Victoria Adepoju
Atlanta,GA
Summary
Strategic and customer-focused professional with over a decade of experience in customer service, operations, and experience analysis. Skilled in leveraging data to improve policies, streamline processes, and enhance customer journey. Collaborative, detail-oriented, and driven to deliver results through innovation and execution.
Customer Experience Analyst with strong focus on analyzing customer feedback and improving service processes. Skilled in data analysis, problem-solving, and customer relationship management. Known for team collaboration and adaptability to changing needs. Consistently delivers results and enhances customer satisfaction through strategic insights and effective communication.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Experience Analyst
Healthcare Solutions Group
01.2014 - 01.2017
- Analyzed customer support trends and feedback to identify areas for improvement, boosting satisfaction scores by 40%.
- Collaborated with product and engineering teams to enhance escalation workflows and develop self-service tools.
- Used Excel to track KPIs, uncover insights, and drive strategy that led to a 25% reduction in response times.
Operations & Support Specialist
Tech and Hospitality Startups
01.2010 - 01.2014
- Managed multi-channel customer inquiries (phone, email, live chat) and supported the rollout of new product features.
- Provided actionable customer feedback to engineering and marketing teams, enhancing user experience.
- Trained new hires and created documentation to support scalable operations.
Education
B.S. - Health Sciences
University in Georgia
Skills
- Customer Experience Strategy
- Data Analysis & Insights (Excel, SQL)
- Operational Excellence
- Policy Development
- AI & Technology Integration
- Stakeholder Communication
- Process Improvement
- Cross-Functional Collaboration
- Project Management
- Tools: Excel (Advanced), SQL (Basic), Zendesk, Salesforce, Jira, Tableau
- Emerging Tech: AI-assisted tools, Covey, automation platforms
- Project Management: Trello, Asana, Smartsheet
Certification
- Data Analytics Foundations – Coursera (In Progress or Completed)
- Customer Experience Management – LinkedIn Learning
Timeline
Customer Experience Analyst
Healthcare Solutions Group
01.2014 - 01.2017
Operations & Support Specialist
Tech and Hospitality Startups
01.2010 - 01.2014
B.S. - Health Sciences
University in Georgia
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