Victoria Onyinye

Customer-focused professional with 4+ years of experience in high-volume customer service, administrative support, CRM documentation, issue resolution, and customer follow-up. Experienced in handling phone and email enquiries, understanding customer needs, resolving complaints calmly, processing service requests, and coordinating with internal teams to deliver timely solutions. Handled over 70 inbound calls and 50 email enquiries daily at Access Bank while maintaining a 95% customer satisfaction score.

Brings confident communication, active listening, patience, attention to detail, reliability, and the ability to learn new products and processes quickly in a remote environment.

Administrative Assistant at Dodoship Logistics Nigeria (2026-02 – Present)

• Manage customer orders, service requests, documentation, quotations, and invoicing across multiple customer accounts.
• Communicate with customers, vendors, and logistics partners to provide timely updates and resolve delivery issues.
• Follow customer requests through to completion while maintaining professional communication and reliable follow-up.
• Maintain organized digital records and real-time order status using Google Sheets and an internal portal.
• Manage multiple customer and operational requests while maintaining accuracy, responsiveness, and attention to detail.

Customer Service Agent / Contact Center Representative at Access Bank Nigeria (2022-03 – 2026-01)

• Handled over 70 inbound voice calls and 50 email enquiries daily within strict service-level requirements.
• Responded to customer enquiries, investigated service issues, and provided clear guidance and appropriate resolutions.
• Handled failed transfers, POS payment failures, delayed fund inflows, account updates, and other service requests.
• Used active listening, empathy, and calm communication to de-escalate frustrated customers and maintain positive relationships.
• Maintained accurate CRM records of customer interactions, actions taken, escalations, and follow-ups using Microsoft Dynamics 365 and Zendesk.
• Escalated complex or high-risk cases appropriately and coordinated with internal teams to progress customer issues.
• Achieved a 95% customer satisfaction score through consistent and professional customer support.

Administrative Assistant at Bryan Moses Consulting (2021-02 – 2022-03)

• Handled client enquiries by phone and email professionally and within same-day response standards.
• Supported client requests while maintaining clear communication and organized records for follow-up.
• Managed financial documentation and invoicing with strong attention to detail.

B.A. in History and International Studies – Nnamdi Azikiwe University, Awka (2014 – 2018)