JOY GABRIEL
Lagos,Nigeria
Summary
Customer-focused professional with 4+ years of experience in customer service, virtual assistance, and sales support, transitioning into Customer Success Management (CSM) and Technical Account Management (TAM). Experienced in managing customer relationships, handling multiple accounts, and driving onboarding, engagement, and retention. Currently supporting 50+ customer accounts while building expertise in customer lifecycle management and success strategies.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Associate
Digital Witch Support Community
01.2026 - Current
- Manage a portfolio of 50+ customer accounts, ensuring high satisfaction, engagement, and retention
- Lead customer onboarding and guide users through product adoption
- Build and maintain strong client relationships to understand business needs and deliver value
- Track customer health metrics and proactively address risks
- Collaborate with internal teams to improve customer experience and resolve issues efficiently
- Support retention strategies and contribute to reducing churn
Customer Service Representative
Moel Technology Nigeria Limited
01.2023 - 01.2025
- Handled 50+ daily customer interactions across multiple channels
- Supported onboarding and resolved customer issues promptly
- Maintained a 90% customer satisfaction rate
- Improved response time by 25%
Virtual Assistant
Precious Jewels Elderly Care Home
01.2021 - 01.2023
- Managed communication, scheduling, and administrative operations
- Improved workflow efficiency by 30%
- Ensured consistent customer communication and support
Lead Generation & Sales Specialist
Chimendi Nigeria Limited
01.2019 - 01.2020
- Generated over 100 leads monthly
- Increased conversion rates by 20%
- Maintained accurate CRM tracking and reporting
Education
B.Agric - Agricultural Economics
Delta State University
Skills
- Customer Success
- Account Management
- Customer Onboarding
- Retention & Churn Reduction
- CRM Tools
- Customer Lifecycle Management
- Stakeholder Communication
- Data Reporting
- Lead Generation
- Microsoft Office
- Google Workspace
- HubSpot (CRM)
- Zendesk
- Google Sheets
- Microsoft Excel
- Slack
- Zoom
- Google Slides
- Trello
Certification
- CSM & TAM Training, Ongoing
- Customer Service Excellence
- Virtual Assistant Training
- Sales & Lead Generation
Timeline
Customer Success Associate
Digital Witch Support Community
01.2026 - Current
Customer Service Representative
Moel Technology Nigeria Limited
01.2023 - 01.2025
Virtual Assistant
Precious Jewels Elderly Care Home
01.2021 - 01.2023
Lead Generation & Sales Specialist
Chimendi Nigeria Limited
01.2019 - 01.2020
B.Agric - Agricultural Economics
Delta State University