Open to opportunities

Joy Charles

@joycharles1

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Customer Care professional resolving digital customer issues and boosting loyalty with CRM.

Nigeria

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What I'm looking for

I’m looking for a customer-facing role where I can resolve complex complaints, manage escalations, and use CRM data to improve service. I thrive in fast-paced teams focused on high customer satisfaction, quality assurance, and continuous improvement.

I’m a customer care professional with over 4 years of experience delivering exceptional support across phone, email, social media, and live chat channels. I resolve customer complaints, maintain accurate records, manage escalations, and provide clear product and service information in fast-paced environments.

At MTN Nigeria Communications Plc, I handled digital channel inquiries across WhatsApp, X, and Facebook, resolving 95% while preserving brand tone. I also managed CRM escalations with 100% follow-up compliance to technical teams, promoted digital self-service adoption (increasing platform engagement by 30%), and turned customer feedback into actionable insights to improve service design and UX.

Before that, I supported data validation and fraud prevention by ensuring 100% compliance with data standards, processing 600+ records daily with accuracy and integrity, and leveraging CLM tools to validate customer details. I also bring a people-focused coaching background from teaching and student welfare roles, where I achieved strong satisfaction and engagement by communicating, resolving conflicts, and staying organized with time management.

Experience

Work history, roles, and key accomplishments

Customer Care Rep (Digital Channels)

MTN Nigeria Communications Plc

Sep 2023 - Jun 2026 (2 years 9 months)

Resolved 95% of social-media and messaging channel inquiries (WhatsApp, X, Facebook) while preserving brand tone. Managed CRM escalations with 100% follow-up compliance, promoted digital self-service adoption, and synthesized customer feedback into actionable service/UX improvements.

Customer Service Customer Relationship Management WhatsApp X++Facebook Quality Assurance Customer Feedback Service Design User Experience (UX)

Data Validation Support

MTN Nigeria Communications Plc

Oct 2019 - Dec 2023 (4 years 2 months)

Ensured 100% compliance with data standards by reviewing and flagging inaccurate customer registration records. Supported fraud prevention by identifying suspicious SIM registration entries and processed 600+ records daily using CLM tools.

Data Validation Fraud Prevention SIM Registration Checks CLM

Class Teacher

Glorious Treasures Group of Schools

Jan 2019 - Oct 2019 (9 months)

Served as liaison between parents and school management, resolving concerns professionally and achieving 95% satisfaction. Prepared student performance reports and developed communication strategies to streamline issue resolution and knowledge sharing.

Stakeholder Management Conflict Resolution performance reporting Communication Strategy Knowledge Sharing

Assistant Presiding Officer III

Independent National Electoral Commission (INEC)

May 2018 - Jun 2018 (1 month)

Coordinated voter flow and managed crowd control to ensure smooth election processes, serving 500+ voters daily. Supported electronic voting operations and assisted voters while ensuring 100% compliance with electoral procedures.

Voter Flow Management Crowd Control Polling Station Operations Electronic Voting Support Voter Assistance Electoral Compliance

Civic Education Teacher / Dorm Manager

G.G.S.S Rogogo, Katsina State

Feb 2017 - Dec 2017 (10 months)

Oversaw student welfare and supervised learning outcomes, achieving a 20% increase in engagement through extracurricular leadership. Resolved conflicts in a multicultural, language-diverse environment and helped foster an inclusive learning atmosphere.

Student Welfare Management Student Engagement Conflict Resolution