Open to opportunities

Grace Oche

@graceoche

Customer service professional skilled in high-volume support, lead qualification, and compliance-driven customer satisfaction.

Nigeria

Message

What I'm looking for

I’m looking for a customer-focused role in a fast-paced environment where I can resolve inquiries on first contact, support lead conversions, and use CRM, communication, and compliance to deliver consistently high customer satisfaction.

I’m a compassionate, customer-focused Customer Service Professional with over 2 years of experience supporting customers in high-volume contact center environments. I actively listen, resolve inquiries on first contact, and clearly educate customers with empathy and strong communication.

In remote specialty life insurance work, I conducted high-volume outbound and inbound cold calls using Convoso Dialler to qualify leads and connect them with licensed agents. By managing 300+ calls per day with accurate CRM tracking, I helped drive a 35% increase in qualified lead conversions within 3 months, while also reducing average call handling time by 18%.

I also bring strong administrative and financial support experience, including responding to 10+ daily emails and phone inquiries, streamlining filing and record-keeping to improve efficiency by 15%, and assisting with accurate financial records, budgets, invoices, and expense statements. Across every role, I handle sensitive information with confidentiality, maintain compliance with company policies, and consistently improve first-call resolution and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Customer Support & Lead Qual

Specialty Life Insurance Company

Jul 2025 - Feb 2026 (7 months)

Conducted 300+ inbound and outbound calls per day using Convoso to qualify leads for life insurance products and connect them with licensed agents. Increased qualified lead conversions by 35% in 3 months, reduced average call handling time by 18%, and ensured DNC compliance and confidential customer data handling.

Customer Service Lead Qualification Convoso Dialler DNC Compliance Cold Calling Objection Handling Confidentiality

Administrative Account Assistant

Asbury International Limited

Jan 2024 - Jun 2025 (1 year 5 months)

Managed 10+ daily email and phone inquiries, handling scheduling and data entry to support team workflow and office operations. Streamlined filing and record-keeping to improve efficiency by 15%, while preparing/reviewing invoices, financial reports, and handling sensitive information in line with company policies.

Administrative Support Scheduling Data Entry Customer Support Record keeping Invoicing Financial Reporting Confidentiality Microsoft Excel

Customer Support Specialist

Bluedigits Forex Investment Corporation

Apr 2020 - Nov 2023 (3 years 7 months)

Handled 100+ inbound calls daily, explaining product/service upgrade details and supporting purchases with accurate information on pricing, availability, and locations. Improved first-call resolution rate by 15% and maintained high customer satisfaction while assisting with special orders, item loans, and alterations.

Inbound Product Support Call Resolution Customer Satisfaction Pricing And Availability Support Complaint Resolution Communication