Victor Otori

Customer-focused and results-driven Customer Support Specialist with 7+ years of experience in customer support, call centre operations, and team leadership across the banking and health sectors. Proven ability to manage high-volume call centres, optimize service delivery, and lead cross-functional teams to exceed KPIs. Skilled in remote communication, conflict resolution, and CRM systems.

Adept at fostering positive customer experiences while streamlining processes for efficiency and excellence.

• Call Centre Supervisor at iNterra Networks Limited (2024-01 – Present)
• Supervise a team of 15+ agents at the National Tuberculosis Program (NTP) call centre, ensuring adherence to KPIs, SLA compliance, and quality standards.
• Supervise a team of 15+ agents at the National Tuberculosis Program (NTP) call centre, ensuring adherence to KPIs, SLA compliance, and quality standards.
• Achieved a 98% response rate and 90% first-call resolution rate, reducing escalation volume by 35% within 6 months.
• Led daily performance reviews, coached low-performing agents, and improved team productivity by 25% through tailored training sessions.
• Compiled and analyzed weekly reports for stakeholders, driving data-informed decisions and continuous improvement initiatives.
• Team Lead at iNterra Networks Limited (2022-01 – 2024-01)
• Directed the operations of a 10-person team during national public health campaigns, handling over 500 calls per day.
• Directed the operations of a 10-person team during national public health campaigns (e.g., COVID-19, HPV vaccine rollout, TB awareness), handling over 500 calls per day.
• Implemented QA processes that led to a 40% reduction in customer complaints and improved CSAT scores to 4.7/5.
• Managed outbound telemarketing campaigns (First Group, IPSOS), resulting in 30% conversion rate and accurate data capture for over 5,000 respondents.
• Streamlined workflows using CRM tools, boosting agent efficiency and decreasing average handle time by 20%.
• Call Centre Agent at iNterra Networks Limited (2020-01 – 2021-01)
• Handled 100+ inbound/outbound calls daily, providing accurate information, resolving queries, and escalating technical issues when necessary.
• Handled 100+ inbound/outbound calls daily, providing accurate information, resolving queries, and escalating technical issues when necessary.
• Played a key role in the success of the IPSOS/MTN Nigeria customer satisfaction survey, achieving a 99% survey completion rate.
• Maintained an average CSAT score of 4.8/5 through empathetic communication and prompt issue resolution.
• Recognized for maintaining the lowest call abandonment rate (<2%) across all shifts for 3 consecutive quarters.
• Customer Service Officer at United Bank for Africa (2015-01 – 2017-01)
• Processed high-volume financial transactions with 99.9% accuracy, supporting an average of 50+ customers per day across multiple banking channels.
• Processed high-volume financial transactions with 99.9% accuracy, supporting an average of 50+ customers per day across multiple banking channels.
• Resolved escalated fund transfer disputes, reducing complaint turnaround time from 72 hours to under 48 hours.
• Contributed to a 15% increase in customer retention through proactive support and account management.
• Collaborated with cross-functional teams to implement customer education programs, leading to a 20% drop in transactional errors.

Bachelor's Degree – Ahmadu Bello University (2014-01)