Victory Ativie

VICTORY ATIVIE Ibadan, Nigeria, -,- LINKS LinkedIn PROFILE Dynamic Client Service Professional with 5 years of experience driving exceptional customer satisfaction and operational efficiency. Proven expertise in leadership, client onboarding, and conflict resolution, resulting in enhanced user experiences and retention rates. Adept at managing escalations and collaborating with cross-functional teams to streamline support processes. Committed to implementing innovative strategies that optimize workflows and reduce ticket volume, ensuring timely and effective solutions for clients. Passionate about fostering positive client relationships and enhancing service delivery through continuous improvement initiatives. E M P L O Y M E N T H I S TO RY Sept 2025 — Present Customer Support Specilaist (Seasonsal), HeatTrak Atlanta, USA • Managed 80+ customer inquiries daily across chat, email, and social media, providing fast, accurate support for snow-melting mats, heated walkway mats, stair mats, and entrance mats. • Resolved setup, wiring, and controller-related issues with a 90–95% First Contact Resolution (FCR) rate, ensuring customers could safely install and use HeatTrak systems. • Maintained 95%+ customer satisfaction scores, delivering empathetic and clear communication during peak winter demand. • Processed 100+ weekly orders for residential and commercial heated mat systems with 99% accuracy, ensuring timely delivery updates. • Identified recurring product issues (mat sizing, power compatibility, controller configuration) and provided insights that reduced repeat tickets by 15% Dec 2024 — Present Client Service, The Credit Pros Florida, USA • Deliver exceptional client service through proactive engagement and support across multiple channels. • Optimize client on-boarding processes, enhancing user experiences and retention rates. • Manage escalations and resolve conflicts effectively, ensuring timely solutions. • Implement workflow optimization strategies, improving operational efficiency and reducing ticket volume. • Collaborate with cross-functional teams to enhance product adoption and customer satisfaction. Aug 2022 — Apr 2025 Customer Success Associate, Paystack Lagos, Nigeria • Delivered multichannel support (email, live chat, phone, and social media) to 100+ merchants, maintaining fast response times and high satisfaction scores. • Resolved 100+ time sensitive issues weekly related to payments, onboarding, KYC, and compliance, ensuring minimal business disruption for merchants. • Partnered with Product and Engineering teams to identify and document recurring user pain points, contributing to tool improvements and smoother merchant workflows. • Created 10+ training materials, SOPs, and knowledge resources that improved team accuracy and reduced onboarding time for new agents by 20%. • Led merchant-facing QBRs and built sales and value-focused decks, strengthening client relationships and supporting product adoption. Nov 2024 — Dec 2024 Customer Support Team Lead, LemFi London, United Kingdom • • • • Led a team of 10+ agents, achieving 97% SLA adherence and 94% CSAT. Implemented QA and coaching frameworks, boosting agent performance. Resolved escalated issues, enhancing FCR by 30% through root cause analysis. Collaborated with product and engineering teams to address recurring issues and optimize support processes. • Developed training programs focusing on client onboarding and conflict resolution. Dec 2022 — Oct 2024 Customer Support Specialist, LemFi • • • • • London, United Kingdom Managed 100+ daily queries, achieving a 95% resolution rate within 24 hours. Maintained 90%+ CSAT scores across various channels. Developed self-service resources, leading to a 30% reduction in ticket volume. Reduced customer churn by 12% through empathetic support and solutions-focused interactions. Collaborated with cross-functional teams to enhance user experience and drive product adoption. Oct 2020 — Jul 2022 Contact Center Agent, Access Bank • • • • • Lagos, Nigeria Managed over 90 daily queries, achieving an 80% first-contact resolution rate. Resolved 80% of application-level issues on first contact, enhancing user experience. Reduced escalations by 25% through proactive and informed support initiatives. Mentored new hires, improving team performance by 10% and fostering collaboration. Analyzed customer feedback to identify trends, driving continuous improvement in service delivery. E D U C AT I O N Nov 2014 — Oct 2018 BSc. Banking and Finance, Olabisi Onabanjo University S K I L L S Leadership Knowledge Base Management Client Onboarding Zendesk, Salesforce, Intercom, Shopify, Gorgias Retention and Multi-channel Support Conflict Resolution Workflow Optimization Zoho, Front, Dynamic CRM, Groove Slack, Google Workspace, Microsoft Suite Jira, Notion, Confluence C E RT I F I C AT I O N S Apr 2023 — Apr 2023 EF SET English Level Certification Jul 2021 — Aug 2021 Customer Service and Relationship Management Certification R E F E R E N C E S References available upon request Lagos, Nigeria