Victoria Nkwocha

I am a customer service specialist and team leader with over seven years of experience delivering measurable improvements in client satisfaction and operational performance. I blend empathy with data-driven process optimization to consistently hit service-level targets.

At PalmPay I supervised support teams, introduced SOPs, and coached agents to raise customer satisfaction scores from 80% to 92% while maintaining a 95% service quality rating. I have a track record of reducing response times and case handling times through targeted workflow changes.

Earlier roles at Multichoice Nigeria and Mobile Kitchen honed my skills in knowledge-base creation, upselling, and sales-service leadership, resulting in revenue gains and reduced repeat inquiries. I emphasize clear documentation, CRM best practices, and cross-functional collaboration to improve end-to-end customer experiences.

I hold a B.Sc. in Business Administration and ongoing CRM-focused professional development, and I am committed to mentoring teams, implementing scalable processes, and delivering consistent, measurable service improvements.