Hafsa Ahmed Jama

I am a Customer Care and Assistance Representative with seven years of experience delivering operational support and service excellence across the Somaliland region. By integrating a background in Development Studies with expertise in e-commerce management and multi-channel communications, I streamline complex administrative workflows and resolve technical inquiries with precision. I specialize in systematic problem-solving and cross-functional coordination to uphold rigorous service standards and drive long-term client retention. I am now seeking to leverage my track record in customer satisfaction and workflow optimization to contribute to the growth of a global organization.

1. OG

   Owner

   Present

   Online Girls' Accessories Business

   2023 — Present · 3 yrs

   • Directed full-cycle e-commerce workflows covering product sourcing, catalog pricing, and order fulfillment
   • Executed digital and social media marketing campaigns to expand customer reach and drive merchandise sales
   • Maintained accurate financial records by tracking daily expenditures, revenue generation, and operating cash flow
   • Supervised product packaging, inventory management, and distribution logistics to secure prompt delivery
   • Resolved customer inquiries across digital channels to maintain client satisfaction and drive repeat purchases
2. 2

   Customer Care & Assistance Representative

   Present

   2022 — Present · 4 yrs

   • Delivered multi-channel customer assistance across voice, live chat, and social messaging platforms
   • Investigated and resolved customer complaints systematically to maintain high service quality standards
   • Logged comprehensive records of customer interactions, issue categories, and resolutions in internal databases
   • Collaborated with team members across remote workflows to accelerate response times and resolve backlogs
   • Advised clients on service specifications, account requirements, and onboarding procedures to support retention
3. UO

   Child Care Worker / Volunteer

   Urtahagan Orphanage

   2020 — 2023 · 3 yrs

   • Administered daily care routines, safety supervision, and emotional guidance for children in residential care
   • Designed and led structured educational, cultural, and recreational activities to promote developmental milestones
   • Liaised with facility supervisors and community support networks to address individual welfare needs
   • Monitored developmental progress and maintained organized behavioral and milestone logs for facility records
   • Maintained a secure, inclusive, and structured environment dedicated to the physical and emotional wellbeing of youth