Abraham James

I’m a Customer Service Lead with 5+ years experience, starting as a Customer Care Representative handling inbound calls, emails, and live chats. I resolve inquiries and complaints promptly, troubleshoot issues, and process orders or returns while keeping accurate CRM records and follow-ups.

In my current role, I handle escalated customer issues and act as the final point of contact to ensure resolution. I also answer calls, emails, and WhatsApp chats from Customer Service/Data Clerk, guiding prospective students through course, visa, and accommodation information while ensuring completeness and meeting deadlines.

I’ve led teams of 10+ agents and improved outcomes—boosting satisfaction 30% and cutting response times 20%. I achieved this by implementing a new CRM, while collaborating with Sales, Product, and IT to address recurring issues and drive continuous customer experience improvements.

I’m also a Data Annotation Specialist, training Hausa language datasets to improve AI model accuracy through text, audio, video, and multimodal labeling. I perform data tagging, classification, and quality evaluation across 100+ submissions, record high-quality Hausa audio/video, and support compliance through linguistic QA and content evaluation using tools like Capcut Pro, Canva Pro, and InShot Pro.