JULIET NWALI
Customer Support Specialist-| - | Ikeja, Lagos, Nigeria
LinkedIn: https://ng.linkedin.com/in/juliet-nwali-6a-
Professional Summary
Customer Support Specialist with 5+ years of high-impact experience turning customer pain
points into loyalty, revenue, and long-term engagement. I go beyond simply answering inquiries,
I proactively own the entire customer journey, delivering calm, fast, and human support that
earns trust and drives retention. I am highly skilled in customer satisfaction, customer
relationship management, customer retention, and nurturing, consistently creating experiences
that convert first-time users into loyal brand advocates. I’m also proficient with tools like
Zendesk, Intercom, Freshdesk, and HubSpot, and I thrive in fast-paced, high-volume
environments. Whether scaling support operations or fixing broken workflows, I bring structure,
clarity, and a deep sense of care that makes support a growth engine, not just a service channel.
Key Skills & Core Competencies
Omnichannel Support: Phone, Chat, Email, WhatsApp
Customer Retention & First-Contact Resolution
CRM & Helpdesk Tools: Intercom, Zendesk, HubSpot, Freshdesk, Zoho
Collaboration Tools: Slack, Trello, Loom, Asana, Google Workspace
Conflict Resolution & Escalation Handling
Ticketing, Workflow Optimization, KPI Tracking
Service Recovery, Clear & Empathetic Communication
Professional Experience
Customer Support Specialist
TerraTag | Remote | Feb 2024 – Present
Delivered prompt, personalized support via Zendesk and Intercom across email and chat,
maintaining a 95%+ satisfaction rating.
Proactively identified recurring user issues and collaborated via Slack and Trello to improve
internal workflows.
Created Loom video guides to simplify onboarding and reduce ticket volume.
Followed up consistently on unresolved cases, improving closure rate and trust.
Helped increase customer retention by 20% through solution-focused interactions.
Customer Service Representative (Contract)
United Airlines | Lagos, Nigeria | Nov 2024 – Jan 2025
Resolved ticketing issues, travel disruptions, and escalations for international travelers with
speed and professionalism.
Delivered calm, clear communication in complex travel scenarios, meeting strict quality
standards.
Reduced repeat contacts by providing first-contact resolution and proactive follow-ups.
Escalated urgent issues via Slack, ensuring timely service delivery worldwide.
Customer Service Manager
IELTS Support Nigeria | Lagos, NG | Jan 2023 – Oct 2024
Managed high volumes of phone and email inquiries for a busy IELTS support center.
Used HubSpot CRM to oversee customer pipelines and coordinate internal task flows.
Led and upskilled the support team, increasing resolution speed and consistency.
Resolved technical and documentation issues by collaborating cross-functionally.
Boosted repeat referrals and satisfaction by offering expert support under pressure.
Customer Care Representative
MTN Nigeria | Ikeja, NG | Oct 2022 – Dec 2022 (Contract)
Provided telecom support via phone and live chat, using Freshdesk and Slack.
Resolved service and billing issues with professionalism and speed.
Upsold and cross-sold relevant products based on customer needs.
Built strong customer rapport through empathetic communication and follow-ups.
Customer Service Representative
Larry Couture | Lagos, NG | Mar 2020 – Sept 2022
Offered personalized support via phone, WhatsApp, email, and Intercom.
Tracked orders and coordinated with logistics teams using Excel.
Strengthened retention through clear, proactive communication.
Reduced complaints by analyzing interactions and updating internal resources.
Created FAQs and templates to streamline team response time.
Education & Certifications
B.Sc. in Biochemistry
Ebonyi State University | Sep 2016 — Dec 2020
Certifications:
Business Email – HP Life
Agile Project Management – HP Life
Project Management – Udemy
Speaking on the Phone – Udemy
Customer Relationship Management – Coursera
IT Support – Digital Witch
