Okwuma Victoria

I am a customer service professional with five years' experience providing high-quality support in fast-paced, remote, hybrid, and corporate environments. I consistently manage 60+ inquiries daily across chat, email, and phone while maintaining 95%+ CSAT scores.

At Choice Air Cargo I reduced resolution time by 20% through process improvements, developed response templates and onboarding guides, and consistently exceeded KPIs in remote and hybrid operations. I am proficient with Zendesk, Freshdesk, HubSpot, Google Meet, Slack, Zoom and MS Teams.

I bring strong lead generation, conflict-resolution, time-management, written and verbal communication skills, and a commitment to improving processes and customer retention. I seek to contribute these strengths to a team focused on excellent service delivery and measurable performance gains.