Open to opportunities

Victoria Isesele

@victoriaisesele

Message

I am a customer support specialist with 3+ years improving satisfaction and reducing escalations.

Nigeria

Message

What I'm looking for

I seek a customer-support role where I can reduce escalations, improve satisfaction, train teams, and contribute to a collaborative, growth-oriented, data-driven company.

I am a resourceful customer support professional with over three years of direct client-service experience, skilled in CRM tools, Zoom, Slack and Google Workspace. I consistently reduce escalations—cut shipment escalation cases by 40%—and improve customer satisfaction through clear communication and hands-on problem solving.

I collaborate closely with sales and operations to streamline onboarding and service delivery, trained eight new support agents, and earned recognition for top performance metrics. I take pride in driving retention (50% increase in one role), boosting response quality, and delivering measurable improvements to business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Off Max Logistics

Nov 2023 - Present (1 year 11 months)

Serve as first point of contact for customers, handling 10–20 inbound calls daily and reducing shipment escalation cases by 40% through thorough investigation and resolution. Trained 8 new agents and improved support success to 90%, enhancing onboarding and client satisfaction.

Customer Support CRM Tools Email Support Google Workspace Troubleshooting Onboarding Training

Customer Service Representative

Greatgrace Limited

May 2021 - Nov 2023 (2 years 6 months)

Achieved top corporate metrics for First Call Resolution and Call Quality and collaborated with a 5-person team to resolve client issues quickly. Guided clients on repayment strategies, increasing retention by over 50% and reducing enquiry handling time by 30%.

Customer Service Repayment Counseling Call Resolution CRM Process Improvement Team Collaboration