Victory Leonard
@victoryleonard
Customer experience leader driving quality, training, and KPI-led improvements in contact centers.
NigeriaWhat I'm looking for
I am a Customer Experience leader with over 8 years of progressive experience in customer care, quality assurance, and team leadership within high-volume contact centers.
I have led training and QA for telesales and support teams, supervised quality evaluations, and resolved escalated customer cases while aligning team performance to organizational KPIs.
My background includes implementing quality frameworks, organizing communication and conflict-resolution workshops, and collaborating with stakeholders to refine customer interaction strategies and CRM optimizations.
I am committed to continuous improvement, compliance, and delivering service excellence that drives customer satisfaction, loyalty, and measurable business outcomes.
Experience
Work history, roles, and key accomplishments
Training and Quality Assurance Lead
CX Outsourcing
Jan 2023 - Present (3 years 2 months)
Led training and QA for telesales and customer support across multiple campaigns, improving service consistency and resolving escalated cases through KPI-driven recommendations.
Customer Service Quality Analyst
ISON Xperiences
Jan 2021 - Jan 2023 (2 years)
Monitored and reported on service quality for MTN Nigeria, handled critical escalations, and implemented quality frameworks that improved consistency across channels.
Customer Service Analyst
ISON Xperiences
Jan 2022 - Dec 2022 (11 months)
Streamlined QA audits and call analysis for clients including Sanlam AYO and Green Africa, coordinated international customer communications, and supported CRM improvement initiatives.
Customer Care Representative
ISON Xperiences
Jan 2020 - Jan 2021 (1 year)
Resolved high-priority customer issues for MTN processes, ensured policy compliance, logged service trends, and recommended operational improvements.
Customer Service Representative
Wealth Pharmacy
Jan 2017 - Dec 2017 (11 months)
Delivered prompt in-store and remote customer service, handled client concerns efficiently, and maintained high levels of customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Ekiti State University
Bachelor of Science, Integrated Science Education
Completed a Bachelor of Science in Integrated Science Education, focusing on interdisciplinary science teaching and curriculum development.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Social media
Job categories
Skills
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