Gladys Ogwu

OGWU GLADYS PROFESSIONAL SUMMARY Customer Experience and Sales Support Professional with over 5 years of hands-on experience driving customer satisfaction, retention, and sales growth. Proven ability to resolve complex issues, onboard clients efficiently, and optimize CRM systems like Zoho Desk, Freshdesk, HubSpot, and Trello for performance visibility. Experienced in cross-functional collaboration, stakeholder engagement, and creating scalable service systems. Known for increasing customer loyalty, sales conversions, and team productivity through data-driven customer service strategies. CORE COMPETENCIES • Customer Relationship Management (CRM) • Sales Administration & Support • Conflict Resolution & Retention • Performance Metrics & KPIs • Lead Management & Prospect Conversion • Team Coaching & Process Improvement • Multichannel Communication (Phone, Email, Socials) • Digital Tools: Zoho Sales IQ, Freshdesk, HubSpot, Trello, MS Office WORK EXPERIENCE Reliance Health – Customer Support Specialist Jan 2023 – Present • Resolved an average of 60+ client inquiries daily via chat, email, and phone, achieving a 92% customer satisfaction rate. • Leveraged Zoho Sales IQ for instant response and reduced first response time by 30%, boosting engagement and lead conversion. • Educated members on plan benefits, driving improved usage and reducing churn by 15%. • Partnered with sales and tech teams to escalate and resolve Tier-2 issues, enhancing the overall CX workflow. • Drove onboarding efficiency, ensuring new members were activated within 48 hours of sign-up. PFI Financial Services, Lekki Phase 1 Executive Sales Specialist June 2022 – Jan 2023 • Consistently surpassed monthly sales targets by 20-25%, contributing to a quarter-over-quarter revenue growth. • Delivered tailored product consultations, increasing customer loan uptake and product add-ons. • Collaborated with marketing to align lead generation efforts with CRM insights, improving campaign accuracy. • Provided CRM-based insights that shaped customer lifecycle outreach strategies. Customer Service Executive March 2022 – May 2022 • Achieved a 90%+ customer retention rate through proactive engagement and satisfaction follow-ups. • Recognized for increasing upsell opportunities during routine support calls. • Documented all customer interactions using HubSpot CRM, improving service traceability and follow-up compliance. Royal Hugs Empire Surprises, Ikeja – Customer Service Executive July 2020 – Dec 2021 • Increased client base by 30% through outstanding service delivery and personalized experience. • Coordinated across social platforms, email, and in-store to ensure 24-hour response cycles. • Drove loyalty through thoughtful follow-up and resolution management, using Trello to streamline workflows. Technology Distribution Ltd, Lagos – Customer Service Executive Jan 2017 – May 2020 • Enhanced retention by 20% through issue resolution and personalized attention to client needs. • Managed a team target for daily call metrics, consistently exceeding goals by 15%+. • Executed administrative functions to support the sales and tech teams, improving back-office efficiency. Inland Royal Consulting Ltd, Ikorodu – Personal Assistant Feb 2016 – Dec 2016 • Handled confidential scheduling and correspondence for the MD, improving meeting turnaround by 35%. • Improved office documentation processes using digital tracking systems for better operational flow. Ministry of Finance, Lokoja – Administrative Officer (NYSC) Dec 2014 – July 2015 • Drafted and submitted weekly reports with 98% accuracy and zero compliance issues. • Gained quick proficiency in ministry tools and supported senior officers with data compilation and correspondence. EDUCATION Delta State University, Abraka – B.Ed. in Guidance & Counselling Graduated: Feb 2014 CRM & DIGITAL TOOLS CRM Platforms: Zoho Desk, Zoho Sales IQ, HubSpot, Freshdesk Productivity & Collaboration: Trello, MS Office Suite Marketing Channels: Social Media (IG, Facebook), Email, WhatsApp Business