Available for Opportunities Worldwide

Joy Pere-Ere
Saria

Customer Service Professional with 6+ years of proven experience turning complex problems into seamless experiences — for local and international clients, across every channel and environment.

Get In Touch View Experience
Lagos, Nigeria joypsaria@gmail.com +234 7061941639
6+
Years Experience
95%
First-Contact Resolution
↓30%
Faster Response Times
↓20%
Complaint Reduction
↑10%
Customer Retention
01 — Competencies

What I bring to the table

Customer Support

Multi-channel support across phone, email, live chat and ticketing with an unwavering focus on first-contact resolution.

PhoneEmailLive ChatTicketing

Problem-Solving

Resolves complex complaints calmly and professionally — turning frustrated customers into loyal, long-term advocates.

Complaint ResolutionEscalation MgmtTroubleshooting

Operations & Reporting

Experienced in CRM management, order processing, monthly performance reporting, and continuous process improvement.

CRM SystemsData EntryReportingProcess Improvement

Communication

Fluent written and spoken English with strong cross-cultural awareness developed across international client engagements.

English — FluentCross-CulturalActive Listening

Digital Tools

Proficient with modern workplace tools for seamless productivity across any work environment.

Google WorkspaceMS OfficeZoomSlack

Virtual Assistance

ALX Africa-certified Virtual Assistant with skills in remote administrative support, scheduling, and digital coordination.

Virtual AssistanceSchedulingRemote Admin
02 — Career

Professional experience

Oct 2019 — Present
ETX-NG
Lagos State, Nigeria
Customer Care Representative
Frontline representative for a leading customer care solutions provider, managing high-volume inbound and outbound communications while driving continuous service improvements.
  • Handled high volumes of customer inquiries via phone and email, delivering accurate, complete, and timely responses
  • Resolved escalated complaints professionally and empathetically, achieving a 20% sustained reduction in overall complaints
  • Maintained detailed CRM records of all interactions, transactions, and resolutions for quality assurance
  • Produced monthly performance reports covering call volumes, resolution rates, and satisfaction trends
  • Streamlined order-processing workflows, reducing order errors by 10% and boosting team efficiency
  • Built and maintained a comprehensive internal knowledge base, reducing call handling time by 25%
↓ 20% Complaints ↑ 15% Satisfaction ↓ 25% Call Time ↓ 10% Order Errors
Jan 2022 — Apr 2024
Fave Consulting
Remote · Part-Time
Customer Support Officer
Delivered fully remote multi-channel customer support with strong self-management, digital proficiency, and the ability to perform at a high level without direct supervision.
  • Managed concurrent customer inquiries across phone, email, and live chat simultaneously
  • Resolved 95% of customer issues on first contact, significantly reducing escalation rates
  • Guided customers through online platforms with clear troubleshooting and navigation assistance
  • Designed and launched a customer feedback system delivering a 15% service quality improvement
  • Increased customer satisfaction scores by 20% through proactive issue identification
  • Contributed to a 10% rise in customer retention through consistent relationship building
95% First-Contact ↓ 30% Response Time ↑ 20% Satisfaction ↑ 10% Retention
Mar 2018 — Mar 2019
Hotel Essentials Travel & Tours
Rivers State, Nigeria
Administrative Officer
Delivered comprehensive administrative and operational support in a fast-paced travel and hospitality environment.
  • Managed executive calendars, coordinated travel arrangements, meetings, and conference calls
  • Prepared professional documents including memos, reports, spreadsheets, and presentations
  • Managed front-of-office operations: received visitors, booked appointments, directed clients
03 — Results

Numbers that prove it

95%
First-contact resolution rate — issues resolved without escalation, consistently
↓30%
Decrease in average response times through streamlined support workflows
↓20%
Reduction in customer complaints through proactive communication
↑20%
Increase in customer satisfaction scores within the first year
↓25%
Reduction in call handling time through a comprehensive knowledge base
↑10%
Increase in customer retention through trust-based long-term engagement
04 — Qualifications

Education & Certifications

2017
Bachelor of Arts — English Studies
University of Port Harcourt, Nigeria
2025
Virtual Assistant
ALX Africa
2023
Diploma in Customer Service
Alison
2020
Professional HR & Strategic Management
Chartered Institute of HR & Strategic Management, Lagos
2019
Modern Project Management Theory & Practice
Alison
05 — Contact

Let's work together

I'm immediately available for opportunities worldwide — full-time, part-time, contract, or freelance. Whether you need a dedicated customer service specialist or a reliable virtual assistant, I'd love to hear from you.

Open to Global Opportunities
Phone
+234 7061941639
Email
joypsaria@gmail.com
Location
Lagos, Nigeria — Willing to Relocate
LinkedIn
Joy Saria