Victoria Ikenwe

VICTORIA IKENWE Nigeria • Portfolio Customer & Sales Support Specialist Proactive and results-driven professional with over 4 years of experience in customer and sales support, upselling, and client communication across international markets. Skilled in engaging customers through chat, email, and phone to boost retention and sales conversions. Confident using CRM tools like Zoho, Freshdesk, HubSpot, and Pipedrive to manage leads, handle tickets, and ensure seamless client experiences in remote environments. Passionate about building relationships, driving customer satisfaction, and achieving measurable revenue growth. SKILLS Sales & Communication Skills: onboarding, upselling, lead nurturing, objection handling, sales conversion, cold calling Customer Success & Support: client onboarding, retention strategies, satisfaction improvement, conflict resolution Technical Tools: Freshdesk, Zendesk, Hubspot, Google workspace, Zoho CRM, Trello, Jira, Pipedrive, Shopify, Intercom, Microsoft Excel (Intermediate) Remote Work Skills: Time management, task coordination, email management, appointment scheduling, virtual teamwork Soft Skills: Adaptability, attention to details, empathy, problem-solving, active listening, client education, customer loyalty Communication Channels: Live chat, phone, email, WhatsApp, web platforms PROFESSIONAL EXPERIENCE Sales Development Representative May 2025 - Sep 2025 CloudAlive, New York, Remote Generated B2B leads using tools such as LinkedIn Sales Navigator and Apollo.io. Conducted outreach to prospects via email, LinkedIn, and phone calls to introduce CloudAlive’s solutions and nurture interest. Converted conversations into qualified sales opportunities through effective communication and follow-ups. Collaborated with the team to research and identify high-value target accounts across global markets. Supported market expansion efforts, strengthening the company’s sales pipeline and client engagement. Cold Caller May 2025 - Jun 2025 Antenos Digital, United States, Remote Cold called qualified leads using MightyCall dialer to present and promote services. Keeping accurate records of answered calls, not interested clients, and booked clients in spreadsheets for organized tracking. Sending follow-up emails to prospects requesting a detailed breakdown of services. Moving prospect details from spreadsheets to a structured follow-up table to ensure timely and proper follow-up. Customer and Operations Support Representative Oct 2024 - Mar 2025 Autogirl, Nigeria, Remote Increased customer satisfaction by 30% by ensuring seamless rental experiences and prompt issue resolution. Collaborated with technical teams and car hosts to enhance platform features and ensure vehicle availability and quality, successfully managing 50+ weekly bookings. Handled 100+ customer tickets monthly via Zoho CRM, resolving issues within SLA and reducing service disruptions. Guided customers through onboarding, ensuring effective use of digital booking tools. Implemented upselling and cross-selling strategies, leading to a 20% increase in company revenue. Adapted quickly to the company's evolving technology upgrades, improving workflow efficiency by 25%. Customer & Sales Support Representative Apr 2023 - Mar 2024 Wingate Global Concept Limited, Nigeria, Remote Managed an average of 200 tenant inquiries weekly, responding to maintenance requests, payment issues, and general concerns with an average response time of under 20 minutes, consistently exceeding 75% KPIs. Increased tenant satisfaction scores from 70% to 85% by optimizing the maintenance request process. Reduced tenant churn by 15% through proactive issue resolution and communication strategies. Exceeded monthly sales targets by 30%, contributing to a 20% revenue growth through strategic telemarketing and cold calling. Customer Support Representative Jul 2019 - Mar 2023 Multichoice, Nigeria, Yenagoa Assisted customers with account management, troubleshooting, and billing-related concerns, ensuring a smooth resolution process Worked closely with technical and sales teams to address customer needs, enhancing the overall service experience. Collaborated with technical and sales teams to streamline support processes and enhance service delivery. Assisted customers with troubleshooting and resolving app-related issues, while facilitating seamless subscription payments to ensure a smooth user experience. Conducted basic training for new customers on decoder usage, app navigation, and subscription management, leading to a 25% reduction in repeat support calls. Administrative Assistant Mar 2019 - Mar 2020 Bayelsa State Physical Planning and Development, Nigeria, Yenagoa Coordinated schedules for five executives, arranging over 200 appointments per quarter. Efficiently handled high-volume phone calls and emails, ensuring prompt and professional communication. Streamlined document management processes, reducing errors and improving accessibility by 20%. EDUCATION Higher National Diploma[HND] in Accounting, Federal Polytechnic Auchi, Nigeria CERTIFICATIONS Higher National Diploma [HND], Federal Polytechnic Auchi Nov 2018 ALX Virtual Assistant course, ALX Sep 2024 Technical Support Fundamentals, Coursera May 2024 Certificate of completion of one year National Service, National youth service corps Mar 2020 Building Rapport With Customers, Handling Abusive Customers, Serving Customers Through Chat and Apr 2024 Text, Problem-Solving and Troubleshooting , Linkedln Learning Customer Success Fundamentals, CustomerSuccessU Oct 2024 VOLUNTEERING News Reporter, National Youth Service Corps [NYSC], Yenagoa-Nigeria Mar 2019 - Apr 2019 Proactively gathered and disseminated timely information and updates to camp members, enhancing their daily experience and keeping them informed about camp activities, events and important announcements.