Okpoli Victory

CONTACT Victory Akinyemi  Glasgow, Scotland - - OBJECTIVE As a self-motivated and self-reliant professional, with over 4 years extensive experience working remotely, I understand the importance of clear and effective communication, collaborating seamlessly with the team, and contributing to the company’s success. Above all, my unwavering passion for customer experience drives me to go above and beyond, ensuring their satisfaction and fostering long-lasting relationships. I am someone who is not just looking for a job but for a role where I can make a genuine impact while having the opportunity to develop and progress in my career thereby contributing positively to the company’s dynamism, growth, and success. EXPERIENCE July 7, 2024 Present Financial Care Specialist Santander UK Receiving incoming calls and making outbound calls to customers in arrears via our automated & manual dialling system. Offering customers appropriate financial signposting, suitable and appropriate options, and guidance on their finance agreement. Negotiating affordable payment plans with customers that are acceptable to both Santander Consumer Finance and the customer ensuring the best customer outcomes. Complying with prescribed regulatory and company policies at all times. Handling each call in a professional telephone manner and have the ability to show empathy and sympathy as required. Taking ownership of queries and complaints. Updating system records accordingly ensuring data is accurate and factual. Administering and maintaining customer agreements. Identifying and reporting on customer vulnerability. September, 2022 - April, 2024 Operations Assistant Sharp Detail Continuously update and maintain educational resources including training documentation and videos Responding to customer initiated interactions such as phone calls, emails and texts. Address customer inquiries and resolve any issues or concerns effectively. Assisting in the management of daily operations and communications with the technicians on-site. Multitasking across multiple projects Responsible for scheduling appointments and maintaining schedules of technicians on-site. Providing customer service and maintaining relationships with technicians Conducted follow-ups with clients to ensure their satisfaction with the luxury detail session with their technicians, thereby fostering long term customer loyalty and repeat business. Assist with recruitment and onboarding processes November, 2020 February, 2022 Customer Support Specialist and Virtual Assistant DontSleepGfx Collaborated with the team to ensure timely and highquality fulfillment of orders, resulting in increased customer satisfaction and repeat business. Demonstrated exceptional problem-solving skills, resolving customer issues promptly and efficiently, leading to a 10% improvement in overall customer experience. Worked closely with the social media team to create captivating motion graphics for the Instagram page contributing to a significant increase of 3k+ followers over a 7 month period. Assisted in organizing and tracking the progress of custom design projects, ensuring streamlined workflows and timely delivery of projects. Designed graphics for the company blog and created SEOoptimized content, resulting in a 7% increase in website traffic. Assisted the manager in ongoing marketing campaigns, enhancing customer engagement and brand awareness. Managed a large volume of customer accounts providing customer support and delivering exceptional customer experiences through issue resolution, information sharing and design recommendations. June, 2018 September, 2020 Customer Support and Sales Consultant Jumia Nigeria Utilized social media platforms to promote products and target specific markets, resulting in increased product visibility and customer engagement. Collaborated with cross functional teams to ensure product availability and timely shipping, ensuring a seamless customer experience. Identified customer needs and provided tailored solutions through the company’s products and services, enhancing customer satisfaction and driving sales. Maintained strong customer relationships based on trust and integrity, contributing to a high level of customer loyalty. Proactively resolved sales issues and complaints, resulting in a decrease in customer return rates EDUCATION 2019 Federal University of Technology, Akure Nigeria Computer Science SKILLS Strong verbal and written communication skills to effectively interact with customers and convey information clearly. Active listening: Understanding customers needs and providing tailored assistance. Empathy: Ability to empathize with customers concerns showing understanding while maintaining a supportive attitude Problem solving: Ability to resolve customers issues effectively Time management skills to prioritize tasks, handle multiple inquiries simultaneously and meet targets Product knowledge: Commitment to understanding company's services. Analytical and critical thinking skills Team collaboration: A team player, whilst also being able to work autonomously Adaptability and continuous improvement. Strong interpersonal skills ACHIEVEMENTS & AWARDS Silver customer agent certification - Jumia Nigeria Business Operations and Marketing Experience - Bright Network (IEUK) Foundations in user experience design (Google) Foundations in project management (Google) Google Data Analytics INTERESTS User experiences Creative Design