Victoria Falore
@victoriafalore
Customer Service Representative at Inkpact Legal who cut escalations by 80% and reduced query resolution time from 24 to 4 hours.
NigeriaWhat I'm looking for
At Inkpact Legal, I supported clients through email and chat, maintaining 90%+ CSAT and 99% SLA compliance. I cut escalations by 80% by resolving inquiries within SLA windows and reduced average query resolution time from 24 to 4 hours.
I also relayed client feedback and trends to QA to support service and process improvements, and trained new hires on CRM systems and communication standards.
At Kijagold, I supported inbound and outbound calls with clients and vendors and grew additional service uptake by 70% through tailored account recommendations. At Reenite, I handled client inquiries by email and phone, reduced average ticket resolution time by 20%, and sustained 90%+ CSAT.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Inkpact Legal
Sep 2025 - Oct 2026 (1 year 1 month)
Delivered multichannel client support via email and chat, sustaining 90%+ CSAT and 99% SLA compliance. Cut escalation rate by 80% and reduced average query resolution time from 24 to 4 hours.
Sales and Customer Service Representative
Kijagold
Sep 2024 - Aug 2025 (11 months)
Supported high-volume inbound and outbound calls with clients and vendors, upholding professional standards. Grew additional service uptake by 70% through proactive, tailored account recommendations.
Customer Service Representative
Reenite
Jan 2024 - Aug 2024 (7 months)
Resolved inbound client inquiries via email and phone with a first-contact resolution focus. Reduced average ticket resolution time by 20% and sustained 90%+ CSAT during seasonal volume spikes.
Education
Degrees, certifications, and relevant coursework
University of Ilorin
Bachelor of Science, Political Science
Earned a Bachelor of Science in Political Science from the University of Ilorin in 2023.
ALX
Virtual Assistant Certification, Virtual Assistant
Completed the ALX Virtual Assistant Certification.
Dakins
Customer Service Representative Certification, Customer Service
Completed the Dakins Customer Service Representative Certification.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
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