Mercy Okoro Ebere

MERCY OKORO EBERE REMOTE CUSTOMER SUPPORT & LEAD GENERATION SPECIALIST | SALES OPERATIONS REMOTE | GMT +1 PROFESSIONAL SUMMARY Results-driven Sales Specialist and Customer Support Professional with 5+ years of remote experience supporting US-based businesses across e-commerce, SaaS, and service industries. Strong background in inbound and outbound sales, lead qualification, appointment setting, and conversion-focused customer communication via calls, chats, emails, and social DMs. Proven ability to exceed KPIs, improve customer retention, and support revenue growth while maintaining exceptional customer satisfaction. KEY ACHIEVEMENTS & SALES IMPACT • Maintained 98% customer satisfaction while handling 5,000+ monthly customer interactions (calls, chats, DMs, and emails). • Increased appointment attendance by 30% through structured follow-ups and lead nurturing. • Converted inbound leads from ads and social media into 200+ booked appointments monthly. • Reduced customer churn by 20% using proactive engagement and objection handling. • Improved response time by 87% through CRM workflows and automation. • Supported sales and marketing campaigns that improved conversion rates and customer lifetime value. CORE SALES & SUPPORT SKILLS • Lead Generation • Inbound & Outbound Sales • Appointment Setting • Objection Handling • Upselling & Cross-selling • Customer Retention • CRM Management • Follow-ups & Pipeline Management • Text-Based & Voice Support • Conversion Optimization • Sales Reporting & KPI Tracking • Remote Team Collaboration TOOLS & SYSTEMS CRM & Sales: HubSpot | GoHighLevel | Zendesk | Intercom | Salesforce Project & Team Tools: Google Workspace | Notion | Asana | ClickUp | Trello Automation & Lead Gen: Zapier | PhantomBuster | Apollo | Lemlist | GetProspect | ContactOut Design & Marketing: Canva | Meta Business Suite PROFESSIONAL EXPERIENCE Customer Support & Sales Specialist Victorious Trendy – Remote | 2024 – Present • Managed 200+ inbound/outbound sales calls daily across calls, chats, emails, and DMs, maintaining 98% CSAT in a fast-paced, KPI-driven environment • Leveraged PhantomBuster and Apollo to automate LinkedIn lead scraping, generating 200+ qualified leads monthly • Managed CRM workflows in HubSpot and GoHighLevel to track leads, appointments, and conversions • Qualified inbound leads from paid ads and social channels, handling objections and converting prospects into booked sales calls • Scheduled and followed up on 200+ appointments monthly, increasing show-up rates and supporting higher close percentages • Collaborated with marketing teams to align messaging with active campaigns • Managed workflow using time-tracking and productivity tools in a fully remote setup Sales Support Specialist | Lead Generation & Appointment Setter Freelance – Remote | 2022 – 2024 • Conducted high-volume inbound and outbound prospecting via cold calls, warm calls, emails, LinkedIn, and social messaging to consistently feed the sales pipeline. • Engaged prospects from online campaigns, executed persuasive call and message scripts, and converted inquiries into booked discovery and sales calls. • Managed structured follow-ups, callbacks, reminders, and re-engagement sequences to keep pipelines active and deals moving forward. •Leveraged Lemlist, GetProspect, and ContactOut to generate and qualify leads efficiently • Supported closing teams by pre-qualifying leads and maintaining detailed CRM notes. • Assisted with sales scripts, outreach messaging, and response templates. • Improved pipeline efficiency by 35% through consistent follow-ups and lead tracking. Customer Support & Sales Operations Coordinator Secure ID – Hybrid | 2021 – 2022 • Handled inbound sales inquiries from website chat, phone, social platforms, and ad campaigns, acting as first point of contact for lead qualification. • Supported closing teams by qualifying leads, updating CRM records in real time, and tracking prospects through each stage of the sales funnel. • Assisted with onboarding new customers and addressing post-sale support needs. • Implemented chatbots and response templates, saving 120+ agent hours monthly. • Maintained compliance and brand standards across regulated product lines. EDUCATION & CERTIFICATIONS B.Sc. Business Administration (2016 – 2020) Certified Customer Success Professional (CCSP) – 2024 CRM Certification In-Demand IT Skills Certification Zendesk Administrator Professional (In Progress) Gainsight Customer Success Leadership Certificate (In Progress) Cloud Security | DevOps (In Progress)