Victoria Ikeh

VICTORIA IKEH CUSTOMER SERVICE & ADMINISTRATIVE SUPPORT As a resourceful and customer-centric professional, I specialize in delivering seamless customer service, administrative support, and eCommerce operations that drive efficiency and enhance customer satisfaction. With a keen eye for detail and a proactive approach, I excel in managing high-volume customer interactions, optimizing back-end operations, and streamlining executive schedules. My expertise in CRM management, order tracking, and issue resolution ensures smooth workflows and improved client retention. By blending strategic problem-solving with personalized support, I help businesses elevate their service experience while allowing leadership to focus on core operations with confidence. Skills Social Media Management and Engagement Email Marketing and Automation Data Analysis and Reporting Website Maintenance and Basic HTML/CSS Graphic Design and Creative Asset Creation Customer Support & Relationship Management CRM Systems (Gorgias, GoHighLevel, Shopify, Amazon) Order Tracking & Logistics Coordination Executive Assistance & Administrative Support eCommerce Support & Online Marketplace Management Outbound Calls & Follow-ups Education DIPLOMA IN E-BUSINESS Alison| 2018 BACHELOR OF BUSINESS ADMINISTRATION Kaduna State University | 2012 - 2016 Work CUSTOMER CARE REPRESENTATIVE Airtel Networks (Hybrid) | Abuja, Nigeria | 2021 - 2025 Handled over 350,000+ customer inquiries via calls and emails, maintaining a 98% customer satisfaction rate. Managed email support, ensuring 100% response rate within 24 hours. Resolved 85% of customer complaints within the first interaction, significantly reducing follow-up queries. Implemented structured cold calling strategies, leading to a 20% increase in customer engagement. Key Impact: Reduced complaint resolution time by 30%, improved efficiency, and enhanced customer retention rates. ADMINISTRATIVE MANAGER & ATTENDANCE TRACKER Elpis-View Services (Freelance) | Canada | 2022 - 2023 Streamlined attendance tracking for 500+ students and teachers, generating detailed reports for reconciliation. Provided data-driven insights, boosting class participation by 15% Optimized back-end operations, reducing processing errors by 25%. Key Impact: Enhanced record accuracy and improved reporting efficiency, leading to smoother administrative operations. ECOMMERCE CUSTOMER SUPPORT SPECIALIST Shopify Support Services (Remote) | Canada | 2021 - 2022 Resolved 95% of customer inquiries on order tracking, shipping, and refunds within first response. Implemented automated FAQ responses, reducing average handling time by 25%. Contributed to a 20% increase in customer retention through personalized support and proactive issue resolution. Key Impact: Improved customer experience, reduced workload through automation, and boosted retention rates. GOOGLE REVIEWS & REPUTATION MANAGEMENT Belix Labs Consult (Remote) | Singapore | 2021 Managed 500+ Google reviews, responding professionally to all feedback. Utilized CRM tools to track and enhance customer interactions, increasing engagement by 25%. Strengthened brand reputation, contributing to a 15% boost in client retention. Key Impact: Improved brand trust through prompt and thoughtful customer engagement. EXECUTIVE BOOKING MANAGER (VIRTUAL ASSISTANT) Hotel Lucia (Remote) | USA | 2020 - 2021 Managed 500+ Google reviews, responding professionally to all feedback. Utilized CRM tools to track and enhance customer interactions, increasing engagement by 25%. Strengthened brand reputation, contributing to a 15% boost in client retention. Key Impact: Improved brand trust through prompt and thoughtful customer engagement. ECOMMERCE ORDER TRACKING & LOGISTICS COORDINATION Melafi Global Services (Remote) | Germany | 2018 - 2020 Assisted in tracking 1,000+ orders monthly, ensuring timely deliveries. Provided real-time updates to clients, reducing escalations by 30%. Coordinated with logistics teams, improving fulfillment efficiency by 20%. Key Impact: Enhanced order tracking efficiency and improved customer communication. STUDENT SUPPORT & ENROLLMENT MANAGER Sage Education (Remote) | Australia | 2016 - 2018 Assisted in tracking 1,000+ orders monthly, ensuring timely deliveries. Provided real-time updates to clients, reducing escalations by 30%. Coordinated with logistics teams, improving fulfillment efficiency by 20%. Key Impact: Enhanced order tracking efficiency and improved customer communication. Technical Skills Contact CRM Tools: Salesforce, Zoho, HubSpot, Gorgias eCommerce Platforms: Shopify, Amazon Seller Central Communication: Slack, Zoom, Microsoft Teams Office Tools: Microsoft Office Suite, Google Workspace Data & Analytics: Excel, Google Sheets, SQL (Basic) Design Tools: Canva, Photoshop --www.linkedin.com/in/victoria-ikeh Working Remotely