Vivian Udejiofor

Customer Service Specialist with 14+ years' experience delivering high-quality support across both face-to-face and telephone-based environments. Proven ability to manage high volumes of enquiries and resolve complex issues efficiently, achieving a 95% success rate in query resolution while consistently enhancing customer satisfaction. Skilled in building rapport, handling sensitive situations with empathy, and communicating clearly across diverse customer groups.

Proficient in CRM and ticketing systems, with a strong focus on accurate documentation and compliance. Recognised for professionalism, reliability, and consistently meeting and exceeding performance targets in fast-paced customer-facing roles.

Customer Experience Specialist at RAC Motoring Services (2025-12 – 2026-06)

Delivered customer support across phone, email and digital channels, handling membership, breakdown cover, renewals and account updates.

• Resolved complaints and escalations, achieving first-contact resolution through effective investigation, problem-solving and expectation management
• Supported customers in stressful situations using calm communication, empathy and professional judgement
• Liaised with internal teams and external partners to coordinate services, resolve delays and improve customer outcomes while ensuring GDPR compliance
• Consistently met performance targets including quality, CSAT, adherence and call handling metrics

Event Steward at Stadium Traffic Management (2025-05 – 2025-12)

• Served as a primary contact for visitors, addressing inquiries and concerns
• Monitored access control and managed incidents, ensuring accurate reporting
• Responded to emergencies with professionalism and effective communication
• Resolved visitors' queries efficiently and courteously
• Maintained incident log for accountability and transparency
• Delivered clear information during an emergency to ensure safety

Exam Invigilation at Reed Recruitment Agency (2024-11 – 2025-06)

Supervised examinations, ensuring compliance with institutional policies and maintaining academic integrity. Maintained accurate attendance and exam records while promptly reporting incidents.

• Ensured adherence to exam regulations and standards
• Provided support to candidates during assessments
• Monitored exam settings to prevent misconduct

Hospitality & Customer Service Worker at Aspire Recruitment (2024-09 – 2024-12)

Provided exceptional customer service in fast-paced settings. Addressed guests' inquiries and complaints professionally, ensuring high satisfaction rates.

• Achieved customer satisfaction through effective communication
• Resolved issues promptly, enhancing guest experiences

Head, Technical Sales Support / Service Assistant (Trane Division) at Elektrint Nigeria Limited (2018-02 – 2024-09)

Oversaw the customer support team, addressing technical and service inquiries via CRM Systems. Developed staff training programming in customer engagement, enhancing response time and satisfaction metrics.

• Cultivated long-term client relationships through regular communication and follow-ups
• Resolved 95% technical queries efficiently
• Increased customer satisfaction scores by 20%
• Achieved 30% faster response time through team training

Commercial Officer at Elektrint Nigeria Limited (2016-07 – 2018-02)

Oversaw customer accounts, resolving service-related queries efficiently. Managed commercial documentation, facilitating business development processes.

• Improved customer satisfaction through timely issue resolution
• Strengthened business development efforts by maintaining accurate documentation

Personal Assistant/ Customer Support at Elektrint Nigeria Limited (2013-10 – 2016-07)

Managed internal and external queries, efficiently resolving customer requests. Coordinated schedules, meetings and communication with clients and stakeholders.

• Streamlined communications processes to enhance customer satisfaction
• Organised multiple schedules, improved operations, and improved operational efficiency

Receptionist/ PA to Managing Director at Petrolog Group (2013-01 – 2013-09)

Served as the primary contact for visitors and callers, addressing enquiries professionally. Coordinated appointments and manage administrative tasks with precision and confidentiality.

• Cultivated a positive visitor experience through effective communication
• Streamlined appointment scheduling, enhancing office efficiency

Customer Service Officer/ Admin Assistant at PFL Limited (2011-08 – 2012-12)

Provided high-quality customer support to students, parents and partners via phone, email and in person. Handled student enrolments, course queries, and administrative requests, ensuring accurate processing.

• Resolved complaints and issues, maintaining high customer satisfaction levels
• Updated customer records using CRM systems, ensuring data accuracy and compliance
• Enhance service delivery by collaborating with cross-functional teams
• Streamlined processes to improve overall customer experience
• Delivered guidance and information to support educational program initiatives

MSc in Management & Data Analytics – BPP University (2024-09 – 2025-09)

BSc in Computer Science – Madonna University (2004-10 – 2008-11)