Joel Abraham
Customer Service Team Leader
About
Joel Abraham is a customer service professional with extensive experience in payment support, billing, and complaint resolution. He possesses over 3 years and 8 months of experience across international and remote processes, demonstrating a strong ability to manage complex customer inquiries. Joel has a proven track record of improving customer satisfaction scores and streamlining payment handling workflows. He is seeking roles where he can leverage his leadership and customer-centric skills to drive exceptional service outcomes.
Experience
Customer Service Team Leader
Dec 2025 – Sep 2026 · 9 mosAltawkel Documents Clearing Services LLC · Dubai, UAE
- Handled enquiries on fines, legal cases, visa cancellations, and government service requests via multiple channels.
- Led a team of 12, improving CSAT by 15% to 95% through coaching and QA scorecards.
- Maintained 96% SLA on 60-70 daily requests, resolving routine cases within 6 hours.
Customer Advisor (Payment Support)
Jan 2024 – Nov 2025 · 1 yr 10 mosTech Mahindra, Pune, India (remote) · Pune, India (remote)
- Set up 20-30 payment schedules daily for customers facing hardship, ensuring service continuity.
- Achieved 95% CSAT and over 90% first-contact resolution across 50-70 daily contacts.
- Corrected 50+ billing errors weekly and processed 25+ purchase requests monthly.
Customer Service Executive
Jan 2021 – Feb 2022 · 1 yr 1 moConcentrix, Pune, India (remote) · Pune, India (remote)
- Handled 30-40 electronics return and refund requests daily for Amazon US process.
- Resolved login, password, email, app, and promo code issues efficiently.
- Maintained 95% quality score across 70+ daily interactions, escalating policy matters.
Event Coordinator & Fitness Programs
Feb 2022 – Dec 2023 · 1 yr 10 mosFreelance, Nagpur, India · Nagpur, India
- Organized football and cricket tournaments, securing ₹8,00,000 in sponsorship.
- Managed 10-team events from planning to execution.
- Sold and renewed fitness packages, managing bookings for 50+ participants.
Skills
CRM & Ticketing Systems
Customer Service Operations
Team Leadership & Management
General Business & Technical Skills
Languages
Education & Certifications
Bachelor of Business Administration (BBA) in Sports Management
ISST, Pune · 2024
Higher Secondary Education in Commerce with Information Technology
Hislop College, Nagpur · 2020
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