Victoria Ikenwe

Victoria Ikenwe Customer Support Soecialist - ◇ - ◇ Bayelsa, Nigeria ◇ LinkedIn ◇ Portfolio SUMMARY Dynamic and customer-focused support specialist with 5+ years of experience in resolving complex customer issues and driving sales growth. Proven ability to enhance customer satisfaction and retention through strategic use of CRM tools and lead generation techniques. Consistently exceeds performance targets with proactive communication, high first-contact resolution rates, and strong relationship management. Adept at identifying upselling and cross-selling opportunities to maximize revenue. Passionate about delivering top-tier service in fast-paced environments while improving operational efficiency and customer loyalty. SKILLS Customer Service & Sales Active listening, Customer retention, Conflict resolution, Sales conversion, Customer Loyalty Communication Skills Excellent communication, Live chat, email & phone support, Email support Technical Skills Google Suite (Docs, Sheets, Drive), CRM tools (Salesforce, Zendesk, HubSpot, Zoho, Freshdesk), Project management (Asana, Trello, Jira) Remote & Virtual Assistance Time management, Task coordination, Email management, Travel planning, Appointment setting, Lead Generation Interpersonal Skills Adaptability, Multitasking, Collaboration, Problem Solving, Resolving Issues, Attention to detail PROFESSIONAL EXPERIENCE Customer and Operations Support Representative Oct '24 — Mar '25 Autogirl Remote, Nigeria Increased customer satisfaction by 30% by ensuring seamless rental experiences and prompt issue resolution. Managed an average of 50+ car rental bookings per week, coordinating with customers and car hosts to guarantee vehicle availability and quality. Resolved 95% of post-booking complaints, enhancing customer experience and reducing service disruptions. Communicated with car hosts to verify vehicle conditions, reducing customer complaints by 40%. Handled an average of 100+ customer tickets monthly via Zoho, ensuring timely resolutions within SLA. 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 '23 — Mar '24 Wingate Global Concept Limited Remote, Nigeria 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 '19 — Mar '23 Poyen-nomovo Multichoice Dealer Office Nigeria 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 cross-functional teams, including technical support and sales, to streamline processes and improve overall service delivery, leading to a 20% increase in overall sales target achievement Administrative Assistant Mar '19 — Mar '20 Bayelsa State Physical Planning and Development Yenagoa, Nigeria 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%. EDUCATIO N Higher National Diploma in Accounting, Auchi Polytechnic Accounting Auchi, Nigeria CERTIFICATIONS Higher National Diploma HND, Auchi Polytechnic ALX Virtual Assistant course, ALX Technical Support Fundamentals, Coursera Accelerated Programme Soft Skill Training, Jobberman Certificate of completion of one year National Service, National youth service corps Building Rapport With Customers, Handling Abusive Customers, Serving Customers Through Chat and Text, Problem-Solving and Troubleshooting , Linkedln Nov '18 Sep '24 May '24 Mar '20 Apr '04 VOLUNTEERING NEWS REPORTER, National Youth Service Corps [NYSC] Bayelsa-Nigeria 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.