Juliana Okoro
Verified Expert in Support and Operations
Support & Operations Expert
Abuja (F.c.t.), Federal Capital Territory, Nigeria
Toptal member since February 17, 2026
Juliana is an empathetic customer operations expert specializing in the cloud ecosystem. Leveraging her technical skills in computer science, she streamlines support workflows and optimizes incident response times for high-growth SaaS organizations. She is an expert in managing SLAs in Jira and Zendesk, ensuring technical escalations are resolved quickly and clearly. Juliana is committed to driving client retention via proactive infrastructure monitoring and transparent communication.
Expertise
- Asana
- CRM APIs
- Empathy
- HubSpot CRM
- Intercom
- Service Level Agreement (SLA)
- Troubleshooting & Issue Resolution
- Zendesk
Work Experience
Technical Support Specialist
Koretdeal
- Resolved over 50+ high-priority technical support tickets weekly via Zendesk, maintaining a consistent 98% customer satisfaction (CSAT) rating through clear communication and rapid issue identification.
- Diagnosed and escalated complex cloud connectivity issues involving AWS VPCs and security groups, reducing the average resolution time by 15% for enterprise-level clients.
- Authored a comprehensive internal knowledge base containing 20+ troubleshooting guides for common cloud-native application errors, which decreased tier-2 escalation rates by 20%.
Enterprise Account Management and Customer Success Support Specialist
Dow
- Escalated complex account issues to appropriate teams, ensuring 98% on-time resolution.
- Managed the portfolio of enterprise client accounts with 100% accuracy in account information.
- Served as primary liaison between enterprise clients and internal departments.
Technical Support Specialist
Dow
- Escalated complex account issues to appropriate teams, ensuring 98% on-time resolution.
- Streamlined account update processes, reducing processing time by 30%.
- Served as primary liaison between enterprise clients and internal departments.
- Maintained strong client relationships, resulting in high retention and satisfaction rates.
Customer Operation Coordinator
Digitawitch
- Optimized the customer onboarding workflow by automating verification emails, resulting in a 25% reduction in manual administrative tasks and a faster "time-to-value" for new users.
- Monitored service-level agreement (SLA) compliance across a global support team, ensuring that 99% of urgent tickets were addressed within the required 2-hour window.
- Analyzed monthly support trend data to identify recurring system bugs, providing actionable feedback to the engineering team that led to a 10% drop in recurring monthly ticket volume.
Project History
High-volume Customer Email Support Management
Handled 20+ customer emails daily with consistent quality. Maintained average response time under 2 hours. Achieved 95%+ customer satisfaction scores consistently. Reduced unresolved ticket backlog by 30% through proactive follow-up.
I managed and resolved 20+ customer emails daily at Nexom, addressing product inquiries, account issues, and general support requests. I maintained professional and empathetic communication, ensuring every customer received clear, accurate, and timely responses across all support channels.
Customer Onboarding Program
Successfully onboarded 15+ new customers monthly. Created comprehensive onboarding guides, reducing customer confusion by 40%. Reduced onboarding-related support tickets by 25%. Maintained 95%+ satisfaction scores among newly onboarded customers.
I led onboarding for 15+ new customers each month at Nexom, ensuring smooth product adoption and a positive first experience. I developed structured onboarding guides and documentation to help customers quickly and effectively understand product features. I provided personalized support throughout the onboarding journey, reducing customer confusion and improving time-to-value.
Billing Resolution and Refund Management
Resolved billing complaints with a 95% customer satisfaction rate. Processed refunds accurately with zero financial discrepancy errors. Reduced billing-related escalations by 30% through proactive resolution. Maintained customer trust and loyalty.
I managed and resolved customer billing complaints and refund requests at Opay with professionalism and urgency. I investigated billing discrepancies, processed refunds accurately, and communicated resolutions clearly to customers. I maintained strict attention to detail, ensuring all financial transactions were handled correctly and efficiently while maintaining customer trust and satisfaction.
Education
Bachelor's Degree in Computer Science
Lagos State University (LASU) - Lagos, Nigeria
Skills
Tools
Asana, Jira Service Management, Zendesk, Intercom, Slack, Freshdesk
Administrative Operations
Documentation, Formatting, Support, Time Management
CRM & Sales Tools
HubSpot CRM, Salesforce
Customer Experience
Empathy, Patience, Attention to Detail, Adaptability, Enterprise Customers
Customer Support
Customers, Service Level Agreement (SLA), Live Chat Support, Communication, Customer Complaints, Tickets, SLA Compliance, Escalation Management
Documentation
Knowledge Base, Escalations
Operations
Vendor Onboarding Support
Productivity Suites
Comment Management, Google Sheets, Data Sorting, Microsoft Excel
Professional Skills
Data Annotation
Sales Operations
CRM
Product Support
Filters
Policies
Refund Policies
Other
Technical Support, HubSpot, CRM APIs, Troubleshooting & Issue Resolution, Account Management, SLA Management, Customer Success, Cross-functional Communication, Email Support, Phone Support, Problem Resolution, Administrative Assistance, Compliance, Helpdesk, Operations, Fintech, Sales, Client Services, Churn Management, Cross-functional Collaboration, Ticketing, Data Organization, Payroll & Benefits, Ticket Management, Customer Relationship Management (CRM), Data Management, Client Success
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