Mathew

MATHEW BABDANG JOSEPH
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Manchester, United Kingdom

PROFILE

Customer Support Specialist
Adaptable and detail-oriented Customer Support Specialist with over 2 years of experience in
remote call center roles across legal, real estate, and finance industries. Proficient in handling
high-pressure client communications, conducting surveys, and maintaining organized data
entry workflows. Excellent command of English with a neutral-to-American accent. Proven
ability to build rapport, resolve concerns, and deliver smooth customer experiences.

KEY SKILLS
Fluent English communication (C1/C2)
Excellent call handling & customer service
CRM platforms: Salesforce (basic), Zendesk, Monday.com
Data entry proficiency
High attention to detail
Fast learner, adaptive in dynamic environments
Friendly and empathetic tone
Remote support tools (Zoom, Anydesk, Slack, VoIP, CRM platforms)

WORK EXPERIENCE
Call Center Operator – ADV Swiss (Remote)
Legal service| June 2024 – March 2025
Resolved 30+ daily client concerns via phone/email, including sensitive fraud cases, with a
95% satisfaction rate.
Conducted client satisfaction surveys related to past broker experiences.
Communicated empathetically with clients affected by fraud, maintaining a calm and
professional tone.
Collected, analyzed, and documented sensitive client information to support legal
investigations.
Ensured high-quality data input into internal systems with zero tolerance for errors.
Collaborated with the bankruptcy committee to provide accurate case details.

Customer Service Agent – Turnkey Dubai (Remote)
Interior Design |January 2024 – May 2024
Managed incoming calls and email inquiries from clients across the US and Middle East.
Scheduled consultations and follow-ups between clients and project managers.
Provided timely updates to clients regarding project progress and timelines.
Recorded and updated customer information in databases with accuracy.
Delivered clear information about services, pricing, and timelines.
Participated in virtual team meetings to enhance service delivery.
Sales Representative – Black Swan Group (Remote)
Forex & Investment | June 2023 – December 2023
Handled inbound and outbound client calls, providing information and clarifying services.
Built strong rapport with clients through effective listening and small talk.
Educated potential clients on financial products in a simplified, professional manner.
Tracked communication logs, call outcomes, and feedback using CRM tools.
Worked closely with team members to meet weekly targets and service benchmarks.
Resolved objections or concerns in real-time, ensuring client confidence.

EDUCATION
Federal University Birnin Kebbi
BSc Computer Science | CGPA: 4.04/5 | 2023

CERTIFICATIONS AND TRAININGS
OSHAcademy – Customer Service and Relationship Management (CSRM)
OSHAcademy – Fundamentals of Project Management (PMP aligned)
Asana Academy – Workflow Specialist