ALLEN KAALENEBARI JOY
Customer Support Specialist
Port Harcourt, Rivers State, Nigeria-| - | LinkedIn
PROFESSIONAL SUMMARY
Efficient and solution-oriented Customer Support Specialist with over 3 years of hands-on experience
resolving client issues, building strong customer relationships, providing seamless support and delivering
exceptional service in multicultural, fast-paced environments while upholding confidentiality and ensuring
timely delivery of tasks. Bilingual in English and French, with a proven ability to manage support inquiries,
de-escalate conflicts, and ensure customer satisfaction across email, chat, and phone channels. Adept at using
CRM tools, working in remote teams, and adapting communication style to suit diverse client needs.
CORE SKILLS
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Customer Relationship Management Tools: Zendesk, Salesforce, HubSpot, Freshdesk and Intercom
Technical Skills: Microsoft Office Suite and Google Workspace
Soft Skills: Time management, Confidentiality, Adaptability, and Problem-Solving.
Bilingual Customer Support: English and French
Live Chat, Email and Phone Support
Ticket Resolution and Issue Tracking
Conflict De-escalation
Communication and Collaboration Tools: Slack, Microsoft Teams, Zoom and Calendly
Project Management Tools: Trello, Notion, Asana and Monday.com
Knowledge Base and FAQ Maintenance
Customer Retention Strategies
PROFESSIONAL EXPERIENCE
Customer Support Specialist
AIESEC - Port Harcourt, Nigeria | February 2024 – January 2025
• Oversaw daily operations and activity coordination to ensure seamless service delivery and client
satisfaction.
• Guided prospects through the AIESEC sales funnel, from initial contact to onboarding, using the
organization’s internal CRM platform.
• Provided consistent customer support, addressing inquiries, concerns, and follow-ups across email
and scheduled meetings.
• Maintained strong SLA (Service Level Agreement) compliance and ensured timely response rates
and resolution turnaround.
• Used Google Workspace tools (Gmail, Google Sheets, Google Calendar, Google Meet) to manage
communication, scheduling, and prospect tracking.
• Fostered a positive client experience by delivering clear, timely updates and personalized followthrough.
• Supported international exchange participants and volunteers with onboarding and program guidance
in both English and French.
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Maintained accurate support documentation and escalated complex issues to relevant departments.
Helped improve resolution time by 15% through consistent follow-up and proactive communication.
Customer Experience Manager
AIESEC - Port Harcourt, Nigeria | August 2022 – February 2023
• Managed the end-to-end customer journey, ensuring a smooth transition from prospecting to
onboarding.
• Utilized AIESEC's CRM system to reach out to leads, track interactions, and manage follow-ups
effectively.
• Provided timely support and communication to prospective exchange participants, answering queries
and guiding them through each stage of the process.
• Collected and analyzed feedback to improve program delivery and participant satisfaction.
• Used tools like Google Sheets, Google Docs, and Gmail to manage communications, monitor
applications, and maintain detailed customer records.
• Ensured high standards of service and professionalism in line with AIESEC’s global customer
support guidelines.
Customer Service Representative
Maison Belle Boutique | January 2022 – December 2022
• Provided personalized support and product recommendations to walk-in and returning customers.
• Handled inquiries, resolved complaints, and ensured a smooth shopping experience.
• Managed inventory updates, processed payments, handled post-sale support with professionalism
and tracked daily sales.
• Built loyal customer relationships through friendly and professional communication.
• Maintained a clean, organized, and welcoming store environment to enhance customer satisfaction.
EDUCATION
Bachelor of Arts (B.A) in Foreign Languages and Literature – First Class Honours
University of Port Harcourt, Rivers State, Nigeria | 2019 - 2024
CERTIFICATIONS
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Certified Virtual Assistant – ALX (2024)
Customer/ IT Support Skills – Digital Witch (2024)
