Mercy Okoro Ebere

Mercy Okoro Ebere Location: Remote (GMT +1) CUSTOMER SUPPORT SPECIALIST Professional Summary Customer Support Specialist with 5+ years of experience providing high-quality support via live chat,inbox organization, and phone. Skilled in troubleshooting technical issues, ticket management, and escalation handling while maintaining a 98% CSAT across high-volume environments (5,000+ monthly tickets). Proficient in Zendesk, Intercom, Freshdesk, and HubSpot with a strong ability to create self-service resources that reduce support volume. Known for combining empathy with problem-solving to deliver seamless customer experiences, improve retention, and drive operational efficiency. Experienced in remote-first, SaaS-driven environments with a proven record of reducing churn and response times Key Achievements ●​ Achieved 98% CSAT across 5,000+ monthly support tickets. ●​ Reduced customer churn by 20%, protecting $280K ARR. ●​ Improved first-contact resolution to 85% by strengthening troubleshooting and escalation processes. ●​ Authored 50+ knowledge base articles, reducing inbound support volume by 35%. ●​ Cut onboarding time by 87% (3 days → 4 hours) through automation. ●​ Reduced average response time by 42% (15 → 8.7 minutes) with optimized tools integration. Core Skills ●​ Live Chat, Inbox Organization, and Phone Support ●​ ●​ ●​ ●​ ●​ ●​ ●​ Troubleshooting and Technical Support Customer Retention and CSAT Optimization Ticket Management and Escalation Handling SaaS Tools: Zendesk, Intercom, Freshdesk, HelpScout CRM: HubSpot, Gainsight, ChurnZero Knowledge Base Creation and Self-Service Support Remote Team Collaboration (Slack, Zoom, Asana, Trello, ClickUp) Professional Experience Customer Support Specialist | Victorious Trendy (Remote)​ 2023 – Present ●​ Handled 5,000+ global support tickets monthly across chat, inbox organisation, and phone. ●​ Maintained 98% customer satisfaction score (CSAT). ●​ Authored 50+ knowledge base articles to reduce inbound ticket volume by 35%. ●​ Automated onboarding with Zapier, reducing setup time from 3 days to 4 hours. ●​ Resolved customer escalations with empathy and technical troubleshooting, achieving 85% first-contact resolution. Customer Operations Associate & Project Coordinator | Secure ID (Hybrid)​ 2021 – 2023 ●​ ●​ ●​ ●​ Integrated Intercom and HubSpot, reducing average response times by 42%. Launched AI chatbot to manage Tier-1 queries, saving 120+ agent hours per month. Supported account setup, login troubleshooting, and customer onboarding issues. Collaborated with product teams to streamline onboarding across 3 product lines. Virtual Assistant & Customer Success Associate | Freelance (Remote)​ 2018 – 2021 ●​ ●​ ●​ ●​ ●​ Delivered customer support services for clients in the US, UK, and Canada. Provided CRM management, scheduling, and customer communication. Resolved Tier-1 technical issues such as password resets and access errors. Maintained 90% client retention rate through proactive relationship management. Created process documentation and FAQ guides, improving efficiency by 30%. Education & Certifications ●​ ●​ ●​ ●​ ●​ Bachelor’s Degree – Business Administration- Zendesk Administrator Professional – In Progress 2025 Certified Customer Success Professional (CCSP) – 2024 Gainsight – Customer Success Leadership Certificate Customer Relationship Management Technical and Remote Work Expertise ●​ ●​ ●​ ●​ Basic IT Troubleshooting (login issues, connectivity, software setup) Documented SOPs and workflow optimization Data security and compliance awareness Remote-first communication using Slack, Zoom, and Notion