Luiza Gabriel

LUIZA GABRIEL CUSTOMER SUPPORT SPECIALIST WAT (UTC +1) | Portfolio PROFESSIONAL SUMMARY Customer Support professional with hands-on experience supporting high-volume users across chat, email, and call channels. Skilled in issue resolution, troubleshooting, escalation handling, CRM documentation, and cross-team coordination to ensure timely and accurate support outcomes. Experienced in collaborating with internal teams to resolve customer concerns efficiently, with a structured and detail-oriented approach to improving customer experience, support operations, and service quality. TECHNICAL SKILLS SOFT SKILLS Multichannel Customer Support (Chat, Email, Call) Issue Troubleshooting & Escalation CRM Management & Call Handling Ticket Documentation & Resolution Tracking Privacy, Data Protection, & Compliance Handling Workflow Coordination & Automation Knowledge Base Usage & Internal Documentation Clear Verbal & Written Communication Empathy & Active Listening Cross-team Collaboration Time Management & Task Prioritization Problem-Solving Adaptability & Flexibility Attention to Detail & Proactiveness TOOLS PROFICIENCY Google Workspace Freshsales CRM 3CX Intercom Freshchat Zoom Fathom AI Freshdesk Hubspot Zendesk Canvas LMS Slack PROFESSIONAL EXPERIENCE National Health Fellows Program March 2025 - November 2025 Fellows’ Technical Support Held the role of Support Team Lead, managing schedules, daily updates, and the well-being of a 12-member support team. Led learner support operations for 700+ fellows across multiple courses, providing chat, email, and voice support via Freshchat, Gmail, and 3CX. Managed and followed up on learner issues end-to-end, contributing to an over 85% course pass rate across all programs. Held the highest inbound and outbound call volumes on 3CX and the second-highest number of chats resolved on Freshchat. Handled escalations and maintained CRM hygiene in Freshsales, ensuring accurate documentation and reporting. Handled the Admin role in Canvas LMS, managing learner accounts, course access, assessment retakes, grades, and booking issues. Moderated call & live chat engagements to ensure quality responses, SLA compliance, and positive learner experience. Provided weekly reports on issues, trends, feedback, and opportunities for improvement to program leadership. Worked closely with the Program Manager to align support activities with program timelines while serving as the primary point of contact for program-related issues, updates, and internal coordination. PROFESSIONAL EXPERIENCE Tech Herfrica June 2023 - August 2025 Program Research Volunteer Served as team lead, regularly represented the team in management meetings to communicate progress, shared updates, and ensured alignment between the team and leadership. Coordinated team tasks and timelines by clarifying deliverables, facilitating team updates, and maintaining accountability between team members and management. Collaborated with management to align ongoing research with the thematic areas of Tech Herfrica and Her Local Market. Contributed research insights and data to support the social media team in creating relevant and engaging content for our target audience. PROFESSIONAL EXPERIENCE The uLesson Group September 2023 - March 2024 Content Quality Support Contributed to the successful launch of The uLesson Classboard by reviewing 1,000+ academic materials (lesson slides, scripts, and resources) across subjects such as senior math, English, physics, chemistry, and biology. Evaluated 50+ pre-recorded K–12 lesson videos for academic rigor, animation quality, and learner engagement. Scheduled 2,000+ live lessons in the uLesson app backend across primary, junior & secondary subjects, ensuring accurate timing for subject assignment and lesson content. Assessed audio-visual quality of 500+ live lessons and escalated problematic sessions, maintaining high delivery standards across primary, junior & secondary subjects. Reviewed Star Educators and moderators using detailed performance metrics covering content quality, engagement, punctuality, and presentation. EDUCATION Modibbo Adama University of Technology, Yola. BTech. Urban & Regional Planning CERTIFICATIONS & REVIEWS Click Here to view verified certifications and customer reviews. REFERENCES Available upon request.