Open to opportunities

Jozua Jada

@jozuajada

I am an experienced account manager and customer experience specialist with talent acquisition and quality assurance expertise.

Greece

Message

What I'm looking for

I seek a collaborative role where I can combine account management, CX and TA skills to improve customer satisfaction, drive retention, and support scalable hiring and QA practices.

I am a knowledgeable, self-driven account manager and customer experience specialist with a strong background in telecommunications sales and talent acquisition. I focus on delivering excellent customer service, building long-term client relationships, and aligning people solutions with business strategy.

In quality assurance and technical support roles, I monitor and coach CSR performance, resolve complex inbound issues across phone, chat and email, and prepare detailed documentation and reports to improve service delivery. I have led project coordination for travel and participant logistics, driven stakeholder collaboration, and supported recruitment and sourcing activities for the NL market.

I bring practical experience with Intercom, Salesforce, Microsoft Dynamics/Office, Citrix, Avaya and Power BI, and I communicate fluently in Dutch and English. I am results-oriented, adaptable, and committed to improving customer satisfaction and operational outcomes through training, root-cause analysis and continuous process improvement.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert - Quality Assurance

Current

Foundever

Jun 2025 - Present (2 months)

Monitors daily CSR performance through call reviews and coaching to improve service quality, adherence to scripts, and product knowledge across teams.

Quality Assurance Coaching Klaus Compliance Call Center Operations

Dutch Technical Support - Ops HARMAN

Foundever

Sep 2024 - Jun 2025 (9 months)

Provided Dutch-language technical support across inbound channels, troubleshooting hardware/software issues and escalating complex cases to SMEs to ensure accurate resolution and documentation.

Technical Support Troubleshooting Avaya Citrix Documentation Escalation Management Dutch

Global Customer Lifecycle Operations Specialist

Estarta

Jul 2024 - Aug 2024 (1 month)

Handled inbound lifecycle requests via phone, chat, email and web, resolved cases or routed to internal teams, and trained customers on supported applications to maintain service continuity.

Customer Lifecycle Troubleshooting Training Documentation CRM

Travel & Customer Service Coordinator

Greenphire

Mar 2024 - Jul 2024 (4 months)

Coordinated travel, accommodations and budgets for clinical trial participants, managed vendor relationships and supported hospital staff to ensure timely enrollments and visits.

Travel Coordination Budget Management Vendor Management Scheduling Clinical Trial Support

Business Banking Support Specialist

Teleperformance

Feb 2023 - Feb 2024 (1 year)

Supported business banking customers with account, billing and fraud inquiries, drove retention through upselling and resolved disputes per company policy to achieve satisfactory outcomes.

Billing Account Management Upselling Customer Retention Troubleshooting Salesforce

Talent Acquisition Specialist - NL Market

Premote B.V.

Oct 2022 - Feb 2023 (4 months)

Sourced, screened and interviewed candidates for the Dutch market, matched talent to client needs and advised stakeholders on hiring KPIs and people-related challenges.

Sourcing Screening Interviewing Stakeholder Management ATS Dutch Recruitment Strategy

Account Manager - Wholesale & International

TELESUR

Jul 2018 - Jan 2023 (4 years 6 months)

Built and maintained wholesale client relationships, negotiated contracts and forecasted key account metrics to ensure timely delivery of telecommunications solutions and revenue growth.

Account Management Contract Negotiation Forecasting Sales Relationship Management