Open to opportunities

Victoria User

@victoriauser3

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Customer support specialist delivering fast, empathetic, data-driven service.

Nigeria

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What I'm looking for

I seek a role providing high-volume, customer-facing support where I can drive CX improvements, own escalations, mentor peers, and optimize workflows in a collaborative, fast-paced environment.

I am a professional and empathetic customer support specialist with 3+ years delivering fast, accurate, human-centered support across chat, email, and phone for US, UK, and international customers. I consistently achieve 95%+ CSAT, manage high-volume queues, and optimize workflows using Zendesk, Gorgias, Salesforce, and Google Workspace.

I take ownership of escalations, document cases thoroughly, and collaborate cross-functionally to improve onboarding and reduce escalations. My record includes high first-contact resolution rates, HIPAA-aware support experience in healthcare e-commerce, and a strong focus on critical thinking, adaptability, and attention to detail under pressure.

Experience

Work history, roles, and key accomplishments

Current

Student Advisor

Current

GCS Education

May 2024 - Present (1 year 6 months)

Provide high-volume chat, email, and call support for US, UK and international students using Salesforce and Google Workspace; document cases thoroughly and escalate complex issues to improve onboarding and workflows.

Salesforce Google Workspace Live Chat Phone Support Case Documentation Escalation Management Onboarding Cross Functional Collaboration

E-commerce Chat Support Agent

Janis Health Care

Aug 2022 - May 2024 (1 year 9 months)

Provided HIPAA-aware Zendesk and Gorgias support for US healthcare customers, resolving billing, logistics, and pharmacy issues while maintaining accurate CRM records and recommending workflow improvements.

Zendesk Gorgias Billing Support Logistics Coordination Workflow Optimization

Customer Service Representative

Phoenix LTD Affordable Home Solution

Jan 2023 - Jan 2024 (1 year)

Delivered chat, phone, and email support to US customers achieving 90%+ first-contact resolution and maintained CRM documentation while managing high-pressure situations with strong judgment.

Live Chat Phone Support Email Support First Contact Resolutions Time Management

Customer Service Advisor

Inspire Solutions

Jul 2021 - Jul 2022 (1 year)

Provided global chat and email support including US clients, updated internal FAQs to reduce escalations by 20%, and delivered consistent empathetic communication across channels.

Chat Support Email Support Customer Empathy Troubleshooting