Abuja, FCT, Nigeria
Gabriel Joseph
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https://www.linkedin.com/in/gabriel-joseph-35055b125/
SUMMARY
Dedicated customer service and Administrative professional with over 6 years of experience and a proven track record of
delivering outstanding service in fast-paced environments. Skilled in leading teams and driving success through effective
communication and interpersonal abilities. Demonstrated expertise in building strong relationships with both customers
and colleagues to achieve organizational goals
EXPERIENCE
Call Center Agent Team Lead
Outsource Global Technologies
November 2018 - Present, Abuja, Nigeria
• Led a team of 20 call center agents, improved customer satisfaction from 67% to 82%, resulting in 2.5x increase in call
deflection, and 25% reduction in average call time.
• Oversee quality assurance processes, ensure adherence to call center policies and procedures, and identify areas for
improvement.
• Organizing Coaching and Training session systematically among the Reps weekly.
• Handle complex or escalated customer issues that cannot be resolved by a call center agent.
• Maintaining up-to-date documentation, call scripts, and knowledge bases for consistent service delivery.
• Responsible for monitoring and reporting on metrics such as call volume, response time, customer satisfaction, and
agent performance to assess team performance and identify areas for improvement.
Call Center Agent
Consol Limited
August 2017 - September 2018, Illupeju, Lagos
• Served as frontline customer service representative handling more than 100 customer inquiries per day while resolving
problems in a timely manner and achieving 95% customer satisfaction ratings.
• Demonstrated ability to quickly assess customer needs and successfully upsell product and services, resulting in 20%
increase in sales revenue.
• Resolved over 800 complex customer inquiries while maintaining high levels of customer service standards.
• Achieved four consecutive quarterly customer satisfaction ratings, exceeding department goals.
• Demonstrated knowledge of CRM systems technologies and effectively managed large customer accounts.
Executive Marketer
Leadway Assurance
August 2016 - August 2017, Kaduna, Nigeria
• Improved the website performance by 10%, resulting in a 50% increase in lead volume, and a 10% reduction in cost of
customer acquisition.
• Developed and executed a marketing strategy, resulting in a 50% increase in lead volume, a 10% reduction in cost of
customer acquisition, and a 10% improvement of website performance.
EDUCATION
Bachelor of Science in Science Education
Minor in Mathematics • Bayero University • Kano, Nigeria • 2014
CERTIFICATIONS
Customer Relations Management
JPTS • 2020
SKILLS
Microsoft Office Suites , Salesforce, Hubspot, Communication
