Victoria Odeyemi

Victoria Odeyemi No 7, Harmony Avenue, Magada, Ibafo || --|| LinkedIn: https://www.linkedin.com/in/victoria-odeyemi-/ SUMMARY ● Experienced Customer Service Professional with a strong background in the Financial Institution and the Lubricant Industry ● Committed to resolving customer issues and building strong client relationships. ● Collaborative team player focused on enhancing customer satisfaction through shared strategies and insights. EDUCATION University Of Ilorin – Ilorin, Kwara 09/16 – 10/21 B. Sc, Physics WORK EXPERIENCE Chipper Cash| Ilupeju, Lagos Customer Sevice Specialist (Money Movement) 06/24 – Present ● Respond to customer inquiries regarding money transfers, payments, and transaction statuses through Intercom, ensuring timely and accurate responses. ● Provide detailed guidance on troubleshooting issues related to cross-border payments, account funding, and currency exchanges. ● Provide support for multiple payment methods (e.g., bank transfers, mobile money wallets) and guide customers through complex transaction processes. ● Investigate failed, delayed, or disputed transactions and coordinate with internal teams to resolve issues efficiently. ● Identify issues that require escalation to the appropriate technical, compliance, or money movement teams, providing detailed context to ensure fast resolution. ● Achieve high performance standards, such as quick response times (FRT) and high-resolution rates, high Customer Satisfaction (CSAT) contributing to team efficiency. Polaris Bank Limited| Ikeja, Lagos Customer Experience Expert 06/24 – 08/24 ● Maintain up-to-date knowledge of financial products and services to provide accurate and first-hand information to customers. ● Efficiently manage and respond to a high volume of customer inquiries via email, ensuring timely and accurate resolutions. ● Provide timely and accurate feedback to customers as regards their complaints and requests. ● Accurately log customer interactions and issues in the Customer Relationship Management (CRM) system for tracking and reporting purposes. Heritage Bank PLC| Ikeja, Lagos Customer Care Representative 11/23 – 06/24 ● Managed inbound messages from Customers via Email and Social media platforms. ● Responded to customers’ queries promptly and if there were complicated queries, offered customers a callback with a stipulated waiting time. ● Escalated complaints that cannot be resolved within first contact to the appropriate team for resolution accordingly. ● Met and exceeded daily and weekly outbound call targets. Glyde Lubricant Limited | Lekki, Lagos 01/23 – 09/23 Production Assistant ● Monitored and documented quality-related data, such as viscosity, density and performance characteristics. ● Collaborated with the production team to prioritize Customers’ orders accurately and ensured timely deliveries. ● Kept accurate records of inventory transactions and updated inventory management systems. ● Monitored production flow and ensured strong adherence to production schedules. ● Handled Customers’ complaints efficiently and professionally ensuring Customer Satisfaction. Ascon Lube Plant | Magboro, Ogun State 01/22 - 01/23 Laboratory Assistant Intern (Quality Control Analyst) ● Helped in receiving and inspecting raw materials (Base oils, additives, dyes). ● Monitored testing procedures to ensure that all tests were performed according to established item specifications, standard test methods or protocols. ● Interpreted test results, and compared them to established specifications (API, SAE). ● Identified quality problems and recommended adequate solutions. VOLUNTEER ACTIVITIES Treasurer in Servicom Community Development Service 01/22 - 10/22 ● Helped monitor the finances of the organisation to attain maximum accountability. ● Managed the inflow and outflow of funds while constantly updating the expense tracker. CERTIFICATIONS Virtual Assistant (ALX) September, 2024 SKILLS ● ● ● ● Google Workspace Microsoft Suites CRM systems Proficiency in Intercom ● ● ● ● Positive attitude Great attention to details Patience and empathy Time Management ● ● ● ● Data Entry Active listening Inbox Management Calender and Appointment scheduling. INTERESTS ● Karaoke ● Girl Child Empowerment LANGUAGES ● Yoruba- Native ● English - Expert ● Surfing through the internet