Mercy Okoro Ebere

Mercy Okoro Ebere Customer Support & Sales Specialist 📧-| 🌍 Remote (GMT+1) | 🔗linkedin.com/in/mercy-okoro-ebe Professional Summary Dynamic Customer Support & Sales Specialist with 5+ years of experience driving customer satisfaction, retention, and revenue growth across SaaS, fintech, and regulated industries. Skilled in handling high-volume inquiries (5,000+ monthly), converting leads into paying customers, and building long-term relationships through consultative selling. Proven ability to upsell/cross-sell services, cold calling,confirm and schedule client appointments, and align customer success with sales growth. Proficient in HubSpot, Salesforce, Zendesk, and Freshdesk. Key Achievements Delivered 98% CSAT across 5,000+ monthly tickets while contributing to 20% churn reduction, safeguarding $280K ARR. Successfully upsold and cross-sold services, increasing client adoption by 15% YoY. Achieved 30% higher appointment show-up rate by confirming and nurturing leads across phone, email, and chat. Authored 50+ knowledge base articles, reducing inbound volume by 35%. Cut onboarding time by 87% (3 days → 4 hours) with automated workflows. Core Competencies Sales Development (Lead Qualification, Appointment Setting, Cold Outreach) Multi-channel Support (Live Chat, Email, Phone, Social) Customer Success & Retention Strategies Upselling & Cross-Selling (B2B & B2C) CRM & Tools: HubSpot, Salesforce, Zendesk, Intercom, Freshdesk Compliance & Data Protection (KYC, GDPR) Remote Collaboration (Slack, Zoom, Asana, ClickUp) Professional Experience Customer Support & Sales Specialist | Victorious Trendy (Remote) 2023 – Present Handled 5,000+ inquiries monthly across phone, chat, and email, maintaining a 98% CSAT. Implemented sales-focused onboarding flows, improving customer adoption and reducing churn. Conducted product demos and upsell campaigns, increasing customer lifetime value. Confirmed and scheduled 200+ client appointments monthly, improving conversion rates. Customer Service Representative & Sales Coordinator | Secure ID (Hybrid) 2021 – 2023 Supported sales teams by qualifying leads and ensuring seamless handover to account managers. Partnered with sales to track pipeline in HubSpot CRM, improving follow-up efficiency by 35%. Handled onboarding and technical troubleshooting for regulated financial products. Virtual Assistant & Customer Support | Freelance (Remote) 2018 – 2021 Delivered multi-channel support and appointment setting for US, UK, and Canadian clients. Managed client CRM systems to schedule demos, confirm meetings, and follow up on leads. Maintained a 90% client retention rate through proactive communication and support. Assisted clients with email campaigns and sales outreach, driving increased engagement. Education & Certifications Bachelor’s Degree – Business Administration -) Certified Customer Success Professional (CCSP) – 2024 Zendesk Administrator Professional – In Progress (2025) Gainsight – Customer Success Leadership Certificate Customer Relationship Management Certification Technical & Remote Skills SaaS Troubleshooting (login issues, connectivity, setup) Data Security Awareness (KYC, GDPR basics) Knowledge Base & SOP Documentation Remote-first Tools: Slack, Zoom, Notion, Trello, Asana