Joel Abraham
@joelabraham1
Customer Service Team Leader at Altawkel Documents Clearing Services LLC, leading a 12-person team at 96% SLA compliance.
United Arab EmiratesWhat I'm looking for
At Altawkel Documents Clearing Services LLC, I resolve customer complaints and account or documentation issues across phone and digital channels while maintaining 96% SLA compliance.
I lead and train a team of 12 customer service executives on service standards and CRM workflows. Our work drove a 15% improvement in customer satisfaction.
At Tech Mahindra, I supported customers across phone and digital channels, handling 50–70 contacts daily and achieving 95% CSAT. I processed more than 500 customer cases per month in CRM and ticketing systems.
At Concentrix, I handled more than 70 customer interactions daily and maintained a 95% quality score during peak demand. As a freelance event coordinator, I also coordinated wellness events and designed personalized programs for 50+ participants.
Experience
Work history, roles, and key accomplishments
Customer Service Team Leader
Altawkel Documents Clearing Services LLC
Dec 2025 - Present (9 months)
Resolve customer complaints and account/documentation issues across phone and digital channels, maintaining 96% SLA compliance. Lead and train a team of 12 customer service executives, driving a 15% improvement in customer satisfaction.
Supported customers across phone and digital channels, handling 50-70 contacts daily while meeting SLA targets. Achieved 95% CSAT by identifying customer needs and delivering accurate solutions.
Event Coordinator & Fitness Programs
Freelance
Feb 2022 - Dec 2023 (1 year 10 months)
Coordinated wellness events and campaigns end-to-end, managing volunteer teams and day-of logistics. Designed and monitored personalized programs for 50+ participants, tracking progress through regular check-ins.
Managed 70+ customer interactions daily by phone and digital channels, maintaining a 95% quality score. Led the team through high-volume periods and escalated complex cases appropriately.
Education
Degrees, certifications, and relevant coursework
ISST, Pune
Bachelor of Business Administration, Sports Management
Bachelor of Business Administration in Sports Management from ISST, Pune, completed in 2024.
Hislop College, Nagpur
High School Diploma, General Studies
High School Diploma from Hislop College, Nagpur, completed in 2020.
Tech stack
Software and tools used professionally
Availability
Location
United Arab EmiratesAuthorized to work in
IndiaSalary expectations
Social media
Interested in hiring Joel?
You can contact Joel and 90k+ other talented remote workers on Himalayas.
Message JoelGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
