Juliet Okwum

Senior Customer Support Specialist

Actively looking · Member since 9 Sep 2026

Message

Location: Lagos, Nigeria

Desired salary: Unspecified

Work preference: Remote Only / Full Time

Experience level: Senior

About

Professional summary

I am a customer-facing support professional with over four years of experience in customer success, technical support, and customer experience.

I resolve customer, billing, account, and service-related issues across live chat, phone, and digital support channels. I am comfortable managing high interaction volumes while maintaining clear, empathetic, and professional communication.

I use structured troubleshooting and problem-solving to turn difficult customer interactions into positive experiences. My work has contributed to customer satisfaction scores as high as 95%.

I collaborate effectively with Product and Engineering teams to identify recurring customer issues, share product feedback, and support service improvements. I also have experience with escalation management, refund processing, documentation, and ticket management.

I have mentored new support representatives on customer communication and ticket-management practices. I am customer-focused, detail-oriented, and committed to customer retention and continuous process improvement.

I am based in Lagos, Nigeria, and open to international remote opportunities in customer success and technical support environments.

Skills

17 capabilities

Tech stack & tools

Working toolkit

Collaboration

Notion

Trello

Experience

Career history

Senior Customer Support Specialist ABC Transport

Jan 2021 – Jul 2023

Managed more than 80 customer interactions per day through live chat and phone support, maintaining an 85% customer satisfaction rate. Resolved account, service, and customer issues through structured troubleshooting, clear communication, and empathy.

Collaborated with Engineering and Product teams to identify recurring customer issues and contribute feedback for product improvements and increased sales. Mentored new support representatives on customer communication and ticket-management practices while maintaining accurate customer documentation.

Chat Support Specialist Oras Bowl Foods

Nov 2023 – Apr 2025

Provided chat-based customer support, resolving customer questions, service concerns, technical issues, and billing requests with clear and professional communication. Maintained customer satisfaction at 95% while handling customer requests and follow-up needs.

Processed account refunds accurately and ensured customers received transparent information throughout the resolution process. Contributed improvement ideas that increased team efficiency and strengthened the overall customer experience.