Victoria Udokang
@victoriaudokang
Customer Experience officer building retention-focused, data-informed service teams.
NigeriaWhat I'm looking for
I’m a Customer Experience officer with over 8 years of proven track record in administering excellent customer service, meeting customer needs and expectations, and strengthening retention. I focus on calm, disciplined handling of irate customers and ensuring customer issues are resolved promptly.
At Itex Integrated Services Ltd., I spearhead a high-performing CX team across multiple customer channels, using customer insights to identify trends, optimize processes, and report strategic recommendations to executives. I also champion knowledge base creation and training programs to enhance service consistency and upskilling.
Beyond day-to-day service, I collaborate with finance, IT, and operations to eliminate service bottlenecks and improve end-to-end customer journeys. I’ve overseen service delivery metrics and team KPIs, driving improvements through feedback, coaching, and loyalty/appreciation programs.
Previously, I’ve supported customer success from different angles—serving as a Team Lead deputy, managing schedules and issue escalation, and mentoring new hires for onboarding readiness. I’ve also worked as a loan officer with responsibility for loan disbursement and client onboarding, and as an editorial intern reviewing broadcast scripts under tight deadlines.
Experience
Work history, roles, and key accomplishments
Spearhead a high-performing CX team to ensure consistent, quality interactions across multiple customer channels. Leverage customer insights to identify trends, optimize processes, and report strategic recommendations to executives. Champion knowledge base creation and training programs to enhance service consistency and team upskilling. Collaborate with finance, IT, and operations to eliminate se
Reviewed and edited broadcast scripts, ensuring clarity and accuracy under tight deadlines.
Customer Experience officer
Administered customer service focused on meeting customer needs and expectations. Worked to ensure high-quality customer interactions and service delivery.
Oversaw service delivery metrics and team KPIs, driving improvements through feedback and coaching. Designed loyalty and appreciation programs that increased customer satisfaction scores. Ensured compliance with internal service standards and timely resolution of complex customer issues.
Served as deputy to the Team Lead, managing schedules, issue escalation, and productivity. Mentored new hires and supported the creation of onboarding materials. Collaborated cross-functionally to deliver seamless support and maintain high service quality.
Managed end-to-end loan disbursement, client onboarding, and documentation. Coordinated women empowerment programs, enhancing client engagement and retention. Conducted field verifications and ensured adherence to compliance protocols.
Designed and delivered engaging English lessons, tracked student progress, and supported educational initiatives.
Education
Degrees, certifications, and relevant coursework
University of Calabar
B.A degree, Lingistics and communication
2010 - 2013
University of Calabar
Bachelor of Arts
2010 - 2013
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
ZimbabweJob categories
Skills
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