Iwuji Joy

Dedicated and results-driven Customer Service Representative with 5+ years of remote experience handling high-volume inbound and outbound calls, resolving customer inquiries, and consistently exceeding performance targets. Proven track record of achieving 95–98% customer satisfaction rates and maintaining first-contact resolution across diverse client bases. Highly skilled in CRM documentation, script adherence, and professional call handling across BPO, SaaS, and wellness sectors.

Comfortable working remotely with minimal supervision, managing 150–200+ interactions daily while delivering accurate information and outstanding service. Thrives under pressure, adapts quickly to company guidelines, and brings a calm, solution-oriented approach to every customer interaction.

Customer Service & Virtual Support Specialist at Mercatura ICT (2024-01 – Present)

Handled high-volume inbound and outbound customer communications across email, phone, and chat, maintaining professional script adherence and company policy compliance.

• Handled high-volume inbound and outbound customer communications across email, phone, and chat, maintaining professional script adherence and company policy compliance at all times.
• Resolved customer inquiries, complaints, and service issues efficiently — achieving consistent first-contact resolution and contributing to measurable improvements in customer satisfaction scores.
• Documented all customer interactions accurately in HubSpot CRM, updated records in real time, and ensured data integrity across 20+ active client accounts simultaneously.
• Monitored individual performance metrics and met or exceeded team KPIs, including response times, resolution rates, and customer feedback targets.
• Operated fully remotely with minimal supervision, managing workload independently while maintaining high accountability and zero client drop-offs.
• Leveraged AI productivity tools to automate repetitive tasks, increasing team output by 35% and enabling faster, more accurate customer responses.

Customer Service Representative (Freelance) at Remote — Nigeria | Global Clients (2023-01 – 2024-12)

Managed inbound and outbound customer service workflows for 20+ remote clients across multiple time zones.

• Managed inbound and outbound customer service workflows for 20+ remote clients across multiple time zones, achieving a 98% on-time task completion rate.
• Resolved customer inquiries and complaints with accuracy and professionalism, consistently delivering correct information while following client-specific scripts and guidelines.
• Documented customer interactions and updated records in CRM systems, maintaining 100% documentation accuracy across all active accounts.
• Handled all client-facing communications — coordinating follow-ups, sending updates, and escalating complex cases — keeping every engagement on track simultaneously.
• Introduced structured task prioritisation systems that reduced turnaround time by 40% and improved customer response accountability.

Customer Support Assistant at CloudDesk Solutions (SaaS) (2022-05 – 2022-12)

Managed 200+ customer accounts monthly via CRM and ticketing systems, resolving 95% of issues on first contact.

• Managed 200+ customer accounts monthly via CRM and ticketing systems, resolving 95% of issues on first contact and contributing to a 15% increase in customer retention.
• Provided accurate product information and guided customers through onboarding and product walkthroughs, increasing product adoption by 30%.
• Escalated and tracked complex issues with detailed documentation, ensuring 20% faster resolution times and full case closure integrity.
• Consistently followed company scripts, communication guidelines, and support policies, maintaining high service quality standards across all customer touchpoints.

Customer Care Representative at BrightPath Wellness Solutions (2021-08 – 2022-04)

Handled high-volume client communications across phone, email, and chat, achieving a 90% first-contact resolution rate.

• Handled high-volume client communications across phone, email, and chat, achieving a 90% first-contact resolution rate and a 15% increase in customer retention.
• Administered CRM tools to log, track, and update 100+ customer cases monthly with 100% documentation accuracy and full follow-up until case closure.
• Built strong client relationships through proactive, empathetic communication, contributing to a 10% increase in customer loyalty scores.
• Met individual and team performance targets consistently, including satisfaction scores, call handling times, and escalation reduction benchmarks.

Customer Care Representative at CareBridge Support Services (2020-06 – 2021-05)

Handled 150+ customer inquiries daily while achieving a 98% customer satisfaction rate and reducing complaint escalations by 25%.

• Handled 150+ customer inquiries daily while achieving a 98% customer satisfaction rate and reducing complaint escalations by 25%.
• Resolved billing, subscription, and service issues using CRM/ticketing systems with 100% case closure within service timelines across global time zones.
• Provided accurate information to customers, followed communication scripts, and adhered to company policies to ensure consistent, high-quality service delivery.

B.Sc. in Economics – Tai Solarin University of Education (2024-12)

NCE in English Language & Education – Lagos State University of Education (2019-12)