Juliet Ifeoma Ojukwu
Customer Service Support
Port Harcourt, Rivers State
Summary
Results-driven Customer Support Professional with over 5 years of experience in fast-paced environments. Proven track record of handling customer inquiries, resolving issues, and ensuring satisfaction through personalized service delivery. Skilled in building strong relationships, adapting to evolving customer needs, and increasing customer loyalty and retention. Proficient in effective communication, problem-solving, virtual assistance, CRM tools, Microsoft Office Suite, and administrative support functions. Committed to delivering excellence in customer service and positively contributing to team dynamics.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
Work History
Customer Support Lead
Wonderxhub Limited
Port Harcourt, RI
12.2024 - 03.2025
- Resolved 120+ hardware and software issues across departments, resulting in a 20% reduction in IT helpdesk tickets from CRM platform (Intercom).
- Co-led the development and rollout of a new Service Level Agreement (SLA), enhancing response compliance by 25% and improving data accuracy across all client interactions.
- Increased customer satisfaction scores by 18% by building strong rapport and personalizing support based on client preferences and behavioral trends.
- Deployed a customer contact management system that reduced data errors by 20% and cut average response time from 6 hours to under 2.5 hours.
- Oversaw a team of 5+ remote contractors, streamlining outsourcing processes that boosted on-time order fulfillment by 30% and improved customer retention.
- Reduced escalated complaints by 10% through cross-functional collaboration with support, product, and operations teams to resolve high-impact service issues.
Customer Relationship Officer
ASHA Microfinance Bank
01.2021 - 03.2024
- Processed and assessed over 500+ loan applications annually, evaluating creditworthiness and ensuring documentation accuracy within approved lending limits.
- Conducted over 300 client interviews using CRM tools to determine financial eligibility, improving loan approval efficiency by 20%.
- Successfully negotiated repayment plans and expedited collections, contributing to a 15% reduction in outstanding receivables.
- Delivered personalized support to 1,200+ customers over a 3-year period, resulting in a 25% increase in positive customer feedback and retention.
Administrative Assistant
EmmaGlo And Family, Inc.
01.2019 - 01.2021
- Utilized productivity software (Microsoft Office Suite and Google Workspace) to draft, edit, and revise 100+ business documents, ensuring accuracy and consistency across all communications.
- Scheduled and managed over 250 appointments and meetings annually for the CEO and senior executives, improving time management and operational efficiency.
- Handled internal communications and distributed 500+ pieces of correspondence, including memos, emails, invoices, and reports, maintaining smooth office workflow.
Education
On-Demand IT Skills -
Digital Witch Support Community
Nigeria 01.2024 - 06.2024
Master of Science - Food Microbiology
University of Port Harcourt
Rivers State 05.2013 - 11.2018
Skills
- CRM software (HubSpot, Freshdesk, Intercom)
- Microsoft Office Suite
- Google Workspace
- Data Entry
- Appointment Scheduling
- Calendar Management
- Email Support
- Chat Support
- Virtual Assistance
- Customer Service
- Complaint Resolution
- Effective Communication
- Time Management
- Patience
- Attention to detail
- Commitment to learning
Certification
Professional Certificate in Technical Support Skills from Coursera
Core Competencies
Solid knowledge of CRM software (HubSpot, Freshdesk, Intercom, etc.), Microsoft Office Suite / Google Workspace, Data Entry / Appointment Scheduling, Calendar Management, Call Documentation / Troubleshooting, Email/Chat Support, Proficiency in Product Management tools (Asana, Trello, Zapier, etc.), Virtual Assistance, Customer Service, Complaint Resolution, Effective Communication, Administrative Support, Time Management, Problem-solving aptitude, Patience, Attention to detail, A positive approach to problem-solving, Up-to-date knowledge of the latest trends in technology and commitment to learning
Timeline
Customer Support Lead
Wonderxhub Limited
12.2024 - 03.2025
On-Demand IT Skills -
Digital Witch Support Community
01.2024 - 06.2024
Customer Relationship Officer
ASHA Microfinance Bank
01.2021 - 03.2024
Administrative Assistant
EmmaGlo And Family, Inc.
01.2019 - 01.2021
Master of Science - Food Microbiology
University of Port Harcourt
05.2013 - 11.2018
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