Okorie Mary

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.