Obanovwe Glory

I’m a remote support agent focused on advanced escalations, complex troubleshooting, and vendor negotiations. I use Genesys and freshdesk to resolve customer issues quickly, ensuring people feel heard while keeping company targets on track.

At LTVplus, I manage a high-volume escalation queue and resolve 40+ complex cancellations, multi-currency billing disputes, and reservation failures daily within strict SLA boundaries. I investigate booking errors and negotiate directly with hotels, suppliers, and third-party desks to secure penalty-free waivers, recovering over $5,000 monthly in supplier refunds.

I review call recordings, booking history, and case documentation to identify service discrepancies and agent-related errors, then I deliver professional service recovery via phone and email. I maintain detailed CRM records, track recurring complaint trends, and support policy compliance, dispute resolution, and root cause analysis to reduce repeat escalation rates.

Before that, I supported customers at a skincare brand by handling 60+ customer DMs and IG comments daily with empathy and speed. I de-escalated complaints from customers with sensitive skin, responded in brand voice, and earned trust—backed by a BSC in Computer Science from National Open University (jabi, Abuja).