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Faith
Customer service manager
Age:
26 years
City of residence:
Sumy
Ready to work:
Remote
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Faith Emmanuel Umo Otong
Revenue Operations & CRM Support Specialist (Remote, Contract)
Email: [open contact info ](look above in the "contact info" section)
LinkedIn: [open contact info ](look above in the "contact info" section)
Portfolio: https://www.canva.com/design/DAG5CrH8h20/bdg0RSQgoPqMqcwUXIny2Q/edit
PROFESSIONAL SUMMARY
Revenue-focused Customer Operations and CRM Specialist with 8+ years of experience
supporting remote businesses, coaches, and service-based brands. Specialized in lead
conversion, CRM optimization, follow-up systems, and client communication workflows that
protect revenue and improve appointment show-up rates. Proven track record of increasing
conversions, reducing response times, improving data accuracy, and strengthening customer
retention in remote-first environments.
Available for contract-based, outcome-driven support.
HOW I HELP CLIENTS IMPROVE CONVERSIONS
I help service-based businesses and coaching brands stop losing qualified leads by improving
speed, structure, and follow-up across their customer journey:
● Speed-to-Lead: Responding to inbound leads within minutes to prevent drop-off
● Lead Qualification: Filtering and prioritizing high-intent prospects before booking
● CRM Accuracy: Maintaining clean pipelines, reliable data, and clear deal stages
● Follow-Up Systems: Implementing reminders and personalized nudges to increase
show-up rates
Results delivered include:
● 20% increase in lead-to-appointment conversion
● Sub-2-minute average response time
● 30% improvement in CRM data accuracy
● 90%+ consultation show-up rates
CORE EXPERTISE
● Revenue Operations & Customer Operations
● CRM Management (HubSpot, GoHighLevel, Zoho, Pipedrive)
● Lead Qualification & Appointment Setting
● Sales Pipeline & Follow-Up Support
● Inbox, Chat & Ticket Management
● Conversion Optimization
● KPI Tracking & Reporting
● Workflow & Process Improvement
PROFESSIONAL EXPERIENCE
Lead Sniper & Chat Manager (Remote)
Influence & Impact Coaching | Sept 2024 – Present
● Increased lead-to-appointment conversion by 20% through improved qualification scripts
and response workflows.
● Reduced average response time to under 2 minutes, improving engagement and funnel
speed.
● Improved CRM data accuracy by 30%, strengthening pipeline visibility and reporting.
● Increased daily qualified leads by 15–18% through proactive chat engagement.
● Achieved 90%+ consultation show-up rates using automated reminders and
personalized follow-ups.
● Supported backend customer operations, including inbox management, scheduling,
analytics tracking, and documentation.
Senior Account Manager & Team Lead
CMTrading, Abuja | Jan 2024 – Jul 2024
● Promoted within three months for exceeding KPIs and consistent performance growth.
● Improved team sales productivity by 15% through coaching, KPI tracking, and process
optimization.
● Increased client engagement by 25% via structured communication and account
nurturing.
● Reduced customer churn by 12% through proactive retention strategies and improved
onboarding.
● Managed high-value client portfolios and supported recurring revenue growth.
Customer Service Representative (Remote)
Market Trends Education | Feb 2023 – Nov 2024
● Managed 40–60 inbound and outbound interactions daily across phone, chat, and email.
● Reduced ticket backlog by 30% through efficient triage and follow-up.
● Resolved most customer issues within 24 hours, improving satisfaction scores.
● Maintained 100% accuracy in CRM data entry and reporting.
TOOLS & TECHNOLOGY
CRM: HubSpot, GoHighLevel, Zoho, Pipedrive
Helpdesk: Freshdesk, Intercom, LiveChat, Zendesk (basic)
Productivity: Google Workspace, Microsoft Office, Notion, Trello
Scheduling: Calendly, Acuity
Communication: Slack, Zoom, WhatsApp Business, Microsoft Teams
EDUCATION & CERTIFICATIONS
BSc. Management & Economics – Sumy State University, Ukraine
Certified Virtual Assistant – ALX (2024)
AVAILABILITY
Available for contract-based revenue operations and CRM support.
Introductory call link available upon request.
