Open to opportunities

samuel joseph

@samueljoseph

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Customer Service & Complaint Relations Manager improving loyalty through resolutions.

Nigeria

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What I'm looking for

I want to lead customer operations—on-site or remote—where I can reduce resolution times, protect brand voice, and turn customer feedback into measurable retention gains. I thrive on clear KPIs, cross-functional collaboration, and continuous service recovery improvement.

I’m a results-driven Customer Service & Complaint Relations Manager with 5+ years across food & hospitality, real estate, restaurants, e-commerce, fintech, and remote service. I turn complex complaints into lasting resolutions, using structured feedback systems to strengthen brand loyalty and retention. Recognized with multiple internal Excellence Awards for exceptional customer experience and complaint resolution performance.

At Food Concepts Plc (Chicken Republic), I managed the full complaint lifecycle across multiple branches, resolving 200+ complaints monthly across dine-in, delivery, and digital channels. I built centralized complaint tracking to expose systemic service failures, trained 30+ frontline staff in empathy-driven resolution, and introduced post-complaint follow-up protocols that converted unhappy patrons into repeat visitors and brand advocates. I also shared weekly customer sentiment digests that connected frontline insights to boardroom strategy.

In remote customer experience roles, I’ve managed end-to-end operations for multiple clients while maintaining consistent service quality across industries. I handled online reputation and review responses on Google and Zomato, built onboarding journeys for smoother property acquisition, and deployed feedback collection templates via email and WhatsApp to capture actionable customer voice data. In my current remote customer relations work, I implemented complaint triage and proactive outreach that reduced resolution time by 42%, lowered early churn by 28%, and delivered a 94% satisfaction rate on high-priority escalations—while ensuring brand voice consistency through response scripts and tone guides.

Experience

Work history, roles, and key accomplishments

Current

Customer Relations Manager

Current

BrandBridge Solutions

Jan 2024 - Present (2 years 5 months)

Led remote customer service operations for 300+ active clients across e-commerce, fintech, and retail, personally resolving 150+ high-priority escalations monthly. Implemented a complaint-triage framework and proactive onboarding outreach to reduce resolution time by 42% and early churn by 28%.

Customer Service Operations Escalation Management Customer Onboarding Client Reporting

Current

Remote Customer Experience Consultant

Current

Real Estate & Restaurant Sector Clients

Jan 2022 - Present (4 years 5 months)

Provided end-to-end remote customer experience support for real estate and restaurant clients, handling complaints, inquiries, and post-sale satisfaction to improve retention. Managed online reputation across Google/Zomato/social platforms and delivered analytics-driven action plans to improve response times and service delivery.

Remote Customer Support Online Reputation Management Complaint Resolution Customer Retention Review Response Strategy

Customer Service Complaint Manager

Food Concepts Plc

Jan 2021 - Jan 2026 (5 years)

Managed full lifecycle customer complaints for Chicken Republic across dine-in, delivery, and digital channels, resolving 200+ complaints monthly. Built a centralized complaint-tracking system, trained 30+ frontline staff, and improved loyalty and satisfaction through structured service recovery and feedback reporting.

Complaint Management Customer Satisfaction CRM Systems Customer Training Service Recovery Customer Journey Mapping Sentiment Reporting Cross Functional Communication

Online Reputation & Experience Associate

NovaMark Agency

Jun 2023 - Dec 2023 (6 months)

Monitored and responded to customer reviews on Google, Trustpilot, Yelp, and social platforms, maintaining brand reputation scores above 4.5/5. Produced weekly sentiment and support-ticket reports, helped re-engage lapsed customers (19% re-activation), and reduced repetitive tickets by 35% via improved onboarding documentation and FAQs.

Online Reputation Management Reporting & Analytics FAQs Cross Functional Collaboration

Customer Service Representative

SwiftServe Nigeria

Jan 2023 - May 2023 (4 months)

Handled 80+ daily customer interactions across email, live chat, and phone while maintaining a personal CSAT of 96%. Identified recurring pain points, trained 5 new agents on complaint handling, and contributed to policy changes that reduced complaints by 22%.

Customer Service CSAT Complaint Handling Root Cause Analysis Internal CRM Use

Education

Degrees, certifications, and relevant coursework

University of Nigeria

Bachelor of Science, Estate Management

2020 - 2024

Earned a Bachelor of Science in Estate Management at the University of Nigeria (2020–2024), with coursework in property management, real estate finance, land economics, facility management, and valuation.