Summary
Overview
Work History
Education
Skills
Languages
Job Title
Personal Information
Work Availability
Software
Work Preference
Accomplishments
Timeline
JOY SALIU

JOY SALIU

Customer Support
Lagos,LA
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt

Summary

Results-driven support agent with extensive experience in SaaS, tech, and insurance sectors. Proven ability to resolve 50+ daily inquiries across email, chat, and phone while maintaining **95%+ satisfaction rates**. Skilled in **Zendesk, HubSpot, and Salesforce** for streamlined ticket management and process automation.

Key Strengths:
-Retention Focus: Boosted customer loyalty by 20% through proactive follow-ups
Efficiency: Reduced resolution times by 25% via workflow optimizations
Collaboration: Partner with cross-functional teams to improve product/service delivery

Committed to transforming support interactions into positive, solution-driven experiences. Open to remote roles where empathy and technical skills drive customer success.

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Overview

1
1
Certification
11
11
years of post-secondary education
5
5
years of professional experience

Work History

Customer Service Representative

Atlasiko Rendering Company
06.2023 - 03.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Support Specialist

Insurance Supermarket Inc
03.2021 - 06.2023
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.

Customer Success Associate

SharedEasy
03.2020 - 08.2021
  • Managed a portfolio of key accounts, ensuring consistent communication and support throughout the customer lifecycle.
  • Conducted regular reviews of account performance, identifying areas for improvement and recommending strategic action plans.
  • Served as a liaison between sales teams and clients throughout the purchasing process, ensuring clear communication channels were maintained at all times leading up to successful transactions.
  • Participated in internal meetings to provide valuable feedback from clients that informed product development decisions and improvements.

Education

Bachelor of Science - Business Education

OLABISI ONABANJO UNIVERSITY, Osun State, Nigeria
08.2012 - 12.2017

High School Diploma -

PENMAN COLLEGE, Lagos, Nigeria
09.2006 - 07.2012

Skills

Problem resolution

Critical thinking

Active listening

Call center experience

Relationship building

Computer proficiency

  • Complaint handling
  • Call center operations
  • Microsoft outlook
  • Scheduling
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Follow-up skills
  • Microsoft Office Suite
  • Customer relationship management (CRM)
  • De-escalation techniques
  • Technical support
  • Live chat support

Languages

English
Advanced (C1)
Spanish
Intermediate (B1)

Job Title

Social Worker

Personal Information

Title: SOCIAL WOKER

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Microsoft Teams

Google Workspace

Slack

Zoom

HubSot CRM

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

RemoteOn-Site

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsPaid time offTeam Building / Company Retreats

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Timeline

Customer Service Representative - Atlasiko Rendering Company
06.2023 - 03.2025
Customer Support Specialist - Insurance Supermarket Inc
03.2021 - 06.2023
Customer Success Associate - SharedEasy
03.2020 - 08.2021
OLABISI ONABANJO UNIVERSITY - Bachelor of Science, Business Education
08.2012 - 12.2017
PENMAN COLLEGE - High School Diploma,
09.2006 - 07.2012

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