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Victor Owuala

@victorowuala

Customer support specialist driving efficient e-commerce operations.

Nigeria
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What I'm looking for

I seek a remote or US-timezone role in e-commerce/customer support where I can improve processes, mentor staff, and drive high customer satisfaction.

I am a customer support specialist with over 4 years of experience delivering high-quality service in fast-paced, high-pressure environments. I combine technical competence with strong process and documentation skills to resolve customer issues quickly and improve satisfaction metrics.

My background includes hands-on experience with Shopify, ShipBob, Zendesk, Salesforce and multiple e-commerce and CRM tools, plus analytics and reporting using DOMO and Excel. I have led QA coaching, created performance reports, and trained teams on secure handling of customer data.

I am passionate about continuous improvement in e-commerce organizations, supporting remote-first teams across U.S. time zones, and contributing to operational excellence through process improvements, reliable communication, and detailed knowledge-base maintenance.

Experience

Work history, roles, and key accomplishments

SI

Customer Service Representative

Specialty Life Insurance

May 2022 - Dec 2024 (2 years 7 months)

Handled high-volume inbound calls, documented interactions in customer service software, and achieved up to 14% lead-to-client conversion while consistently meeting daily transfer quotas to licensed advisors.

Education

Degrees, certifications, and relevant coursework

Federal University of Technology Owerri logoFO

Federal University of Technology Owerri

Bachelor of Agricultural Technology, Soil Science and Technology

2015 - 2020

Completed a Bachelor of Agricultural Technology in Soil Science and Technology, focusing on soil management and agricultural practices.

Tech stack

Software and tools used professionally

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