Glory Theophilus

I am a Customer Support and Customer Success specialist with over four years of remote experience across credit repair, outsourcing, and insurance industries. I consistently deliver high-quality service, resolve complex issues, and collaborate with cross-functional teams to improve customer outcomes.

In my recent role as a promoted Customer Success Manager, I managed 120+ active accounts, maintained a 92–95% CSAT score, reduced case resolution time by 30%, and independently resolved 95% of escalations. I also conducted daily onboarding and improved upgrades through needs-based upselling.

Previously, I handled high-volume client cases, achieved a 98% on-time response rate, increased customer satisfaction by 20%, and supported 1,000+ customer interactions in insurance sales, improving policy conversions by 25%. I have strong experience with CRM tools including Zoho, HubSpot, RingCentral, DisputeFox, Convoso, and ViciDialer.

I am committed to process improvement, SLA compliance, and delivering measurable retention results. I bring a proactive, customer-first mindset and a track record of exceeding performance targets to every role.