Open to opportunities

Victor Otori

@victorotori

Message

Dedicated professional with expertise in customer service/support and team leadership.

Nigeria

Message

What I'm looking for

I seek a role that fosters growth, values data-driven decision-making, and emphasizes team collaboration.

I am a dedicated and results-driven professional with a proven track record in team leadership, project management, and data analysis within the fast-paced customer service industry. My passion lies in harnessing the power of data to drive strategic decisions and optimize operational performance. At iNterra Networks Limited, I have successfully led my team to achieve significant improvements in customer satisfaction and productivity through data-driven strategies.

During my tenure, I conducted in-depth data analysis that resulted in actionable recommendations, reducing operational costs by 4% and increasing customer satisfaction by 7%. My experience as a Customer Service Executive has equipped me with strong problem-solving skills and the ability to foster a positive team environment through coaching and mentoring. I am committed to continuous improvement and have consistently elevated customer satisfaction levels, achieving a high first-call resolution rate of 90%.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

iNterra Networks Limited

Jan 2022 - Present (3 years 5 months)

Led a team in a fast-paced customer service environment, focusing on performance management, training, and data analysis to enhance operational efficiency and customer satisfaction.

Team Leadership Project Management Data Analysis Customer Service Performance Management Training Problem Solving Conflict Resolution Data Reporting Coaching

Call Centre Agent

iNterra Networks Limited

Dec 2020 - Jan 2022 (1 year 1 month)

Provided exceptional customer service by managing inbound and outbound calls, resolving issues, and ensuring customer satisfaction through effective communication and problem-solving.

Customer Engagement Data Entry Complaint Handling Product Knowledge Empathy Multitasking

Customer Service Representative

United Bank for Africa

Sep 2015 - Jan 2017 (1 year 4 months)

Engaged with customers to address inquiries and assist with account management while ensuring compliance with financial regulations and enhancing customer satisfaction.

Account Management Compliance Customer Satisfaction Communication Cross Selling Relationship Management

Education

Degrees, certifications, and relevant coursework

Disaster Ready

Certificate in Project Management Essentials, Project Management

2023 - 2023

Solomot Computer College

Certificate in Modern ICT Tools, Information Technology

2015 - 2015

Ahmadu Bello University

Bachelor of Science, Microbiology

2009 - 2014

Grade: Second Class Upper

Activities and societies: Member of the Nigerian Association of Microbiology Students (NAMS) and the Fellowship of Christian Students (FCS).

I graduated with a Second Class Upper degree, ranking in the top 10 percent of my class. During my academic journey, I actively participated as a member of the Nigerian Association of Microbiology Students (NAMS) and the Fellowship of Christian Students (FCS), enriching my educational experience with both academic and extracurricular involvement.