Victoria Agada

I’m a results-driven customer support and operations professional with over four years of progressive experience across government administration, executive assistance, and technology-sector customer operations. I’ve built a track record of moving from front-line customer support into supervisory and head-of-operations responsibilities, consistently leading with process optimization and people management.

In my current role as Head of Operations & Training at Datapex Drifty Technologies (2022–Present), I oversee end-to-end daily operations for the customer support division, ensuring shift-level continuity and quality standards. I design and deliver onboarding and training programmes that reduce ramp-up time and improve first-contact resolution, while establishing KPIs for team productivity, CSAT, and SLA compliance.

Previously, as a Customer Support Supervisor (2021–2022), I managed day-to-day shift operations across voice, email, and live chat, mentored associates with real-time coaching and escalation support, and prepared performance reports for management review. Earlier, as a Customer Support Associate (Dec 2020–2021), I delivered high-quality multi-channel support using Zoho Desk and Freshdesk CRM to log, track, and resolve customer queries in line with company SLAs.

Before moving fully into customer operations, I supported executive leadership as Personal Assistant to the CEO at Africans in Diaspora Cooperative, handling scheduling, briefing documents, and concise management presentations. I also served as a Corps Member (Administrative Officer) in the Ministry of Youth & Sports, where I reviewed project pitches for quality and compliance and maintained accurate records—habits I still apply to quality assurance and operational governance today.