Mary Gabriel

Gabriel Mary Adams No. 5 Yamson Street, Behind City College of Education, Karu, Abuja Email:-| Phone: - Professional Summary A dedicated customer service professional with 3+ years of experience providing personalized support and fostering positive client relationships. Proven ability to manage live chats, guide admissions processes, and handle customer queries with calm professionalism. Adept at using CRM tools, Freshdesk, and Canva to enhance workflows and communications. Bachelor of Arts in Religious Studies from Nasarawa State University. Key Skills - Strong communication and organizational skills - Calm and effective under pressure - Proficient in Microsoft Office, Freshdesk, and Canva - Languages: Fluent in English and Hausa Professional Experience Admissions Advisor & Customer Service Representative No. 1059 O.P Fingesi Street, Utako (May 2023 - Present) - Provided personalized guidance for navigating the college application process. - Assisted in selecting suitable programs aligned with applicants' goals. - Managed customer service inquiries via live chat, enhancing applicant satisfaction. - Implemented Freshchat and Freshdesk automation for real-time assistance and follow-ups. Key Achievements: - Achieved a 70% conversion rate of consultations into submitted applications. - Maintained a client satisfaction rating of 4.5/5 or higher. -Live Chat Implementation: Implemented Freshchat, Zendesk, Podium to provide real-time assistance during the application process Virtual Assistant Datafied Academy (October 2022 - April 2023) - Responded to emails and phone calls promptly. - Scheduled meetings and managed travel arrangements with 100% accuracy. - Utilized Canva for creating engaging visual content and managed CRM tools like Liondesk, Zendesk and Homebot. Key Achievements: - Maintained a content quality rating of 4.8/5. - Managed contacts with 95% accuracy in CRM systems. Medicare Specialist / Customer Care Representative Outsource Global Technology Limited, Mabushi District, Abuja (March 2021 - April 2022) - Supported disabled Americans in navigating health insurance plans and enhanced pharmacy experiences. - Managed and resolved customer complaints efficiently, ensuring a high level of satisfaction. - Leveraged Freshchat for real-time resolutions and integrated Freshdesk for efficient ticketing. Key Achievements: - Resolved 85% of customer issues on the first interaction. - Maintained a 95% customer retention rate. Registry and Field Officer Federal Inland Revenue Service (2019 - 2020) - Conducted visits to taxpayers, educating them on tax compliance. - Enhanced taxpayer knowledge through educational outreach sessions. Key Achievements: - Achieved a 10% increase in taxpayer compliance within the assigned area. Education Bachelor of Arts (B.A.) in Religious Studies Nasarawa State University, Keffi (2018) Senior Secondary School Certificate Christ Ambassadors’ College (2013) Trainings Attended - Citizens Disability Prequalification New Hire Training (2021) - Young Entrepreneurship Program (2019) Referees Shadrach Yissa Supervisor Client Service, Outsource Global Technology Limited Abuja Email:-| Phone: - Victor Ifeanyi Owunnah Team Lead, Health and Wellness Department, Outsource Global Technology Limited Abuja Email:-| Phone: - Dr. Samuel Alu Consultant, Gynecology Department, Federal Medical Centre Keffi Email:-| Phone: -