Iruka Joseph
@irukajoseph
Remote Customer Support & QA | Genesys Cloud | Teams + Zoom | 60/20 Mbps | EST Days + Nights + Weekends
NigeriaWhat I'm looking for
Customer Support & QA Specialist with 5+ years in fintech/BPO remote support. Daily user of Genesys Cloud, Microsoft Teams and Zoom for voice, chat, screen-share troubleshooting and onboarding. Resolved 40+ inquiries/day at Bestfin Nigeria, coached 12+ agents as QA (+18% QA pass rate). Remote-ready from Lagos: 60 Mbps down / 20 Mbps up fiber ODU, backup power, 27ms latency for stable VoIP/WebRTC calls. Open to EST Days (9am-5pm), Nights (10pm-6am EST) and Weekends - WAT timezone advantage for US night coverage.
Experience
Work history, roles, and key accomplishments
Customer Care Representative
Bestfin Nigeria Limited
Jan 2023 - Present (3 years 8 months)
Delivered remote support via Genesys Cloud voice/chat, resolving 40+ inquiries daily and reducing repeat complaints by 22%. Collaborated on Teams screen-share troubleshooting and Zoom client onboarding.
Quality Assurance Specialist
Bestfin Nigeria Limited
Jan 2022 - Jan 2023 (1 year)
Audited live and recorded calls against QA scorecards, producing weekly variance reports. Coached 12+ agents remotely via Teams/Zoom, improving QA pass rate by 18%.
Customer Care Representative
Outcess Solutions Ltd
Jan 2020 - Jan 2022 (2 years)
Managed high-volume inbound/outbound queues with high CSAT. Handled full dispute lifecycle and cross-department escalation via Teams and CRM.
Tele-Sales Representative
Blue-Ridge Microfinance Bank
Jan 2019 - Jan 2020 (1 year)
Generated qualified leads via outbound campaigns, delivered Zoom demos, and consistently met quotas.
Education
Degrees, certifications, and relevant coursework
Imo State Polytechnic
HND, Public Administration
2011 - 2016
Completed a Higher National Diploma in Public Administration from Imo State Polytechnic, Umuagwo, from 2011 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
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