Gladness Amos
@gladnessamos
Customer support agent with 4 years improving retention, response times, and social engagement.
NigeriaWhat I'm looking for
I am a customer support professional with four years' experience delivering high-quality service across phone, email, and social platforms.
At Lumos and Plascon I implemented feedback systems and social media strategies that retained 85% of customers and boosted engagement by 40%. I reduced average response time by 30%, achieved a 95% resolution rate within the first 24 hours, and supported sales growth up to 25% through product promotion.
I bring strong administrative and CRM skills, experience training 500+ corps members, and proficiency in Word, Excel, PowerPoint, HubSpot, Buffer, and Ad Manager. I seek to join a collaborative team where I can apply customer-first strategies and grow into leadership or training roles.
Experience
Work history, roles, and key accomplishments
Customer Support Agent
Lumos Nigeria
Sep 2023 - Aug 2024 (11 months)
Retained 85% of customers by implementing empathetic communication and feedback documentation, reduced churn 15% in 6 months, boosted social media engagement 40% and increased inquiries 20% while achieving a 95% first-24-hour resolution rate.
Customer Service Executive
Plascon Paints
Aug 2022 - Aug 2023 (1 year)
Provided product guidance to ~30 customers/day, improving product knowledge 90% and resolving 95% of issues while driving a 30% increase in product sales through persuasive pitching.
Administrative Officer (NYSC)
Youth Empowerment & Social Support Operations
Sep 2021 - Jul 2022 (10 months)
Managed administrative operations and training documentation for YESSO, facilitated training for 500+ Corps Members and improved feedback responsiveness by 25%.
Customer Care Executive
IMAM Communications
Jul 2020 - Jun 2021 (11 months)
Managed 50+ daily calls and emails, achieved 95% customer satisfaction, resolved 80% of inquiries at first contact and increased lead conversion 20% through proactive follow-ups.
Secretary
Izam Building & Constructions Enterprise
Oct 2013 - Jan 2014 (3 months)
Scheduled and managed executive meetings, prepared documents with precision and managed contract follow-ups that improved renewals and client satisfaction.
Education
Degrees, certifications, and relevant coursework
UJUniversity of Jos
Bachelor of Science, Sociology
Grade: Second Class Upper
Bachelor of Science in Sociology (Second Class Upper) awarded by the University of Jos in 2021.
Federal Government Girls College, Bajoga
Senior School Certificate Examination, Secondary Education
Completed Senior School Certificate Examination at Federal Government Girls College, Bajoga in 2013.
Availability
Location
NigeriaAuthorized to work in
Job categories
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