Summary
Overview
Work History
Education
Skills
Timeline
Generic

Juliet Unyove

Grayson

Summary

Dynamic Customer Support Specialist with a proven track record at Ellit Groups, excelling in problem-solving and conflict resolution. Enhanced customer satisfaction through process improvements and effective CRM strategies, leading to increased client retention. Recognized for mentoring staff and developing training materials that boosted team efficiency and service quality.

Overview

6
6
years of professional experience

Work History

Customer Support Specialist

Ellit Groups
01.2025 - Current
  • Resolved customer inquiries through various communication channels, ensuring high satisfaction levels.
  • Implemented process improvements to streamline support workflows and enhance response times.
  • Mentored junior staff on best practices for handling complex customer issues.
  • Analyzed customer feedback to identify trends and recommend actionable solutions.
  • Led initiatives to enhance self-service resources, reducing incoming support requests.
  • Collaborated with cross-functional teams to address recurring product issues effectively.
  • Developed training materials that improved team efficiency and knowledge retention.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Monitored support metrics, driving strategies to improve overall service quality and performance.

Customer Service Officer

Sharon Health Services
02.2022 - 12.2024
  • Resolved customer inquiries and concerns through effective communication and problem-solving techniques.
  • Streamlined service processes to enhance customer satisfaction and operational efficiency.
  • Trained new staff on company policies, procedures, and customer service best practices.
  • Collaborated with cross-functional teams to address complex client issues promptly.
  • Led workshops focused on enhancing team skills in conflict resolution and effective communication.
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Customer Success Specialist

TeleTech Holdings
08.2019 - 01.2022
  • Assisted customers in resolving issues and inquiries through effective communication.
  • Collaborated with team members to enhance customer satisfaction processes and protocols.
  • Managed customer feedback, ensuring timely responses and follow-ups to improve service quality.
  • Supported onboarding of new clients by providing essential product information and guidance.
  • Participated in training sessions to develop skills in conflict resolution and customer engagement strategies.
  • Documented customer interactions in CRM systems for accurate tracking and reporting purposes.
  • Configured and modified product systems to meet customer-specific needs.
  • Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
  • Organized product demonstrations and trial installations of equipment to promote products.
  • Wrote and updated sales and service contracts for [Type] sales.
  • Developed and implemented product marketing plans to reach target customers.
  • Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
  • Delivered technical presentations matching audience level of expertise to explain products and services to customers.

Education

Bachelor of Arts - Business Education

University of Abuja
Abuja, Nigeria
10-2005

Skills

  • Problem-solving
  • Complaint handling
  • Customer relationship management (CRM)
  • CRM software
  • Data entry
  • Help desk support
  • Call center experience
  • Conflict resolution

Timeline

Customer Support Specialist

Ellit Groups
01.2025 - Current

Customer Service Officer

Sharon Health Services
02.2022 - 12.2024

Customer Success Specialist

TeleTech Holdings
08.2019 - 01.2022

Bachelor of Arts - Business Education

University of Abuja

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