Juliet George

I’m a results-driven Customer Success professional with 10+ years of experience optimizing operations, leading customer-focused initiatives, and improving service delivery across telecommunications, PayTv, and fintech. I’m known for streamlining workflows, monitoring operational performance, and resolving complex customer and business challenges with a steady commitment to quality.

In my current role, I coordinate operational activities to ensure efficient processing of 350–400 customer applications daily while maintaining regulatory compliance. I collaborate with Operations, Compliance, and Quality Assurance teams to strengthen service delivery, and I developed a KYC reference guide adopted across the team—improving consistency and reducing operational errors. I also investigated recurring issues and contributed to a 98% reduction in duplicate credit pulls.

Previously, as a Customer Experience Specialist at MultiChoice Nigeria, I coordinated day-to-day customer service operations and supported a team of 20+ customer service representatives. I monitored operational KPIs and service quality, managed customer escalations to ensure timely resolution, and maintained a Quality Assurance score of 95–100% for six consecutive years. I also facilitated onboarding and coaching, ran customer experience surveys, and presented feedback to management, including VIP customer account ownership.

Earlier at Etisalat Nigeria, I delivered customer support across multiple channels—handling accounts, service requests, billing inquiries, and issue resolution—while participating in UAT for new digital products before launch. With certifications including Six Sigma Yellow Belt and Customer Service Foundations, I bring an operations-first mindset to customer experience and continuous improvement.