Janet Iheke

I am a pleasant and proactive customer service professional with over 3 years of experience in support operations, issue resolution, case documentation, and escalation handling in fast-paced environments. Strong in active listening, clear communication, empathy, and keeping customers informed and calm while resolving concerns. I have experience and training in digital communication, documentation, Google Workspace, and client relationship management through the ALX Virtual Assistant Programme.

I am available for immediate resumption and ready for on-site work in Lekki.

Customer Support and Service Operations at Hugo (2021-03 – 2026-01)

Provided customer-focused support in a fast-paced, process-driven environment by resolving issues accurately and keeping users informed throughout the resolution process.

• Provided customer-focused support in a fast-paced, process-driven environment by resolving issues accurately and keeping users informed throughout the resolution process.
• Followed SOPs and SLAs to handle concerns consistently, support timely service delivery, and escalate complex cases appropriately with clear supporting details.
• Reviewed communication quality for accuracy, tone, and alignment with user needs, helping maintain a consistent and professional support experience.
• Maintained clear records of issues, actions taken, and outcomes to support follow-up, accountability, and service improvement.
• Identified recurring pain points and shared structured feedback that helped improve workflows and reduce repeat issues.
• Supported onboarding and team coaching by giving clear feedback and promoting professionalism, quality, and consistency in service delivery.

Bachelor of Science in Forest Resources Management – University of Ibadan (2020)