Open to opportunities

Israel Graciousjoy

@israelgraciousjoy

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Customer care professional with 3+ years supporting logistics, retail, and CRM-driven customer service.

Nigeria

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What I'm looking for

I’m looking to join a results-driven customer service team where I can resolve inquiries end-to-end using CRM and ticketing tools, coordinate with logistics, improve service workflows, and build strong client relationships through empathy and clear communication.

I’m a customer-focused professional with over 3 years of remote and hybrid experience delivering high-quality support across logistics, retail, and administrative settings. I handle inquiries with speed and care, using ticketing platforms and CRM tools to keep resolutions accurate and consistent.

In my customer service roles, I manage email, chat, and phone support while resolving complaints and handling escalations. I’ve maintained detailed service records for auditing and reporting, collaborated with logistics teams to ensure timely deliveries, and improved service outcomes—resolving 95% of tickets on first contact and reducing customer complaints by 30% through workflow improvements.

I also support order processing and service recovery, including post-sale follow-ups that strengthen client relationships and retention. Through online sales and support, I’ve increased upsell rates by 20% and maintained 90% monthly customer satisfaction by offering personalized recommendations and clear communication.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

The Hives Factory

Jan 2023 - Present (3 years 6 months)

Handled incoming customer inquiries via email and phone, resolving 95% of tickets on first contact. Managed order updates, complaints, and return requests in CRM and coordinated with logistics for timely deliveries.

Customer Support Email Support Phone Support Ticketing Platforms CRM Software Zoho Salesforce Order Processing Logistics Support Complaint Resolution Service Recovery Knowledge Base Management Microsoft Excel Microsoft Word Microsoft PowerPoint Customer Relationship Management

Customer Support Assistant

Bukie Logistics Ltd

Jan 2022 - Present (4 years 6 months)

Provided daily support for package tracking, delivery updates, and client issues, logging cases and updating CRM entries. Resolved delivery delays through proactive communication and helped reduce customer complaints by 30%.

Customer Support CRM Entries CRM Software Complaint Resolution Service Recovery Order Processing Logistics Support Email Support Live Chat Phone Support Active Listening Conflict Resolution Time Management

Online Sales & Customer Support

Rashyhair Collection

Jan 2020 - Present (6 years 6 months)

Assisted customers remotely via WhatsApp, Instagram, and email with order and product questions. Processed transactions, tracked deliveries, handled exchange requests, and increased upsell rates by 20%.