Victoria Chidinma Iwu

Iwu Victoria Chidinma --www.linkedin.com/in/victoria-chidinma-iwu- Lagos State Customer Service Representative SUMMARY Dynamic Customer Service Professional with over 4 years of experience in managing customer relationships, resolving inquiries,understanding financial products, and ensuring high levels of customer satisfaction. Proven track record in utilizing CRM systems and data analysis to support sales operations and enhance productivity. Adept at collaborating with internal teams to streamline processes and deliver exceptional service. Skilled in handling inbound communications, driving strategic business decisions, and supporting sales objectives in a fastpaced environment. SKILLS • • • • • • • • • • Customer Service Support: Handling inbound calls and emails with professionalism and efficiency. Data Organization & Analysis: Generating deep customer insights to enhance sales force productivity. Communication & Interpersonal Skills: Excellent written and verbal communication skills, including developing and delivering training materials, tutorials, and resources. Collaboration & Feedback: Working effectively with internal teams to gather customer feedback and contribute to product enhancements. CRM Systems: Proficient in HubSpot, Zendesk, and Microsoft Office Suite. Attention to Detail: Ensuring accuracy in data entry and sales forecasts. Time Management: Efficiently managing tasks and priorities in a dynamic environment. Problem-Solving & Conflict Resolution Customer Feedback Analysis Customer Retention Strategies PROFESSIONAL EXPERIENCE Customer Success Specialist Vesti Technologies, February 2023 – Present • • • • • Analyzed customer feedback to identify trends and collaborated with the product team to implement improvements, enhancing overall user satisfaction. Built and maintained strong relationships with high-value customers, increasing customer lifetime value by 15%. Provided exceptional support by simplifying complex financial concepts, leading to a 30% reduction in support tickets. Escalated failed withdrawals and pending withdrawals to finance Conducted training sessions for internal teams on customer engagement strategies, improving team efficiency and communication. Relationship Management Executive Optival Capital Partners March 2022 – December 2022 • • • • Handled client communications and inquiries, leading to a 20% increase in successful client acquisitions. Collaborated with internal teams to resolve client issues and enhance satisfaction, resulting in a 15% increase in client retention. Analyzed client data to provide insights that improved project outcomes by 30%. Developed and delivered training materials, improving client engagement by 25%. Customer Service Representative {NYSC} Vision Mate Academy 2020 - 2021 • • • • Managed inbound queries from students, parents, and staff, achieving a 95% satisfaction rate. Coordinated with various teams to organize events and resolve issues, leading to a 30% increase in attendance and improved engagement. Streamlined processes for accurate student enrollment and scheduling, reducing errors by 20%. Assisted with students’ enrolment, ensuring accurate and efficient processing, and ensuring effective workflow among school staff. Customer Service Officer D-duchess Clothing 2019 - 2020 • • • • Supported sales operations by managing CRM data and improving lead conversion rates by 25%. Collaborated with the sales team to design and implement marketing strategies, resulting in a 15% growth in client acquisition. Ensured timely delivery and client satisfaction through effective communication and follow-up. Conducted weekly client check-ins, ensuring needs were met and deliveries made within stipulated time, resulting in 15% improvement in client satisfaction. KEY ACHIEVEMENTS • • • • • • • • • Enhanced Customer Satisfaction: Improved client satisfaction by 20% through effective issue resolution and team collaboration. Data-Driven Insights: Utilized customer data to support sales planning and operational improvements. Process Efficiency: Identified and implemented process improvements, enhancing sales effectiveness and operational efficiency. Training & Engagement: Developed and delivered training materials, boosting client engagement and usage of products. Data-Driven Insights Stakeholder Management Customer Onboarding Product Knowledge Customer Feedback EDUCATION & CERTIFICATIONS Bachelor of Arts in English and Literary Studies Ahmadu Bello University – Zaria, Kaduna State, Nigeria | 2019