adaptability
- Attention to Detail
- Multitasking
Remote Work
- Remote Communication
- Async Collaboration
- Slack Communication
- Google Workspace
- Documentation
- Self-Management
Tools
- Zendesk
- Freshdesk
- Intercom
- HubSpot CRM
- Slack
- Zoom
- Google Meet
- Microsoft Teams
- Google Workspace
- Microsoft Office
Projects
CloudDesk Customer Support Simulation
HubSpot + Google SheetsSimulated portfolio project. Customers and companies are fictional.
A simulated end-to-end support workflow for a fictional company, CloudDesk Solutions, built in HubSpot Service Hub and Google Sheets. It demonstrates ticket creation, prioritisation, customer communication, internal handoffs and escalation, resolution tracking and dashboard reporting.
- HubSpot
- Google Sheets
- Ticketing
- Escalation Management
- Customer Communication
- Reporting
What this project shows
- Clear and empathetic writing
- Structured internal documentation
- Appropriate escalation
- Honest expectation-setting
- Data-driven reporting
Case Studies
Unable to log in to my account
- Priority: High
- Category: Account Access
- Status: Closed
Customer issue
A fictional customer (Ama Mensah) could not log in and believed her password was incorrect.
What I did
- Confirmed a password reset had already been tried.
- Found the login page showed the account as temporarily locked.
- Escalated to the technical support team with a structured note: reason, issue details, troubleshooting completed, requested action, customer impact and next follow-up.
- When the technical team confirmed the lockout had expired, emailed the customer clear next steps and a fallback if it failed again.
Outcome
The customer confirmed access was restored and the ticket was closed.
Screenshots
Customer charged twice for subscription
- Priority: Urgent
- Category: Billing/Payments
- Status: Closed
Customer issue
A fictional customer reported a possible duplicate subscription charge.
What I did
- Sent an empathetic first response acknowledging the concern and setting expectations.
- Logged a billing investigation handoff note: issue, customer impact, action taken, requested investigation and next action.
- After the billing team confirmed two charges and started the approved refund, emailed the customer an honest update and promised a refund timeline only once the billing team confirmed it.
Outcome
Duplicate charge confirmed, refund completed, ticket closed with a final resolution note.
Screenshots
CloudDesk Help Center (Knowledge Base)
Simulated portfolio project. CloudDesk and all details are fictional.
A help center of 9 customer-facing articles for a fictional product, organised into Account & Login, Billing & Payments and Getting Started. Two of the articles were written from the tickets in my CloudDesk support simulation, to show how recurring issues can become self-service content.
- Notion
- Knowledge Base Writing
- Documentation
- Customer Self-Service
Screenshots
Help center homeClick to enlarge Sample articleClick to enlarge About this projectClick to enlarge
What this project shows
- Plain-language writing
- Consistent structure
- Turning ticket patterns into self-service content
- Customer empathy
Let's work together.
I'm open to remote customer support and customer experience roles.
Accra, Ghana (GMT+0)