Victoria Adeusi
@victoriaadeusi
I am a Customer Support Specialist with 5+ years improving satisfaction and reducing resolution time.
NigeriaWhat I'm looking for
I am a Customer Support Specialist with over five years' experience in fintech and e-commerce, managing more than 5,000 customer interactions and consistently improving customer satisfaction.
I have reduced resolution time by 30% and improved first-contact resolution using Salesforce, OMS, and live chat platforms, achieving 95% SLA compliance while handling 80+ interactions daily.
I hold an M.Sc. in Mass Communication and volunteer in community outreach and education, bringing strong cultural sensitivity, data-driven process improvement, and a service-oriented mindset to every role.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Cicoserve Payments Ltd
Dec 2020 - Present (4 years 11 months)
Resolved vendor and customer issues via phone and email, achieving 95% SLA compliance and managing 80+ daily interactions while reducing repeat complaints by 15%.
Customer Support Specialist
Jumia Nigeria
Oct 2020 - Nov 2022 (2 years 1 month)
Improved first-call resolution by 25% using Salesforce and OMS, conducted post-interaction surveys that increased satisfaction scores by 15%, and supported order tracking and issue resolution.
Customer Support Specialist
Xplicit International Education Consultancy
Mar 2018 - Sep 2018 (6 months)
Guided clients through enrollment processes and maintained accurate CRM records, improving conversion rates by 10% while ensuring data privacy compliance.
Teaching Intern
Government Day Secondary School
Nov 2016 - Oct 2017 (11 months)
Delivered Literature in English lessons and implemented lesson plans that improved student comprehension and analytical skills across senior secondary classes.
Volunteer
Oluwarantimisirere Foundation
Participated in girl-child advocacy and empowerment programs, conducting mentoring sessions and awareness campaigns.
Volunteer
Foodbank Initiative
Contributed to food distribution drives and assisted with logistics to reach vulnerable communities addressing malnutrition.
Volunteer
Victoria Delightsome Foundation
Supported initiatives uplifting children, mothers, widows, and other vulnerable groups through program assistance and community outreach.
Volunteer
Children’s Medical Outreach
Supported child-focused medical outreach campaigns by assisting community sensitization on health and child wellness.
Education
Degrees, certifications, and relevant coursework
ULUniversity of Lagos
Master of Science, Mass Communication
Completed a Master of Science in Mass Communication at the University of Lagos in 2023.
Health, Safety & Environmental Management Certification
Certificate, Health, Safety & Environmental Management
Completed a Health, Safety & Environmental Management certification in 2017.
Ecole Supérieure de Management Université
Bachelor of Science, Mass Communication
Completed a Bachelor of Science in Mass Communication at Ecole Supérieure de Management Université in 2016.
Baptist Model High School, Ikola
High School Diploma, General Secondary Education
Awarded a High School Diploma from Baptist Model High School, Ikola in 2012.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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