Open to opportunities

Victor Efffiong

@victorefffiong

Message

I am a customer-focused technical support specialist improving support efficiency.

Nigeria

Message

What I'm looking for

I seek remote technical support roles—especially WordPress/WooCommerce—where I can improve resolution speed, boost FCR, optimize processes, and work autonomously within SLA-driven teams.

I am a customer-focused support professional with over 3 years of experience resolving complex technical and transactional issues in high-volume digital environments.

I have driven measurable improvements including 95% resolution within SLA, reducing payment reconciliation errors by 40%, cutting response time from 24 to 12 hours, and increasing FCR from 60% to 85% through workflow redesign and structured troubleshooting.

I am a self-starter who masters technical systems quickly (Zendesk, CRM platforms) and am ready to apply analytical rigor and customer empathy to WordPress and WooCommerce support at scale while optimizing processes and maintaining strict data protection compliance.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Specialist

Current

FairMoney Microfinance Bank

Jan 2022 - Present (3 years 8 months)

Resolved over 750 customer and agent support cases monthly, achieving 95% resolution within SLA by diagnosing technical, transactional, and account issues. Reduced payment reconciliation errors by 40% by auditing and correcting data discrepancies across systems.

Technical Customer Support Zendesk CRM Systems Process Optimization Root Cause Analysis

Customer Support Specialist

Xgo Finance Limited

Jan 2022 - Dec 2023 (1 year 11 months)

Resolved 500 weekly transaction disputes and account mismatches, functioning as a bridge between customers, agents, and technical teams. Designed a structured feedback system that captured recurring pain points, leading to a 30% increase in customer satisfaction scores within 3 months.

Customer Support CRM Systems Process Optimization Troubleshooting Cross Functional Collaboration Data Analysis

Education

Degrees, certifications, and relevant coursework

Heritage Polytechnic

Higher National Diploma (HND), Computer Science, Database Administration

Completed a Higher National Diploma in Computer Science with a focus on Database Administration. Gained expertise in managing and optimizing database systems.

Heritage Polytechnic

National Diploma (ND), Computer Science, Database Administration

Obtained a National Diploma in Computer Science, specializing in Database Administration. Developed foundational knowledge in computer science principles and database management.