Grace Joseph

GRACE JOSEPH Customer Experience Specialist ■ CAREER OBJECTIVE To provide exceptional customer service by leveraging communication, empathy, and problem-solving skills to enhance client satisfaction and retention. Dedicated to delivering efficient, friendly, and solution-oriented support that strengthens customer relationships and contributes to organizational success. PROFESSIONAL SUMMARY Proactive and customer-focused professional with over five years of experience delivering outstanding service in fast-paced environments. Skilled in managing customer inquiries, resolving issues efficiently, and maintaining high satisfaction levels. Proven ability to handle multiple communication channels, maintain accurate records, and collaborate effectively across departments to ensure seamless customer experiences. KEY ACHIEVEMENTS • Improved customer satisfaction rates by consistently maintaining a 95% positive feedback score. • Resolved an average of 100+ customer inquiries daily while ensuring first-contact resolution. • Recognized for professionalism and empathy in handling escalated client concerns. • Contributed to process improvements that reduced service turnaround time by 20%. • Trained and mentored new staff on effective communication and service etiquette. PROFESSIONAL EXPERIENCE Customer Experience Representative Chapel Hill Denham, Lagos, Nigeria | Feb 2025 – Present • Engage with clients across phone, email, and in-person platforms to deliver prompt and courteous service. • Ensure customer satisfaction by identifying needs, resolving complaints, and escalating critical issues appropriately. • Maintain accurate customer records using CRM systems to support efficient service delivery. • Collaborate with internal teams to streamline service processes and enhance the client journey. Customer Relations Assistant Labana Mills Limited, Birnin Kebbi | Jan 2024 – Jan 2025 • Served as a liaison between production and customer teams to address product inquiries and feedback. • Provided detailed information on product quality and delivery timelines, ensuring transparency and trust. • Assisted in resolving customer complaints promptly, contributing to repeat business and loyalty. • Supported administrative duties, including report preparation and database management. Administrative Support Assistant Umaru Ali Shinkafi Polytechnic, Sokoto | Jul 2022 – May 2023 • Handled inquiries and correspondence for students and staff, ensuring professional communication. • Assisted in maintaining accurate academic records and documentation within strict deadlines. • Organized meetings, distributed materials, and maintained smooth office operations. • Provided courteous and efficient service to students, faculty, and administrative staff. Cashier & Payroll Administrator Cement Company of Northern Nigeria Plc (BUA Cement), Sokoto | Apr 2018 – Jan 2023 • Delivered excellent service to employees during payroll processing and inquiries. • Handled cash transactions accurately, maintaining complete confidentiality and professionalism. • Resolved salary-related concerns swiftly while maintaining compliance with financial procedures. • Collaborated with HR to ensure smooth communication and staff satisfaction. EDUCATION M.Ed. – Administration & Planning, Kebbi State University of Science and Technology (Expected 2025) BSc. Ed. – Chemistry, Kebbi State University of Science and Technology, Aliero (2020) TRAINING & CERTIFICATIONS • Virtual Assistance Skills in the Digital Age – ALX Africa (2024) • Learning in Motion – Vitalearning Academia (2024) • Research Methodology & Scientific Writing – MAAU (2025) • Academic Report Writing with AI – KSUSTA (2023) • Computer Training Certification – Asali Mini Café (2021) CORE COMPETENCIES • Customer Relationship Management (CRM) • Conflict Resolution and Empathy • Communication and Active Listening • Data Entry and Administrative Support • Multitasking and Time Management • Problem Solving and Client Retention • Microsoft Office (Excel, Word, Outlook)