Joshua Osabuohen

Customer Service Representative with over six years of experience delivering exceptional support through inbound and outbound calls, email, live chat, WhatsApp, and social media. Experienced in resolving customer inquiries, documenting interactions in CRM systems, escalating priority issues, and coordinating with cross-functional teams to ensure timely resolutions. Recognized for excellent written and verbal communication, problem-solving, attention to detail, and the ability to multitask effectively in fast-paced, performance-driven environments.

Customer Service Representative at Xovier Noir (2024-02 – Present)

• Managed 40–60 inbound and outbound customer interactions weekly across phone, email, WhatsApp, live chat, and social media while delivering professional, solution-focused support.
• Resolved customer inquiries relating to products, pricing, payments, orders, and deliveries, with most inquiries resolved within the same business day.
• Coordinated 20–30 customer orders weekly with production and logistics teams to ensure timely fulfillment and customer updates.
• Maintained accurate customer records and documented interactions in CRM systems to support efficient follow-up and service continuity.
• Escalated complex customer concerns to appropriate internal teams and monitored cases through to resolution.
• Managed 10–15 active customer conversations simultaneously during peak periods while maintaining quality, professionalism, and accuracy.
• Built strong customer relationships through positive communication, empathy, and proactive customer support.

Customer Support Team Lead at GLEC Foundation (USA) (2020-01 – 2024-11)

• Led a customer support team of 5–8 team members delivering assistance across multiple communication channels.
• Trained and mentored new support representatives on customer communication, CRM usage, documentation standards, and issue resolution.
• Managed escalated customer concerns and collaborated with internal stakeholders to achieve timely resolutions.
• Maintained customer records, reports, and operational documentation with a high level of accuracy.
• Supported process improvement initiatives that enhanced service efficiency and customer satisfaction.

Bachelor of Science in Cooperative Management – National Open University of Nigeria

Senior Secondary School Certificate – Sure Success College