Jane Nliam

JANE NLIAM Port Harcourt, Rivers State, Nigeria Professional Summary Customer Service and IT Support professional with 11+ years of experience in client relations, operations management, and business development. Skilled in CRM platforms (HubSpot, Zendesk, Intercom) and project management tools (Monday.com, Trello, ClickUp). Adept at resolving customer issues, improving service delivery, and driving operational efficiency. Recognized for strong communication, problem-solving, and leadership skills that enhance customer satisfaction and team performance. Core Competencies - Customer Relationship Management (CRM): HubSpot, Zendesk, Intercom - IT Support & Service Desk Operations - Project & Task Management: Monday.com, Trello, ClickUp - Client Escalation & Resolution - Sales Support & Lead Generation - Documentation & Reporting - Team Leadership & Training - Communication & Conflict Management Professional Experience TIG Logistics (Subsidiary of LG) – Port Harcourt Branch Manager | Sept 2023 – Aug 2025 - Lead branch operations, managing a team of X employees to ensure service excellence. - Oversaw vendor relations and product availability, aligning pricing with forex changes. - Improved customer query resolution time by streamlining escalation processes. - Drove marketing initiatives that expanded client base and increased sales revenue. Assotel Connect (Seconded to MTN Nigeria) Customer Care Representative | Mar 2021 – Sept 2023 - Handled SIM registration, swaps, and customer profiling, ensuring compliance with NIN regulations. - Resolved customer complaints and escalations, achieving a 90% resolution rate within SLA. - Educated customers on MTN products, cross-selling and upselling services to boost revenue. - Managed cash transactions via CLM application and maintained accurate documentation. - Utilized queue management and feedback systems to improve customer experience. Ecole Cherrywood School – Port Harcourt Teacher (Social Studies)* | Sept 2018 – Mar 2020 - Designed lesson plans and supervised assessments for 100+ students. - Developed exam materials and continuous assessment tests. Multichoice Nigeria Customer Service Officer | Oct 2014 – Jun 2018 - Served as first point of contact for customers, handling inquiries and complaints. - Maintained detailed records of customer interactions and provided feedback to improve processes. - Consistently achieved high customer satisfaction ratings. NYSC – Community Secondary School Okporo Teacher (Business Studies) | Nov 2013 – Oct 2014 Santander Bank (Internship) – London Customer Service| Jul 2013 - Conducted market research and supported customer acquisition initiatives. Education Queen Mary University of London (QMUL) B.Sc. Business & Management | 2010 – 2013 International Foundation Program | 2009 – 2010 Volunteer Experience - Customer Service, Matalan Leytonstone (2011 – 2013) - Steward, London Marathon (2011) - Church Warden & Lector (2006 – 2007) Additional Information - Languages: English (fluent) - Training: IT Support & CRM Tools (HubSpot, Zendesk, Intercom), Project Management Tools (Monday.com, Trello, ClickUp) - References: Available upon request