Open to opportunities

Grace Onovo

@graceonovo

Message

I am an experienced customer service representative driving satisfaction and retention.

Nigeria

Message

What I'm looking for

I'm seeking a customer-facing role where I can apply CRM expertise, improve satisfaction and retention, work with a collaborative, growth-oriented team, and continue developing support and lead-generation skills.

I am an experienced customer service professional with four years supporting customers via chat, phone, and email, delivering exceptional satisfaction and retention. I adapt quickly to new tools and thrive in fast-paced environments, using active listening and clear communication to resolve issues.

In my roles I handled high ticket volumes, achieved rapid response times, improved conversion rates, and maintained accurate CRM records using Salesforce, HubSpot, Zendesk and Freshdesk. I bring empathy, a growth mindset, and a commitment to team success and continuous improvement.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Insurance Super Market

Mar 2024 - Mar 2025 (1 year)

Managed high-volume inbound calls, tracked service cases and updated systems, escalated major issues to supervisors, and contributed to improved conversion rates and lead generation.

Cold Calling Customer Escalation CRM Lead Generation Google Workspace Slack

Customer Care/Appointment Setter

Rent to Own Services

Aug 2022 - Jan 2024 (1 year 5 months)

Responded to customer inquiries about properties, made outbound calls to prospective clients, entered leads into CRM, and resolved complaints to maintain customer satisfaction.

CRM Outbound Calling Appointment Setting Lead Management Salesforce HubSpot Data Entry

Customer Support / Lead Generation

Global Wissen Consult

May 2020 - Apr 2022 (1 year 11 months)

Handled an average of 50 tickets per day with 1–3 minute response times, processed refunds and chargebacks, and provided remote technical troubleshooting to resolve customer issues.