Joy Onitsha Email & Phone Number

Abuja, Federal Capital Territory, Nigeria

• Utilized 10 months of experience as a Customer Support Representative at Outsource Global Technologies, resolving over 2,000 inquiries with an average of 80% customer satisfaction rate.
• Communicated with customers via Zendesk, achieving an average first response time of under 30 minutes and maintaining a customer-first approach that resulted in a 10% increase in customer retention.
• Addressed and resolved customer concerns with empathy and efficiency, contributing to a 30% reduction in repeat inquiries while managing an average of 50+ tickets per day.
• Prioritized tasks effectively to meet deadlines, achieving a 100% compliance rate with service level agreements (SLAs) and demonstrating flexibility by working remotely and during different shifts.
• Proficient in using Zendesk, Slack, and Notion, streamlining communication and support processes, and contributing to a 15% improvement in overall team performance.

Ibadan, Oyo State, Nigeria

- Carrying out Administrative duties in the company including Carrying out Customer care support.- Organizing and scheduling tasks in the daily activities of the Company.- Training junior Staff.- Working directly under the Chief Medical Director of the company

Benin City, Edo State, Nigeria

- Script writing for a pidgin programme which was aired every saturday.- Joined in anchoring a programme where guests were invited to the studio to speak professionally about specific topics.- Went out to cover different news stories, including vox pop.