VICTOR OWUNNAH
ABOUT ME
I’m a skilled professional with a strong
background in administrative roles,
customer service, sales and tech
support. I excel at managing high
volumes of inquiries, troubleshooting
technical issues, and providing
empathetic support through chat,
email, and phone. I’m proficient in
CRM tools like Salesforce, Zendesk &
Freshdesk. I have a proven track
record of building strong client
relationships and exceeding customer
satisfaction
goals.
With
great
organizational and communication
skills, I thrive in both B2B and B2C
environments. I’m adaptable, reliable,
and dedicated to improving team
efficiency and delivering results.
EDUCATION
Mass Communication
National Open University
High School
Doma Group of Schools
2005 - 2011
LANGUAGES
English
WORK EXPERIENCE
Customer Support Representative /
Telemarketer
Premier Producers Group (PPG), USA
Updated customer profiles and maintained
accurate records in CRM systems.
Collected and verified client information
while ensuring compliance.
Complete call logs and reports
Customer support/Appointment Setter
Jacuzzi Bath Remodel, LLC l USA
Recorded and managed data accurately
using Salesforce and Zendesk
I schedule 4–5 qualified appointments
daily to support the sales team’s goals.
I handle 150–200 inbound and outbound
calls each day, assisting customers and
following up on leads.
Administrative Lead
May 2024 - August 2025
Documented all chat transcripts and
maintained accurate data within Salesforce
and Freshdesk.
Scheduled appointments and transferred
qualified prospects to licensed sales
agents.
Feb 2024 - April 2024
Logged all chat interactions and feedback
accurately to improve process efficiency.
I perform admin tasks and do internet
research to support customer inquiries and
internal processes.
Follow up customer calls where necessary
May 2022 - Jan 2024
Outsource Global (BPO) l Abuja, Nigeria
Provide strategic training and coaching,
driving enhanced site performance
Handled escalations and provided followup responses through CRM ticket systems.
Provided real-time support through chat
systems, resolving account and servicerelated issues.
Team Lead
Tracking and analyzing critical
performance metrics such as quality,
productivity, attendance, and schedule
adherence.
Assist HR in onboarding, recruiting and
training of new hires to campaign specifics
Resolves customer compliant efficiently
Aug 2019 - May 2022
Outsource Global (BPO) l Abuja, Nigeria
Maintain thorough and organized records
of all customer interactions and resolutions
in the CRM system.
Documented all chat transcripts and
maintained accurate data within Salesforce
and Freshdesk.
Customer Support Associate
Respond promptly and professionally to
customer inquiries across all channels,
providing clear, accurate, and helpful
information when escalated.
Communicate clear instructions to team
members and listen to their feedback and
escalate when necessary
Apr 2018 –Aug 2019
Outsource Global (BPO) l Abuja, Nigeria
Assisted customers through live chat and
email channels for healthcare and benefits
programs.
Identify and escalate issues to
supervisors/team-lead
Route calls to appropriate resource
Complete call logs and reports
Prequalify American citizens for Social
Security Disability Benefits.
Provide product and service information to
customers
Lead generation and followup
VICTOR OWUNNAH
SKILLS
Customer service
Ticketing escalation
Problem solving
Time management
Effective Communication
Tech Support / A.I
Annotation
Product Support
Technical Guidance
Monitoring and Reporting
SOFTWARE & TOOLS
Advance
Google suites
Zendesk ticketing
Freshdesk ticketing
Google Analytics
Microsoft Office: Excel,
Word, PowerPoint, Outlook
Advance
Periscope
AnyDesk, Vici Dial, Ring Central, ERP
Ms Excel, Google Sheets
Salesforce
Zendesk ticketing, Freshdesk ticketing
Logo design, desktop publishing,
marketing collateral, illustration, photo
editing
Advance
Adobe Photoshop
Adobe Illustrator
Corel Draw
Canva
Social Media Management
Administrative & Operations
Schedule Management:
Training coordination
Calendar Scheduling & Management
Project Management
Email Management
Advance
Periscope
Bitrix24
Google Workspace
Salesforce
Microsoft Office: Excel, Word, PowerPoint, Outlook
Graphic Design
CERTIFICATIONS
Customer Service Fundamentals,
2024
from CustomerSuccessU.org
Certificate of Recognition, 2021
Top Team Leader Pre-qualification
Silver Certificate of Excellence,
2020
2 nd Runner Up – Prequalification Team
HP Life, 2019
Effective Presentation | Business Communication | Social Media Marketing
