Idris Kasali
Customer Support & Data Operations Specialist
Abuja, FCT
Summary
Customer Support Specialist and Team Lead with 3+ years of experience handling high-volume tickets, live chat, and customer operations. Proven ability to resolve issues quickly, improve team performance, and maintain accurate CRM records. Skilled in remote collaboration, data management, and delivering high customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
1
1
Language
Work History
Customer Support Specialist
ModSquad
08.2025 - Current
- Resolve 10+ tickets each hour across email, chat, and social media channels.
- Troubleshoot customer issues and provide timely resolutions
- Moderate user content and enforce community guidelines
- Maintain accurate case records using Zendesk and Salesforce
Team Lead - Customer Suppoert Operations
Outsource Global Technologied Ltd
01.2025 - 03.2026
- Led 23+ agents, improving productivity and workflow efficiency
- Conducted QA on 20+ weekly cases, reducing errors
- Managed escalations and ensured timely issue resolution
- Delivered weekly client reports and performance reviews
Subject Matter Expert
Outsource Global Technologies Ltd
08.2024 - 12.2024
- Supported agents on complex cases and escalations
- Trained new hires with 100% compliance success rate
- Improved internal processes with leadership collaboration
Medical Record Advocate Agent
Outsource Global Technologies Ltd
02.2023 - 12.2024
- Managed 400+ cases with accurate documentation
- Completed 100+ daily calls for records retrieval and follow-ups
- Maintained CRM data and resolved issues within 24 hours
Remote Sales Representative
Sales Representative
Phoenix Lead Co
01.2023 - 07.2024
- Engaged with potential customers via inbound and outbound calls to convert leads into sales
- Updated and organized customer and order records to ensure accuracy and accessibility
Education
Bachelor of Arts - Linguistics
University of Ilorin
Ilorin, Kwara State, Nigeria11-2022
Skills
- Customer relationship management (CRM)
- CRM software
- Complaint handling
Technical troubleshooting
Problem-solving
Technical Profile
- Customer Support (Email, Chat, Phone)
- Ticketing Systems
- Data Entry & CRM Management
- Team Leadership
- Escalation Handling
- QA & Performance Tracking
- Google Workspace
- Microsoft Excel
- Tools: Zendesk, Salesforce, Vicidial, Convoso, Zoho, Asana, Slack, Teams, Zoom Workplace
Certification
HIPAA Certified
Timeline
Customer Support Specialist
ModSquad
08.2025 - Current
Team Lead - Customer Suppoert Operations
Outsource Global Technologied Ltd
01.2025 - 03.2026
Subject Matter Expert
Outsource Global Technologies Ltd
08.2024 - 12.2024
Medical Record Advocate Agent
Outsource Global Technologies Ltd
02.2023 - 12.2024
Sales Representative
Phoenix Lead Co
01.2023 - 07.2024
Bachelor of Arts - Linguistics
University of Ilorin