Open to opportunities

Mary Gabriel

@marygabriel1

Message

I resolve high-volume customer issues and improve remote support workflows.

Nigeria

Message

What I'm looking for

I'm looking for a remote customer support or customer success role where I can resolve user issues, improve workflows, support onboarding, and collaborate reliably across time zones.

I've supported international users across ModSquad, Remote Care Support Services, and EdTech organizations, resolving customer issues through email, chat, phone, and remote platforms.

At ModSquad, I handled 60+ weekly inquiries, maintained 95%+ customer satisfaction, reduced escalations by about 20%, and supported onboarding for 150+ service users. I also moderated high-traffic Discord communities, enforcing guidelines and preventing spam, scams, and phishing attempts.

I've managed 80+ daily tickets, maintained accurate records across thousands of user interactions, and improved response times through organized workflows and proactive collaboration.

Experience

Work history, roles, and key accomplishments

Remote Community Support Associate

ModSquad

Mar 2025 - Jan 2026 (10 months)

Handled 60+ customer inquiries weekly across email and chat, maintaining a 95%+ satisfaction rating and reducing escalations by 20%. Supported onboarding of 150+ users and moderated Discord communities to enforce guidelines.

Customer Support Issue Resolution Email Support Chat Documentation Escalation Support User Onboarding Community Moderation Discord Salesforce Freshdesk Freshchat Zendesk GoHighLevel ClickUp Google Workspace Microsoft Office Slack

Customer Support Coordinator

Remote Care Support Services

Apr 2023 - Feb 2025 (1 year 10 months)

Managed 80+ daily support tickets across multiple platforms, achieving 98% SLA compliance and maintaining documentation accuracy for 1,000+ monthly interactions. Contributed to 25% faster response times through workflow optimization.

Customer Support Ticket Management SLA Documentation Workflow Optimization Remote Collaboration Salesforce Freshdesk Freshchat Zendesk GoHighLevel ClickUp Google Workspace Microsoft Office Slack

Admissions Advisor / Customer Success Specialist

Remote (EdTech Sector)

Oct 2020 - Sep 2022 (1 year 11 months)

Managed records for 8,000+ users, increased onboarding completion by 30% through proactive follow-ups, and maintained average response time under 24 hours. Improved engagement retention by 18% through consistent support.

Customer Success Admissions User Onboarding Record keeping Follow up Customer Support CRM Salesforce Freshdesk Freshchat Zendesk GoHighLevel ClickUp Google Workspace Microsoft Office Slack

Customer Support Coordinator

Outsource Global Technologies Limited

Mar 2019 - Feb 2020 (11 months)

Handled 50+ customer interactions daily via phone and email, maintained 97% documentation accuracy, and reduced repeat complaints by 15% through structured follow-up processes. Met monthly performance targets for 10 consecutive months.