Victor Ozioma
Customer Support Associate
Birmingham,West Midlands
Summary
A people's person and customer centric guy currently pursuing an M.Sc. in Big Data Analytics at Birmingham City University, eager to apply knowledge and gain practical experience.
Experienced working in team environments, reputation for hard work, punctuality and willingness to learn new things.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Proficient in customer service best practices and related options, also skilled in customer relationship development and sales providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Associate
PAYDAY
Victoria Island , Lagos
2023.04 - 2023.12
- PAYDAY is a neo bank for Africa with the simplest way for Africans to receive and send payments to and from anywhere in the world. With Payday, you get a wallet (USD, EUR, GBP, Rwanda Franc) that can accept international transfers and a virtual card to spend anywhere you want to.
- Acted as first-line support for all complaints and inquiries.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 60%.
- Handled social media enquiries with consistent customer service across multiple channels.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Participated in regular training to maintain up-to-date knowledge on company products.
- Improved customer satisfaction ratings through responsive query resolution.
- Followed up customer queries to check provided solutions met expectations.
- Actioned customer feedback to enhance contact centre service provisions.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Maintained compliant documentation on Jira for reliable company records.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Adhered strictly to policies and procedures for continued company compliance.
Client Support Specialist
Crystalline CSC, LTD.
Ikeja , Lagos
2021.10 - 2023.01
- Crystalline CSC LTD is a Fin-Tech company poised with the capabilities of creating innovative technologies & strategies through research.
- Supervised content for all pages and provide assistance to all personnel and external organizations.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Entered, updated and removed customer information to keep accounts current.
- Set up appointments for customers and entered work tickets to obtain needed services for clients.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Built positive customer rapport through friendly, professional communication.
- Developed 3 income generation strategies of which 2 were highly productive.
- Developed daily social media content which led to an increase in engagement and number of followers from a hundred (100) to two thousand (2,000)
- Leveraged social media channels to establish an increase in online engagement by over 50%
- Submitted and updated all vital reports on the portal.
Education
Bachelor of Science - Computer Science
Imo State University
Imo State, Nigeria 2016.09 - 2019.09
Diploma - Computer Science
Moshood Abiola Polytechnic
Ogun State, Nigeria 2014.09 - 2016.08
Master of Science - Big Data Analytics
Birmingham City University
Birmingham, UK 2024.01 - Current
Skills
- Project management skills.
- Customer relationship management.
- Digital marketing skills.
- Excellent communication skills.
- Critical thinking ability. Good organizational skills.
- Dispute resolution
- Data confidentiality
- Customer retention
- Brand awareness and representation
Interests
Event planning, Tourism, Traveling and Karaoke.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I cannot believe the purpose of life is to be happy. I think the purpose of life is to be useful, to be responsible, to be compassionate. It is, above all, to matter, to count, to stand for something, to have made some difference that you lived at all.
Leo Rosten
Timeline
Master of Science - Big Data Analytics
Birmingham City University
2024.01 - Current
Customer Support Associate
PAYDAY
2023.04 - 2023.12
Client Support Specialist
Crystalline CSC, LTD.
2021.10 - 2023.01
Bachelor of Science - Computer Science
Imo State University
2016.09 - 2019.09
Diploma - Computer Science
Moshood Abiola Polytechnic
2014.09 - 2016.08
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