Revenue Operations & CRM Support Specialist (Remote, Contract)
Email: [
LinkedIn: [
Portfolio: https://www.canva.com/design/DAG5CrH8h20/bdg0RSQgoPqMqcwUXIny2Q/edit
PROFESSIONAL SUMMARY
Revenue-focused Customer Operations and CRM Specialist with 8+ years of experience
supporting remote businesses, coaches, and service-based brands. Specialized in lead
conversion, CRM optimization, follow-up systems, and client communication workflows that
protect revenue and improve appointment show-up rates. Proven track record of increasing
conversions, reducing response times, improving data accuracy, and strengthening customer
retention in remote-first environments.
Available for contract-based, outcome-driven support.
HOW I HELP CLIENTS IMPROVE CONVERSIONS
I help service-based businesses and coaching brands stop losing qualified leads by improving
speed, structure, and follow-up across their customer journey:
● Speed-to-Lead: Responding to inbound leads within minutes to prevent drop-off
● Lead Qualification: Filtering and prioritizing high-intent prospects before booking
● CRM Accuracy: Maintaining clean pipelines, reliable data, and clear deal stages
● Follow-Up Systems: Implementing reminders and personalized nudges to increase
show-up rates
Results delivered include:
● 20% increase in lead-to-appointment conversion
● Sub-2-minute average response time
● 30% improvement in CRM data accuracy
● 90%+ consultation show-up rates
CORE EXPERTISE
● Revenue Operations & Customer Operations
● CRM Management (HubSpot, GoHighLevel, Zoho, Pipedrive)
● Lead Qualification & Appointment Setting
● Sales Pipeline & Follow-Up Support
● Inbox, Chat & Ticket Management
● Conversion Optimization
● KPI Tracking & Reporting
● Workflow & Process Improvement
PROFESSIONAL EXPERIENCE
Lead Sniper & Chat Manager (Remote)
Influence & Impact Coaching | Sept 2024 – Present
● Increased lead-to-appointment conversion by 20% through improved qualification scripts
and response workflows.
● Reduced average response time to under 2 minutes, improving engagement and funnel
speed.
● Improved CRM data accuracy by 30%, strengthening pipeline visibility and reporting.
● Increased daily qualified leads by 15–18% through proactive chat engagement.
● Achieved 90%+ consultation show-up rates using automated reminders and
personalized follow-ups.
● Supported backend customer operations, including inbox management, scheduling,
analytics tracking, and documentation.
Senior Account Manager & Team Lead
CMTrading, Abuja | Jan 2024 – Jul 2024
● Promoted within three months for exceeding KPIs and consistent performance growth.
● Improved team sales productivity by 15% through coaching, KPI tracking, and process
optimization.
● Increased client engagement by 25% via structured communication and account
nurturing.
● Reduced customer churn by 12% through proactive retention strategies and improved
onboarding.
● Managed high-value client portfolios and supported recurring revenue growth.
Customer Service Representative (Remote)
Market Trends Education | Feb 2023 – Nov 2024
● Managed 40–60 inbound and outbound interactions daily across phone, chat, and email.
● Reduced ticket backlog by 30% through efficient triage and follow-up.
● Resolved most customer issues within 24 hours, improving satisfaction scores.
● Maintained 100% accuracy in CRM data entry and reporting.
TOOLS & TECHNOLOGY
CRM: HubSpot, GoHighLevel, Zoho, Pipedrive
Helpdesk: Freshdesk, Intercom, LiveChat, Zendesk (basic)
Productivity: Google Workspace, Microsoft Office, Notion, Trello
Scheduling: Calendly, Acuity
Communication: Slack, Zoom, WhatsApp Business, Microsoft Teams
EDUCATION & CERTIFICATIONS
BSc. Management & Economics – Sumy State University, Ukraine
Certified Virtual Assistant – ALX (2024)
AVAILABILITY
Available for contract-based revenue operations and CRM support.
Introductory call link available upon request.
More resumes of this candidate
Considering positions: Call Center Representative, Customer support representative
Remote
Higher education · Full-time, part-time
- Team leader, CMTRADING, 7 months
- Chat manager, Influence & Impact Coaching, 1 year 6 months
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The candidate's resume is posted at https://www.work.ua/resumes/17277833/