Faith

Faith Emmanuel Umo Otong​
Revenue Operations & CRM Support Specialist (Remote, Contract)

Email: [відкрити контакти](див. вище в блоці «контактна інформація»)

LinkedIn: [відкрити контакти](див. вище в блоці «контактна інформація»)

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.