VICTORIA SHOYEMI
Derbyshire (Open to relocate)
Summary
A highly empathetic and resilient customer service professional with experience supporting vulnerable individuals facing personal hardships, financial distress, and mental health challenges. Adept at handling high-volume, emotionally sensitive calls, providing tailored solutions, and maintaining professionalism in challenging situations. With a strong background in problem-solving, crisis management, and de-escalation techniques, I thrive in a fast-paced, customer-focused environment, ensuring each individual receives the appropriate support and guidance.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
ROJO CONCIERGE
Lagos
08.2022 - 08.2024
- Managed over 50 inbound and outbound calls daily, resolving inquiries with patience and care.
- Assisted customers facing personal challenges, ensuring their concerns were handled sensitively.
- Provided escalation support, offering solutions for complex customer situations.
- Maintained detailed customer records, ensuring follow-ups and resolutions were documented accurately.
- Demonstrated empathy and active listening to customers in distress, directing them to appropriate support.
- Assisted customers in making informed decisions by providing detailed product information.
Customer Service Assistant
SR Luxuries Store
03.2021 - 07.2022
- Delivered personalized and empathetic customer service to diverse clientele
- Assisted customers facing financial concerns by recommending budget-friendly options
- Managed difficult conversations with professionalism, ensuring positive customer outcomes
- Engaged with customers through various communication channels, including in-person, phone, and social media
- Worked closely with management to enhance customer experience and resolve complaints effectively
Education
MSc - Marketing Management
University of Derby
Derby, Derbyshire 01.2024 - 04.2025
BSc - Mass Communication
Babcock University
Lagos, Nigeria 09.2015 - 06.2019
Skills
- High-volume call management
- De-escalation
- Empathy-driven customer support
- Crisis management
- Problem-solving
- Handling sensitive conversations
- Handling confidential conversations
- Active listening
- Communication skills
- Financial hardship support
- Vulnerability support
- Organizational skills
- Time management skills
- Strong emotional resilience
- Personal boundaries
- Ability to work under pressure
- Fast-paced environments
Extra-Curricular Roles
Volunteer at 'Lend a Hand of Hope Charity', Lagos, Nigeria.
Volunteer at 'Give to Live Charity Organization', Lagos, Nigeria.
Certification
Effective Communication Skills for Customer Service – Udemy
Professional Certificate in Customer Service – Alison Learning.
Timeline
MSc - Marketing Management
University of Derby
01.2024 - 04.2025
Customer Service Representative
ROJO CONCIERGE
08.2022 - 08.2024
Customer Service Assistant
SR Luxuries Store
03.2021 - 07.2022
BSc - Mass Communication
Babcock University
09.2015 - 06.2019
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