Victor Owuala
@victorowuala
Customer support specialist driving efficient e-commerce operations.
NigeriaWhat I'm looking for
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
Logistics Specialist
Carepod Inc.
Dec 2024 - May 2025 (5 months)
Tracked and managed customer shipments across Shopify, ShipBob, FedEx and UPS, resolved order issues via chat/email, and processed modifications, returns, replacements and warranty claims to maintain high delivery and satisfaction rates.
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.
Quality Assurance Coach
Insurance Supermarket Inc.
Feb 2021 - Apr 2022 (1 year 2 months)
Created performance reports from CRM and DOMO dashboards, led staff training on secure customer data handling, and evaluated calls and vendor performance to improve service quality.
Customer Service Representative
Insurance Supermarket Inc.
Oct 2020 - Feb 2021 (4 months)
Resolved customer complaints by coordinating with internal teams, promoted products to drive leads and sales, and developed satisfaction surveys and centralized inquiry tracking to streamline escalations.
Education
Degrees, certifications, and relevant coursework
FOFederal 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
Availability
Location
NigeriaAuthorized to work in
Job categories
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