Joash A.

Joash is a customer support and customer experience professional with 4+ years of experience across customer service, sales, quality assurance, and client relationship management, supporting North American customers. His background includes high-volume phone support, email and chat communication, issue resolution, escalations, refunds, order support, CRM documentation, and customer follow-through. As a Business Development Manager at JFR in Maryland, USA, Joash managed client relationships with property managers, asset managers, and commercial real estate stakeholders. He coordinated site assessments, proposals, vendor onboarding requirements, and follow-ups while handling client concerns and service delays. He used Apollo, LinkedIn Sales Navigator, GoHighLevel, and Google Workspace to organize contacts, communication, scheduling, and follow-up activities. Previously, as a Quality Assurance Specialist at TE in Delaware, USA, he audited customer interactions for service quality, accuracy, compliance, tone, and adherence to established processes. He reviewed CRM documentation and call data, identified recurring interaction patterns, and provided actionable feedback to support process improvement and customer experience consistency. Before that, as a Customer Support & Sales Agent at TE, Joash handled 40+ daily inbound and outbound calls with customers and prospects across the North American market. His responsibilities included resolving inquiries, documenting interactions, managing follow-ups, escalating issues, and supporting appointment setting. He also worked as an Audit Assistant at IH in Nairobi, verifying records, supporting internal audits, and contributing to documentation accuracy and process consistency. His customer support experience includes e-commerce order support, WISMO inquiries, returns, refunds, cancellations, retention, subscription support, and SOP-based case handling. His technical toolkit includes Shopify, Stripe, Commslayer, Zendesk, HubSpot, Zoho CRM, Monday.com, Trello, Notion, Calendly, and Google Workspace. Joash holds a Bachelor of Business Administration in E-commerce from Multimedia University in Nairobi, Kenya.

• •4+ years of experience across customer support, customer experience, sales, quality assurance, and client relationship management.
• •Maintained an average QA score of 96%+ across 20+ monthly customer interaction reviews.
• •Maintained an average CSAT of 4.0/5+ on a monthly basis.
• •Consistently achieved 100%+ of monthly productivity targets while maintaining service quality and accurate CRM documentation.
• •Maintained 95%+ adherence to customer support processes and quality standards, including documentation, escalation handling, and follow-up requirements.
• •Handled 40+ daily inbound and outbound calls with customers and prospects across the North American market.
• •Progressed from Customer Support & Sales Agent to Quality Assurance Specialist, expanding responsibilities from frontline customer interactions to service quality, accuracy, compliance, and CX evaluation.
• •Audited customer interactions and CRM documentation to identify service gaps and improve consistency across customer conversations and follow-ups.
• •Managed client relationships and coordinated proposals, vendor onboarding, and follow-ups at JFR.
• •Supported e-commerce customer service processes, including returns, refunds, cancellations, retention, WISMO inquiries, and order support.