Abass O.
Senior Customer Support and Virtual Assistant Specialist
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About
Abass R. is a seasoned Customer Support & Virtual Assistant Specialist based in Abuja, Nigeria, with over five years of experience in enhancing remote business operations and managing high-volume client interactions through omnichannel platforms. Having earned a degree in Mass Communication from Bayero University, Kano, he combines strong interpersonal and technical skills to support B2B and B2C operations globally. Abass specializes in CRM administration, using tools like HubSpot and Zendesk to maintain data accuracy, and excels in inbox triage and workflow automation with AI tools such as ChatGPT, Claude, and Gemini, boosting efficiency by 50%. Throughout his career, he has sustained a client satisfaction rating of 4.9/5.0 across international time zones including the US, UK, and Canada. His previous roles include driving client retention as a Sales Manager for Aereflab Group and successfully resolving customer inquiries weekly at Kulukulu Busari Investments. Abass is equipped for global remote collaboration and operates seamlessly across multiple time zones.
Why hire me
I am a Certified Virtual Assistant Specialist (CVAS) and Mass Communication graduate with 5+ years of experience delivering high-impact Virtual Assistant operations and omnichannel Customer Support across global time zones. I bridge the gap between executive admin and client success: • As a Virtual Assistant: I streamline remote operations—reducing executive inbox clutter by 60%, managing complex multi-timezone calendars, and coordinating project workflows using Google Workspace, Asana, and Notion. • In Customer Support: I handle high-volume email, chat, and CRM ticket management (HubSpot, Zendesk) with empathetic issue resolution—sustaining a 95%+ CSAT score and 4.9/5.0 client rating. Leveraging AI tools (ChatGPT, Claude) for maximum efficiency, I operate from a dedicated home office with fiber-optic internet and solar power backup to guarantee 100% uptime for global teams.
Experience
Customer Support & Virtual Assistant
Freelance · 2025 — PresentProvided asynchronous client support for over 10 global clients, ensuring effective communication and a consistent satisfaction rating of 4.9/5.0. Developed Gmail triage systems to streamline inbox management, significantly reducing email overload. Maintained accurate databases in HubSpot and Zendesk, ensuring 100% data integrity. Created custom automation frameworks using ChatGPT, Claude, and Gemini to enhance professional correspondence and document summarization. Managed executive schedules across multiple time zones to avoid booking conflicts. Assisted international brands in digital marketing by managing lead generation and content calendars.Sales Manager
Aereflab Group of Companies · 2024 — 2025Enhanced client retention in a B2B context by developing and implementing relationship management strategies. Oversaw the daily operations of a 15-person team by coordinating schedules, task assignments, and reporting procedures. Achieved cost savings through vendor contract renegotiation and resource reallocation.Customer Relations Officer
Kulukulu Busari Investments · 2020 — 2023Addressed over 50 complex customer inquiries weekly through various channels, maintaining a satisfaction rating above 95%. Utilized CRM systems to track support data and improve client follow-up processes. Developed training materials for conflict resolution and facilitated onboarding for three junior team members.
Skills & Expertise
Education
- Bachelor of Science in Mass CommunicationBayero University, Kano · 2015 — 2019
- Diploma in Mass CommunicationBayero University, Kano · 2012 — 2014
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