Asogwa Juliet
Customer Support Specialist
No. 4B Amangwu Road, Abakpa Nike, Enugu, 400103, Enugu, Nigeria.About
Highly empathetic and results-driven Customer Support Specialist with over 5 years of experience in fast-paced, empathy-driven environments. Proven ability to resolve complex issues, de-escalate sensitive situations, and enhance customer satisfaction across diverse platforms, including wellness and behavior-change. Adept at leveraging CRM and ticketing systems to streamline support operations and drive continuous service improvement.
Work
DeBright Business Ventures
|Customer Support Specialist
Enugu, Enugu State, Nigeria
→
Summary
Managed comprehensive customer support operations, serving as the primary contact for inquiries and resolving product and service issues to ensure high satisfaction.
Highlights
Served as the initial point of contact for customer inquiries via phone, email, and chat, resolving product and service issues promptly for a diverse user base.
Successfully de-escalated complex customer complaints using professional and empathetic communication, maintaining positive customer relations and preventing churn.
Documented over 1000 customer interactions, issues, and resolutions accurately in CRM systems (Zendesk, Freshdesk, HubSpot), improving data integrity for service analysis.
Collected and recorded customer feedback to identify key areas for service improvement, contributing to enhanced product offerings and support protocols.
Maintained high customer satisfaction scores through timely and effective support, consistently meeting or exceeding service level agreements.
Delight Computer School
|Customer Service / Data Support Specialist
Enugu, Enugu State, Nigeria
→
Summary
Provided critical customer service and data management support, ensuring high accuracy in data transfer and comprehensive reporting for operational needs.
Highlights
Assisted customers with service-related inquiries and support requests, ensuring prompt resolution and a positive customer experience.
Transferred over 500 hard copy records to digital systems with 100% accuracy, significantly enhancing data accessibility and operational efficiency.
Created and maintained complex Excel spreadsheets to organize and analyze critical data, supporting informed decision-making for administrative and operational needs.
Generated detailed reports to support operational and administrative requirements, providing clear insights into key performance metrics.
Adhered to established procedures to ensure data integrity and confidentiality for all sensitive information, mitigating risks and maintaining compliance.
Abbanet ICT Solutions
|Administrative Assistant
Enugu, Enugu State, Nigeria
→
Summary
Managed diverse administrative functions, including scheduling, correspondence, and office logistics, to enhance overall operational efficiency.
Highlights
Managed scheduling, email correspondence, and document preparation for multiple executives, improving organizational efficiency by 15%.
Coordinated and facilitated over 50 meetings, bookings, and complex office logistics, ensuring seamless operations and timely execution.
Maintained organized filing systems and office records for critical documents, improving retrieval times and data accessibility.
Assisted in planning and coordinating various company events, ensuring successful execution and positive participant feedback.
Supported daily administrative operations, contributing to a 20% improvement in overall office efficiency and workflow.
Education
University of Nigeria
→
Bachelor of Education (B.Ed.)
Biology/Education
Languages
English
Skills
Customer Experience & Support
Customer Support, Customer Service, Email Support, Chat Support, Phone Support, Issue Resolution, Troubleshooting, Customer De-escalation, Empathy, Active Listening, Clear Written Communication, Verbal Communication, Customer Feedback Documentation.
CRM & Support Tools
CRM Systems, Ticketing Systems, Zendesk, Freshdesk, HubSpot CRM, Slack, Microsoft Teams, Trello, ClickUp, Monday.com, Asana.
Productivity & Collaboration
Time Management, Remote Collaboration, Google Workspace, Microsoft Office Suite, Data Transfer, Excel Spreadsheets, Report Generation, Filing Systems, Scheduling, Email Correspondence, Document Preparation.