Christabel Joshua
Customer Success Expert | Product Specialist
--linkedin.com/in/christabel-joshua
Lekki, Lagos
SUMMARY
I'm a Product Specialist and Customer Support Lead with over 5 years’ experience across fintech, food services, and recycling.
At WallX Africa, I didn’t just resolve user issues. I led product demos, improved service processes, and managed procurement
and weekly spend reporting to keep operations efficient and accountable.
With a degree in Banking and Finance and prior accounting roles at Redripe Recycling and 12 Baskets, I bring hands-on
experience in budgeting, vendor payments, and financial tracking. I'm now looking to apply this blend of financial and
operational expertise to help drive smarter decisions, reduce waste, and support business growth through financial clarity and
control.
EXPERIENCE
Customer Service Lead | Product Specialist | Finance & Operations Professional
WallX
2024 - Present
Oversaw operational fund utilization, tracked vendor payments, and submitted weekly financial reports.
Managed procurement process for internal teams and vendor negotiations.
Delivered product demos and trained new users, increasing adoption by 40%.
Conducted feature testing for digital products, identifying UX improvements.
Resolved 95% of customer’s complaint within 24 hours by implementing a structured feedback and resolution process
Responded promptly and professionally to customer inquiries via email, chat, and phone, achieving a 95% customer
satisfaction rating.
Developed streamlined process workflows that cut transaction processing time by 50%, significantly enhancing overall
efficiency.
Implemented proactive feedback mechanisms that led to a 60% reduction in customer complaints, strengthening overall
customer satisfaction.
Partnered with sales and development teams to align product enhancements with user needs, improving product-market fit
by 45%.
Performed market research that informed new feature development.
Conducted user-focused product testing for digital payment platforms, identifying key usability issues and improving user
experience by approximately 25%.
Reduced escalated issues by 30% through efficient and patient complaint resolution.
Accountant | Administrative Officer
RedRipe Recycling Ltd.
2022 - 2023
Oversaw budgeting and ledger activities, enhancing financial accuracy by 25%.
Managed customer support, resulting in a 30% improvement in retention.
Oversaw vendor management and office operations, boosting operational efficiency by 40%.
Managing office supplies, records, and filing systems.
Supporting HR with onboarding and document management.
Assisting with budgeting, procurement, and inventory control.
Handling internal and external correspondence.
Customer Care Representative | Accountant
12 Baskets Foods Limited (Contract)
2021
Handled customer interactions, enhancing retention and reducing resolution time, with retention increasing by 35% and
1/2
resolution time decreasing by 25%.
Processed orders, oversaw preparation, and managed delivery, reducing order handling time by 30%.
Provided financial reports and improved customer service efficiency, increasing reporting accuracy by 20%.
Kept sales and expense documentation accurate, achieving 98% accuracy.
Generated financial reports and documentation with 98% accuracy.
Customer Care Representative
Neilson Nigeria Ltd, Delta
2017 - 2020
Handled customer interactions, boosting retention by 25% and accelerating resolution speed by 20%.
Offered feedback that influenced service improvements, contributing to a 15% increase in service quality.
Performed data collection, ensuring 95% accuracy.
Customer care | Sales Representative
Naomi and Sons Ltd, Port Harcourt
2013 - 2014
Fostered and maintained customer relationships, leading to a 30% increase in repeat business.
Managed sales reporting and inventory control, resulting in a 20% reduction in inventory errors.
E D U C AT I O N
NYSC
2019
Banking and Finance
Delta State University - Bachelor's degree
2018
C E RT I F I C AT E S
Business Analysis
2024
SKILLS
Customer Satisfaction (CSAT) Tracking & Reporting
CRM Tools
Knowledge Base & FAQ Management
Churn Reduction & Retention Strategies
Live Chat, Email & Phone Support Handling
Product Demonstrations & Onboarding
WordPress, Excel, Microsoft Office
Quality Assurance & Testing
Product & Ops Process Optimization
Cross-functional Collaboration
General Ledger Management
Budget Monitoring & Financial Reporting
Vendor & Procurement Management
Communication, Conflict resolution & Empathy
Financial Documentation & Fund Tracking
Account Management & Sales Support
Customer Journey Mapping & Feedback Collection
Training & People Management
LANGUAGES
English (Proficiency C2)
2/2
