Stanley Gabriel

​STANLEY GABRIEL​ ​Lagos, Nigeria​ ​PROFESSIONAL SUMMARY​ ​ etail-oriented Customer Support Specialist with strong experience in fintech and real estate​ D ​tech environments. Skilled in resolving complex customer issues using tools such as Zendesk,​ ​Freshdesk, HubSpot, Intercom, Slack, Notion, Google Workspace, Excel, and CRM dashboards.​ ​Adept at troubleshooting platform errors, documenting cases, analyzing recurring issues, and​ ​communicating clearly with both technical and non-technical users.​ ​PROFESSIONAL EXPERIENCE​ ​Compass Real Estate – United States​ ​Jan 2025 – Present​ ​●​ P ​ rovide customer and agent support using Zendesk Support, HubSpot CRM, and​ ​Intercom for ticket management, live chat, and email responses.​ ​●​ T ​ roubleshoot listing errors, account access issues, and platform malfunctions by​ ​reviewing backend logs, verifying property data, and using internal admin dashboards.​ ​●​ A ​ ssist agents with MLS (Multiple Listing Service) updates, property uploads, and​ ​document verification by accessing internal real estate management tools.​ ​●​ U ​ se Notion and Confluence to update documentation, create step-by-step troubleshooting​ ​guides, and maintain knowledge base accuracy.​ ​●​ C ​ ollaborate with engineering and product teams through Slack channels to escalate bugs​ ​with clear replication steps, screenshots, and session data.​ ​●​ T ​ rack resolution performance and SLA compliance using Zendesk Explore reporting​ ​dashboards.​ ​●​ S ​ upport over 10,000+ platform users across chat, email, and helpdesk systems while​ ​maintaining high CSAT ratings.​ ​Customer Service Representative (Hybrid)​ ​Paga Fintech Limited, Lagos​ ​Jan 2023 – Dec 2024​ ​●​ H ​ andle customer inquiries through Freshdesk (tickets), Zendesk Chat, and phone support,​ ​resolving wallet, transaction, and app-related issues.​ ​●​ I​ nvestigate failed or pending transactions by accessing Paga Merchant Dashboard, Wallet​ ​Logs, and Transaction Monitoring Tools.​ ​●​ A ​ ssist users with identity verification, BVN issues, and account security using backend​ ​authentication tools.​ ​●​ D ​ ocument every case with structured notes, categories, and tags in Freshdesk to improve​ ​tracking and reduce repeat issues.​ ​●​ G ​ enerate weekly reports using Excel (pivot tables, VLOOKUP) and Google Sheets to​ ​summarize complaint trends, resolution rates, and user feedback.​ ​●​ E ​ scalate technical issues to engineering teams with detailed logs and step-by-step​ ​reproduction procedures via Slack channels.​ ​●​ T ​ rain new hires on using Freshdesk, Google Workspace, and internal fintech tools during​ ​onboarding sessions.​ ​CORE COMPETENCIES & TOOLS​ ​●​ C ​ ustomer Support & Troubleshooting: Multichannel support (chat, email, tickets), issue​ ​resolution, documentation.​ ​●​ ​CRM & Ticketing: Zendesk, Freshdesk, HubSpot, Intercom.​ ​●​ ​Product & Technical Support: Wallets, payments, app/account issues.​ ​●​ ​Productivity & Collaboration: Google Workspace, Excel, Notion, Confluence, Slack.​ ​●​ ​Process Improvement: Workflow optimization, knowledge base updates, escalations.​ ​ oft Skills: Empathy, Communication, Teamwork, Problem-Solving​ S ​Availability: Immediate​ ​EDUCATION​ ​B.Sc. Microbiology – Nnamdi Azikiwe University​