Diana Ene John

Resourceful Support & Helpdesk Team Lead with 5 years of progressive experience driving customer satisfaction and operational efficiency in fast-paced environments. Proven track record of leading teams to exceed KPIs, streamline support processes, and improve customer retention by up to 20%. Adept at cross-functional collaboration, escalation management, and leveraging CRM platforms such as HubSpot and Salesforce to optimize customer journey outcomes.

Passionate about coaching teams and implementing data-driven strategies to elevate service quality and loyalty.

Support & Helpdesk Team Lead at Gerocare Solutions (2023-01 – Present)

Lead daily customer support operations across multiple channels (calls, WhatsApp, email) to ensure 95% service response consistency and seamless client satisfaction.

• Train and mentor new team members on empathy, CRM navigation, and customer handling, resulting in faster resolution rate and improved retention.
• Moderate client webinars and virtual meetings, managing expectations and strengthening relationships with clients, sponsors, and stakeholders.
• Collaborate with medical, technical, and sales departments to improve service workflows, reducing client complaints by 35%.
• Implement automated follow-up processes using HubSpot, Asana, and Salesforce, improving tracking accuracy and engagement outcomes.
• Provide actionable insights to management from recurring customer data, leading to more efficient service strategies and improved decision-making.
• Support leadership initiatives focused on customer satisfaction, retention, and alignment with GeroCare's mission of delivering quality healthcare to the elderly.
• Improved overall client retention rate by 30% through structured follow-up and feedback systems.
• Reduced complaint turnaround time by 40% through cross-functional collaboration and workflow optimization.
• Supported leadership in developing KPI tracking systems that improved team visibility and accountability.

Customer Support Specialist at Dejxpress Logistics (2021-01 – 2023-12)

Handled large-scale call center operations, achieving 80% customer satisfaction rate through empathy-driven problem solving.

• Streamlined order processing and logistics coordination to ensure timely and accurate deliveries.
• Collaborated with internal teams to identify recurring pain points and implement improvements, enhancing operational efficiency by 25%.
• Delivered bilingual support (English & Hausa), strengthening customer trust across Northern Nigeria.
• Monitored performance metrics to improve accountability and staff motivation within the support team.

Professional Certification in Customer Service Management – Nigeria Institute of Management (2025-01 – 2025-12)

Bachelor of Business Administration (BBA) in Business Administration – Ahmadu Bello University Distance Learning Center (ABUDLC) (2024-01)