Caleb Ihuoma
Customer Support
lagos, Nigeria
#OpenToWork
About
I am a Customer Success and Technical Support Specialist with experience supporting global customers in fast-paced remote environments. Most recently at Holafly, I have been providing technical support and resolving complex issues since January 2025, building on over four years of experience in customer support roles.
My work spans troubleshooting eSIM activation, mobile connectivity, device compatibility, and roaming issues across iOS and Android platforms. I use tools like Zendesk, Intercom, and HubSpot to manage customer interactions and collaborate with engineering teams to deliver timely resolutions. I also handle account-related inquiries, refunds, and service adjustments while maintaining high standards of customer care and operational excellence.
What I'm looking for
Customer Support Specialist
Experience
Customer Success Specialist
Holafly
Jan 2025 – Present
Provided technical support via live chat and email, resolving eSIM activation, connectivity, roaming, and device compatibility issues.
Diagnosed and resolved technical issues across iOS and Android devices using structured troubleshooting.
Managed multiple customer conversations while consistently meeting SLA, FRT, CSAT, and QA targets.
Collaborated with engineering teams to investigate complex issues and deliver timely resolutions.
Maintained accurate case documentation in Zendesk and followed SOPs to ensure consistent service quality.
Simplified technical concepts into clear, customer-friendly guidance, reducing repeat contacts.
eSIM ActivationConnectivity ResolutionZendesk
Customer Support Specialist
Bolt
Mar 2022 – Dec 2024
Delivered customer support across chat, email, and phone, ensuring prompt and professional resolution of customer enquiries.
Investigated account, payment, booking, and service-related issues while maintaining a high standard of customer care.
Processed refunds, returns, and service adjustments in accordance with company policies.
Escalated complex cases to specialist teams while maintaining ownership until resolution.
Documented customer interactions accurately to support reporting and operational continuity.
Account ManagementCustomer CareRefund Processing
Customer Care Representative
Cientro Travels
Feb 2020 – Feb 2022
Assisted customers with travel enquiries, bookings, and visa-related support throughout their customer journey.
Responded promptly to customer enquiries through digital communication channels.
Coordinated customer requests with internal teams to ensure timely service delivery.
Maintained accurate customer records and handled confidential information with professionalism.
Built strong customer relationships through proactive communication and personalised support.
Customer SupportBooking CoordinationCustomer Relationship
Education
Michael Okpara University of Agriculture, Umudike, Abia State
Bachelor · Computer Science Education
2013 – 2017
Certifications
Customer Service Leadership
LinkedIn Learning
2025 – No expiry
Customer Success Master Class
Customer SuccessU
2025 – No expiry
Basics of HTML & CSS
Udemy
Skills
Remote Collaboration ToolTikTok shopShopifyKnowledge Base & HelpdeskTroubleshooting & TechnicTicket Management & EscalCustomer Data ManagementMicrosoft OfficeGoogle WorkspaceLive Chat & Email SupportCRM & Ticketing SystemsLarkSlackLiveChatZoho CRMHubSpotIntercomZendesk
