Victoria Iguodala

Victoria Iguodala Remote|-|https://www.linkedin.com/in/victoria-iguodala-b44a0145/ Virtual Assistant| Customer Service Specialist| Customer Success Manager| Email support| Phone support| Chat Support PROFESSIONAL SUMMARY Effective customer service manager of over 8 years with expertise in rapidly resolving customer issues and reducing the volume of customer complaints using different means. Successfully implemented new methods to achieve an increase in customer satisfaction rating by 90%. Adept in navigating CRM software. The goal is to add value to work by deep exploitation of my resourcefulness and creativity reserves, being unconventional; ready to improvise if required, and yet work by laid down principles guiding institutions of work. SKILLS Communication Skills: I possess excellent communication skills, both verbal and written, which enables me to communicate effectively with clients and team members alike. Problem-Solving Skills: I am a critical thinker who can quickly analyze problems and come up with innovative solutions that meet the needs of clients and customers. Customer Service: I have worked with various businesses in providing excellent customer service support through email, chat, and phone. I am knowledgeable in handling customer complaints, inquiries, and feedback with utmost professionalism and empathy. Technical Skills: I am proficient in a variety of software programs and platforms, including Microsoft Office, Google Suite, Canva, Google hangout, slack, Microsoft teams and more. CRM Tools: Zendesk,Freshdesk, Gorgias, Hubspot, Monday.com, Asana, Trello, and more Product knowledge Attention to details Phone, chat, and email support EXPERIENCE Corporate Cangarhu LLC – Ontairo Canada (Remote) 2023-Present. Customer Support/Business administration Support Preparation of SOPs for different departments of the company Ensuring a seamless process for the customers from sign-up stage to placing orders to delivery. Professional communication with customers via email, Zendesk chat, twillo and dialpad. Handling disputes,refunds and reconciliations for customers. Making calls to get clients feedback to improve our internal processes. Responding to questions about orders, products, company info, etc updating and tracking customer interactions RefreshcoAtl LLC – Atlanta USA (Remote) - Customer Service Manager/Admin support Managed a team of customer service representatives and trained them to resolve issues while constantly improving upon key performance metrics. Delivered timely reports detailing positive online reviews, user satisfaction data, and recurring issues to senior management provided solutions accordingly. Consistently developed new methodologies to improve customer engagement, resulting in a 85% increase in positive reviews. Addressed and resolved customer concerns timely and professionally United Bank for Africa PLC - Nigeria Jan 2014 – 2020 Customer service Manager. Managed a team of 4 staffs in providing excellent customer service to our clients. Provide excellent customer support Ensuring customer satisfaction by addressing their queries and concerns in a timely and efficient manner. Opening of accounts for customers and ensuring that the customers are fully on-boarded to all the mobile and digital applications to ensure a great customer experience. Making follow-up calls to get feedbacks which helps in the growth and improvement of customer experience in the company. Attend meetings on-site and virtually and preparing reports for management team. OTHER EXPERIENCE National Youth Service Corps Oct 2011 - Oct 2012 Citi Props Ltd Customer Service Officer ● Oversaw and maintained accounting information for hundreds of clients. ● Documented accurate records of daily transactions and prepared reports and recommendations for management with respect of projection/budgets. ● Performed cash and check deposits for the bank, including preparation of daily and monthly performance reports. ● Prepared daily and monthly performance reports for management, including AVP and Senior Director. ● Prepared daily and monthly reports for the accounts department, this included analysis of all transactions to ensure accuracy, as well as making corrections to errors found in transactions. ● Handled payments to vendors; preparation and remittance of employee taxes to the relevant tax authority ● Drafted out and issued receipts, invoices, and vouchers where necessary EDUCATION Igbinedion University Sept 2010 Bachelor’s degree in Accounting Second Class Upper Division