Eme Gloria
Summary
Dedicated Customer Service professional resolving 70+ inbound calls and emails daily through centralized ticketing systems while maintaining data accuracy across multiple CRM and operating platforms. Skilled in processing high-volume account transactions, auditing records for accuracy, and meeting Service Level Agreements (SLAs) in fast-paced, remote environments. Reliable, detail-driven, and committed to delivering member-focused support aligned with organizational values.
Overview
7
7
years of professional experience
Work History
Customer Service
Essilor of America
REMOTE, TX
02.2022 - Current
- Resolved 70+ inbound calls and emails daily in a high-volume environment, achieving first contact resolution (FCR) in accordance with company policies and procedures
- Escalated priority issues promptly to minimize resolution delays and collaborated with internal teams to enhance service delivery, supporting measurable improvements in departmental quality KPIs
- Maintained accurate customer records in CRM software for every interaction, ensuring data integrity, compliance, and seamless handoffs across the team
Client Support Specialist
Arise
REMOTE, TX
01.2020 - 01.2022
- Managed customer accounts through proactive engagement in a fully remote environment, driving a 15% increase in upsell opportunities
- Held individual accountability for Quality and Productivity KPIs, consistently meeting performance targets while working independently
- Maintained accurate CRM records across every account touchpoint, ensuring continuity and transparency in line with department policies and procedures
Scrum Master Trainee
Knowledgehut
REMOTE, TX
09.2019 - 12.2019
- Facilitated team ceremonies and worked with Product Owners on backlog management to ensure timely delivery of committed work
- Ensured 100% of inter-team risks, impediments, and blockers were identified, communicated, and resolved, with metrics tracked and reported accurately
Education
BSc - COMPUTER SCIENCE
LAUTECH
Nigeria01-2008
Skills
Customer Relationship Management (CRM)
Ticketing Systems
Case Management Systems
Service Level Agreement (SLA) Adherence Account Data Auditing & Maintenance Transaction Processing
Multi-System Navigation
Remote & Independent Work
Issue Escalation & Resolution
Cross-Functional Collaboration
Policy & Procedure Compliance
Multichannel Support (Phone, Email, Chat)
Continuous Process Improvement
Fast-Paced Environment
Timeline
Customer Service
Essilor of America
02.2022 - Current
Client Support Specialist
Arise
01.2020 - 01.2022
Scrum Master Trainee
Knowledgehut
09.2019 - 12.2019
BSc - COMPUTER SCIENCE
LAUTECH