Deborah Joseph

DEBORAH JOSEPH CONTACT Customer Support | Virtual Assistant | Quality Analyst | • Abuja Nigeria (Open to Remote) • - •- Customer support, Virtual Assistant and Quality Analyst, with a demonstrated track record of delivering exceptional support. Capable of using quality analysis principles to deliver engaging experience and using analytical and problem solving skills to create effective solutions and enhance organizational workflow. WORK EXPERIENCE ______________________________________________________________________ Customer Service Specialist– Operations support coordinator Konscious Keto May 2023 – October 2024 Konscious Keto: Puerto Rico ● Google Drive  Zoom  Canva  Google Slides  PowerPoint  Excel Monitored packages and orders being shipped globally to make sure  Google Sheets orders were successfully delivered.               Calendly Instagram Indeed for employers Email outreach Content Editing Adobe AfterEffect Zendesk Slack JustCall AirCall SamCart Shopify JetPack SDK Rapid Fulfillment Service Vicidial Ring Central 3CX SalesForce Service Cloud Hubspot Calendly Bitrix24 Trello ● Worked with CSMs and collaborated with cross-functional teams to address complex customer concerns using Zendesk as a CRM Tool, to improve customer experience. Conducted outbound calls to follow up with Customers to confirm their correct addresses before shipping out orders. Maintained detailed records of customer interactions, feedback, and resolutions in the company's database. Call Rep - Appointment Setter – Sales Team Canadian Digital Adoption Program |Ontario, Canada February 2023 – May 2023 ● Conducted cold calls, outbound calls and took inbound calls to prospective clients, and Canadian Business Owners to introduce the Canadian Digital Adoption Program (CDAP) ● Identified decision-makers and key stakeholders within the target organization ● Qualified leads by assessing their suitability and interest in the CDAP program ● Softwares and Tools  Conducted inbound/outbound calls, emails, and SMS campaigns to Responded promptly to emails and chats from clients. ● ______________________________ Microsoft Excel ● ● SKILLS AND COMPETENCIES  verify addresses for order shipment. ● ______________________________ Scheduled appointments for the sales team with qualified leads, and ensured optimal utilization of their time         Project Management:  Google Workspace  Skype  Asana Responded to incoming calls, emails, and chats from customers who  Slack placed orders  Calendly Coordinated with the sales team to ensure timely and accurate  Bitrix24 Customer Service Representative/Virtual assistant –| SEO COMPANY OC| California, United States. Nov 2022 – March 2023 ● ● delivery of products and services Organizational skills and ● Kept accurate data on sales made using Google Sheets competencies. ● Handled outbound and inbound calls, chats, and emails to follow up effectively with customers.    Quality Assurance Specialist| Outsource Global Technologies| | Abuja, NG. ● March 2022 – Oct 2023 Performed root cause analysis on recurring problems reported by customers in order to pinpoint underlying causes and develop solutions accordingly. ● ● Collaborated with supervisors and managers to analyze data from surveys measuring overall customer experience levels. Conducted weekly audits of call center agents' performance, providing          constructive feedback and guidance on improving their performance ● Analyzed customer feedback to identify areas of improvement in  customer service processes and procedures. ● Managed the call center's operations to ensure all calls, chats, tickets, and emails were answered within the agreed-upon service level  agreements (SLAs).  Training Specialist| Outsource Global Outsource Global Technologies, Abuja, NG ● March 2022 - Oct 2023 Conducted training needs assessments, resulting in the identification of critical skill gaps and the development of targeted training interventions, training needs, gaps and how to bridge the gaps. ● Developed and delivered comprehensive onboarding programs for new hires, job expectations, best practices, company policies, Vision and mission. ● Developed and delivered leadership development training to Leaders, enhancing their leadership skills and improving team performance. ● Act as the primary point of contact and support for new hires during their initial weeks, addressing any questions or concerns and providing assistance with tools, applications, and daily tasks.  Rapport Social media marketing Community Management Branding and Design Course Creation Decision Making Time Management Active Listening Integrity Product Knowledge Problem-Solving Effective Communication Exceptional verbal and written communication skills Proven ability to meet and exceed sales targets Strong interpersonal and relationshipbuilding skills Analytical mindset and problem-solving abilities Customer Service Representative| Outsource Global |Citizens Disability | Massachusetts, USA. July 2021 - March 2023 Outsource Global Technologies, Abuja, NG ● Took inbound and made outbound calls to American Citizens with Disability to help get their Health Insurance. ● Used scripts and followed communication procedures to communicate with customers ● Consistently surpassed weekly quotas by 15% through expert lead qualification, persuasive communication, and adept objection handling during both inbound and outbound calls. ● Transformed leads into profitable sales by actively listening to their needs and tailoring presentations to address their specific concerns.