SALIHU VICTOR
Lagos
Summary
Experienced customer support and operations professional with over 4+ years of frontline support experience across chat, voice, and email in fast-paced, high-stakes environments. Proven ability to deliver fast, accurate, and empathetic support, navigate CRMs, and maintain excellent judgment under pressure.
A cancer survivor with Health and wellness professional background bringing deep empathy, resilience, and firsthand understanding of healthcare systems and professionals. Known for ownership, attention to detail, and a proactive approach to problem-solving, with fast execution and high standards. (This experience informs my approach to customer support; it does not limit my performance.)
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ifitness Centre Ltd
Lekki, Lagos
03.2021 - Current
Delivered real-time customer support via chat, email, and voice, resolving billing, scheduling, account, and platform-related issues with speed and empathy.
Used CRM systems (Zendesk, HubSpot, Zoho CRM) to investigate cases, update records, log clear internal notes, and ensure accurate documentation.
Applied critical thinking and sound judgment to troubleshoot issues independently, escalating only when necessary.
Personalized communication by addressing users by name, proofreading responses, and maintaining a confident, calm, and professional tone.
Identified recurring issues and flagged process gaps, contributing to improved workflows and customer experience.
Maintained high performance while handling multiple conversations simultaneously under time pressure.
Customer Success Manager
Mart-life Detox Clinic
Maryland, LAGOS
01.2019 - 12.2019
Worked closely with healthcare professionals, clients, and support teams, developing a strong understanding of the emotional and operational challenges faced by care workers.
Provided empathetic guidance, onboarding support, and follow-ups, helping users navigate systems with confidence.
Maintained discretion, professionalism, and accuracy in sensitive health-related interactions.
Built trust quickly with clients by listening actively and responding with clarity and compassion.
Education
Bachelor Of Science And/with Education Degree - Human Kinetics
University Of Lagos
Lagos10.2017
Skills
Customer Support (Chat, Voice, Email)
CRM Tools (Zendesk, Salesforce, HubSpot, Zoho CRM)
Google Workspace (Docs, Sheets, Gmail)
Healthcare Worker Support & Empathy
Issue Investigation & Case Resolution
Documentation & Internal Notes
Escalation Judgment & Workflow Adherence
Attention to Detail & Quality Assurance
Additional Information
HEALTHCARE & RESILIENCE EXPERIENCE (Value-Driven Strength)
Stage IV Cancer Survivor
Navigated prolonged treatment and complex healthcare systems, gaining deep empathy for healthcare professionals and frontline workers.
Developed exceptional emotional intelligence, patience, and composure under pressure, key strengths in high-volume support environments.
Strengthened ability to communicate clearly during stressful situations and remain solution-focused despite uncertainty.(This experience informs my approach to customer support; it does not limit my performance.)
Certification
- Cisco Customer Success Manager
- Emotional Intelligence in Teams
- Basic Leadership Academy
- 2024 First Aid/ CPR and AED
Timeline
Customer Service Representative
Ifitness Centre Ltd
03.2021 - Current
Customer Success Manager
Mart-life Detox Clinic
01.2019 - 12.2019
Bachelor Of Science And/with Education Degree - Human Kinetics
University Of Lagos