Open to opportunities

Janada Yohanna

@janadayohanna

I’m a customer support specialist who drives retention through multi-channel ticketing, content moderation, and empathetic problem-solving.

Nigeria

Message

What I'm looking for

I’m looking for a remote, fast-paced team where I can deliver multi-channel customer support, resolve tickets quickly, enforce community guidelines, and improve retention and revenue through proactive problem-solving.

I’m a dynamic, results-driven Customer Support Specialist with 4+ years of experience in e-commerce and real estate ISA, appointment setting, and high-volume client engagement. I’m adept in ticket handling, content moderation, and maintaining safe, community-friendly digital spaces. I also bring strong lead conversion through cold calling and relationship management to deliver exceptional customer experiences while driving retention, revenue growth, and operational efficiency.

In my current MODSQUAD remote role (2025–present), I provide multi-channel support across ticketing systems, chat, email, and phone while enforcing community guidelines to keep environments safe and inclusive. I deliver gaming support by troubleshooting account issues, gameplay questions, bug reports, and technical problems across multiple platforms—consistently resolving 90%+ of customer tickets and cases daily with high satisfaction scores. I collaborate with global teams using Slack and Zoom to handle escalations smoothly, and I’ve consistently exceeded outbound/inbound targets as an ISA / appointment setter.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

ModSquad

Jan 2025 - Present (1 year 5 months)

Provided multi-channel customer support via ticketing, chat, email, and phone while resolving 90%+ of daily tickets with high satisfaction. Enforced community guidelines for content moderation and supported gaming customers with account issues, troubleshooting, and bug reports.

Customer Support Content Moderation Community Guidelines Enforcement Gaming Support Technical Troubleshooting Slack Zoom Zendesk

Appointment Setter

Clubwealth Real Estate Coaching

Jan 2024 - Jan 2025 (1 year)

Generated and qualified leads using Prospect Boss and VICIdial, handling 800–1,700 outbound and inbound calls daily. Scheduled appointments that supported increased agent closings and emailed complimentary real estate event tickets to agents, brokers, and investors.

Lead Generation Cold Calling Appointment Setting Lead Qualification VICIdial Outbound Calling

Insurance Pre-Qualifier

Specialty Life Insurance

Jan 2022 - Jan 2024 (2 years)

Qualified insurance leads by assessing eligibility and confirming personal security information before transferring to licensed agents. Managed objections professionally, built rapport quickly, and met/exceeded call and conversion targets.

Phone Based Customer Service Eligibility Assessment Objection Handling Objection

Recruitment & Admin Officer

Specialty Life Insurance

Jan 2021 - Jan 2022 (1 year)

Sourced, screened, and shortlisted candidates for customer service and virtual assistant roles, coordinating interview scheduling and onboarding. Maintained recruitment records and supported day-to-day operations with calendar management, email correspondence, and data entry.

Recruitment Sourcing Candidate Screening Interview Scheduling Onboarding coordination Calendar Management Administrative Support Data Entry