Open to opportunities

Okorie Mary

@okoriemary

Customer Support Specialist with 6+ years improving response times and CSAT across phone, email, and live chat using CRM tools.

Nigeria

Message

What I'm looking for

I’m looking for a remote customer support or customer success role in an international organization. I want to improve response times, CSAT, and retention through clear workflows, strong CRM use, and customer-first communication.

I’m a Customer Support Specialist with 6+ years of experience delivering high-quality support across phone, email, and live chat in fast-paced environments. I manage high-volume inquiries, resolve complex issues, and handle escalations with calm conflict resolution and de-escalation. I’m trusted to maintain strong first-contact resolution and consistent customer outcomes.

I work efficiently in ticketing ecosystems, using Zendesk, Intercom, Freshdesk, and HubSpot CRM to manage tickets and SLA targets. At Ohealth, I reduced response time by 15% and repetitive inquiries by 20% by creating FAQ resources and streamlining support workflows and communication. I also optimize troubleshooting and issue resolution to improve overall workflow efficiency.

Beyond support, I strengthen customer outcomes through lead management and team leadership. As an Assistant Team Lead (Media and Sales), I managed inbound leads and structured follow-ups, increasing conversion rates by 40%. I led and mentored a team of 10+ sales associates and improved lead tracking and communication workflows in collaboration with marketing teams.

Right now, I’m expanding my customer-first approach through content and community work. As a Content & Social Media Manager, I’ve increased engagement by 35%+ and improved reach by 30% using consistent posting, community interaction, and analytics-driven content strategy. I’m seeking a remote customer support or customer success role in an international organization where I can elevate CSAT, retention, and process efficiency.

Experience

Work history, roles, and key accomplishments

Current

Content & Social Media Manager

Current

Rehoboth Crest Homes

Jul 2025 - Present (1 year 1 month)

Managed social media platforms, increasing engagement by 35% through content planning and community management. Handled customer inquiries via social media, WhatsApp, phone, and email. Followed up with prospective clients, scheduled property inspections, maintained CRM records, created lead-generating content, and coordinated with sales teams to improve lead conversion.

Social Media Management Campaign Management Lead Generation

Assistant Team Lead

Assured Way Investment Limited

Mar 2025 - Feb 2026 (11 months)

Managed customer communications via phone, email, and WhatsApp. Conducted cold calls, qualified leads, scheduled appointments, managed lead pipelines, and followed up with prospects. Led and mentored 10+ sales associates, maintained CRM records, supported lead generation, and improved sales workflows, contributing to a 40% increase in lead conversion.

Customer Support Representative

Online Health Telemedicine

Aug 2020 - Jan 2024 (3 years 5 months)

Resolved 50+ daily customer inquiries via phone, email, and live chat using Zendesk and Intercom. Scheduled and followed up on patient appointments, handled billing, account, telemedicine, and technical issues. Improved workflows, reducing response time by 15%, maintained accurate records, and escalated complex issues for timely resolution.

Call Center Representativ

Online Health Telemedicine

Feb 2018 - Sep 2019 (1 year 7 months)

Handled 80–120 daily inbound calls covering billing, technical support, products, and accounts. Followed up on unresolved cases, promoted relevant services, scheduled appointments, maintained CRM records, and resolved complaints professionally. Achieved a 4.5/5 customer satisfaction rating and 95% adherence while collaborating with technical teams to ensure timely resolutions.