Glory Okorie

At The Apparent Advisory, I handle 50+ inbound calls daily, resolving account, payment, and service issues while identifying upsell and lead opportunities.

I convert customer inquiries into qualified leads through needs-based questions and urgency-based closing, helping drive service dispatch volume. I maintain detailed Zendesk and Salesforce case logs, update customer profiles, and ensure accurate handoffs across the team.

I de-escalate frustrated customers with empathy and sound judgment while maintaining CSAT above 90%. I was recognized for taking initiative without direction and trusted to independently manage complex cases.

I'm equipped for 24/7 remote operations with a dedicated quiet home office, VoIP-ready computer, generator backup, and dual internet connections. I'm available across global time zones and open to rotating shifts, nights, weekends, and holidays.

· Proactively document recurring issues and suggest workflow improvements, reducing average handle time

· Support team members with macros, troubleshooting, following up on client requests, sending routine reminders, tracking pending communication and process guidance during peak hours

. Update customer profiles within internal database and CRM tools and executing accurate data entry

Key achievement: Recognized for taking initiative without direction, being outstanding, trusted to handle complex cases independently.