OTORI VICTOR OZOVEHE
CUSTOMER SUPPORT SPECIALIST
- |-| Abuja, FCT, NG | www.linkedin.com/in/victor-otori-527a46138
CAREER SUMMARY
Customer-focused and results-driven Customer Support Specialist with 7+ years of experience in customer
support, call centre operations, and team leadership across the banking and health sectors. Proven ability to
manage high-volume call centres, optimize service delivery, and lead cross-functional teams to exceed KPIs. Skilled
in remote communication, conflict resolution, and CRM systems. Adept at fostering positive customer experiences
while streamlining processes for efficiency and excellence.
EDUCATION AND CERTIFICATION
Bachelor’s Degree | Ahmadu Bello University, Zaria
2014
CORE COMPETENCIES
Call Centre Management | Customer Support | CRM & Ticketing Tools (e.g. Zoho, Zendesk) | Performance
Monitoring & Reporting | Quality Assurance & Coaching | Conflict Resolution | Customer Retention | SLA &
KPI Management | Team Leadership & Training
TECHNICAL SKILLS
CRM Tools (Zoho, Zendesk) | Microsoft Office Suite | Google Workspace | Remote Work Tools (Slack, Zoom, Teams)
WORK EXPERIENCE
Call Centre Supervisor | iNterra Networks Limited
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Supervise a team of 15+ agents at the National Tuberculosis Program (NTP) call centre, ensuring adherence
to KPIs, SLA compliance, and quality standards.
Achieved a 98% response rate and 90% first-call resolution rate, reducing escalation volume by 35% within
6 months.
Led daily performance reviews, coached low-performing agents, and improved team productivity by 25%
through tailored training sessions.
Compiled and analyzed weekly reports for stakeholders, driving data-informed decisions and continuous
improvement initiatives.
Team Lead | iNterra Networks Limited
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2024 - Present
2022 - 2024
Directed the operations of a 10-person team during national public health campaigns (e.g., COVID-19, HPV
vaccine rollout, TB awareness), handling over 500 calls per day.
Implemented QA processes that led to a 40% reduction in customer complaints and improved CSAT scores
to 4.7/5.
Managed outbound telemarketing campaigns (First Group, IPSOS), resulting in 30% conversion rate and
accurate data capture for over 5,000 respondents.
Streamlined workflows using CRM tools, boosting agent efficiency and decreasing average handle time by
20%.
Call Centre Agent | iNterra Networks Limited
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Handled 100+ inbound/outbound calls daily, providing accurate information, resolving queries, and
escalating technical issues when necessary.
Played a key role in the success of the IPSOS/MTN Nigeria customer satisfaction survey, achieving a 99%
survey completion rate.
Maintained an average CSAT score of 4.8/5 through empathetic communication and prompt issue
resolution.
Recognized for maintaining the lowest call abandonment rate (<2%) across all shifts for 3 consecutive
quarters.
Customer Service Officer | United Bank for Africa
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2020 - 2021
2015 - 2017
Processed high-volume financial transactions with 99.9% accuracy, supporting an average of 50+
customers per day across multiple banking channels.
Resolved escalated fund transfer disputes, reducing complaint turnaround time from 72 hours to under 48
hours.
Contributed to a 15% increase in customer retention through proactive support and account management.
Collaborated with cross-functional teams to implement customer education programs, leading to a 20%
drop in transactional errors.
PROFESSIONAL DEVELOPMENT
Jobberman Soft Skills Training | Jobberman
Management Training Program | iNterra Networks Limited
Project Management Essentials | Disaster Ready
Customer Service Fundamentals | Oleren
Virtual Assistant Handbook Vol. 1 & 2 | Udemy
Product Management | MindTheProject
Customer Service Foundations | CustomerSuccessU
Customer Success Foundations | CustomerSuccessU
Client Service Job Simulation | Bloomberg
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