Mercy Ngwoke

CEO

Nsukka, Enugu State, Nigeria4 yrs 7 mos experience

Key Highlights

  • Expert in building structured systems for startups
  • Proven track record in customer support optimization
  • Skilled in AI-powered content automation
Stackforce AI infers this person is a SaaS operations and customer support specialist with a focus on startups.

Contact

Skills

Core Skills

Customer Relationship Management (crm)Analytical SkillsMarket ResearchVideo EditingTeam LeadershipCustomer Service

Other Skills

Appointment SchedulingCommunicationCustomer SatisfactionResearch SkillsSearch Engine Optimization (SEO)Business ResearchProblem SolvingSupport ManagementOnline SupportCoordinating MeetingsAdministrative AssistanceCustomer InteractionCustomer ExperienceEmpathy & active listeningAutomation

About

Founders don’t burn out because they lack vision. They burn out because operations, customer support, and communication all demand attention at once. That’s where I step in. I help startup founders reclaim time and mental clarity by building structured systems around operations, CRM management, customer support workflows, and AI-powered content automation. When I’m inside your business, things move. Nothing gets lost. Nothing waits. Nothing relies solely on you. ## What I Handle ### 🔹 Executive & Operations Support Inbox management, calendar coordination, follow-ups, documentation, SOP creation, CRM organization, lead tracking, and workflow automation. I turn scattered processes into structured systems that reduce manual work and increase accountability. ### 🔹 Customer Support Systems Email support, live chat support, ticket management, order entry, CRM updates, and support documentation. I don’t just answer messages. I identify patterns, reduce repetitive tickets, improve response time, and create clearer support processes. Result: * Faster response times * Fewer escalations * Better customer experience * Reduced founder involvement ### 🔹 AI Workflow & Video Content Support I design AI-powered video prompts, scripts, onboarding walkthroughs, and product explanation content for startups in health, ecommerce, and tech. This improves: * Customer onboarding * Product understanding * Conversion rates * Brand consistency All content is structured to sound human, strategic, and conversion-focused not robotic. ## What This Means for You • Clearer operations • Organized CRM & lead pipelines • Consistent follow-ups • Stronger customer retention • Faster onboarding • Reduced support load • Reclaimed time (20–35+ hours weekly) • Peace of mind knowing things are handled You stop worrying about: “Did we reply?” “Did we follow up?” “Did that lead get updated?” “Is support under control?” Because it is. I work best with startup founders who want reliable execution, structured systems, and proactive support not someone they have to micromanage. 📍 Remote 💼 Available on Upwork 🤝 Open to startup founders & scaling teams

Experience

Silverlight research group

Market Research Analyst

Sep 2025Oct 2025 · 1 mo · United Kingdom · Remote

  • Design and conduct qualitative and quantitative research to uncover market trends and customer needs.
  • Analyze data using statistical tools, market research software, and advanced Excel techniques.
  • Monitor competitor activity and industry developments to identify opportunities and threats.
  • Present insights and recommendations in clear, compelling reports and presentations for stakeholders.
  • Collaborate across marketing, sales, and product teams to align strategies with market realities.
Search Engine Optimization (SEO)Business ResearchMarket ResearchCommunicationProblem SolvingResearch Skills+1

Academic advisory network

University Outreach Recruiter

Jun 2025Dec 2025 · 6 mos · United States · Remote

Gaotek inc.

Intern (Video editing squad leader)

May 2025Oct 2025 · 5 mos · United States · Remote

  • 🔹 Squad Leader – Video Editing Internship
  • As a Squad Leader, I am responsible for both creative execution and team coordination during our internship project. My key roles included:
  • Video Editing
  • Edited raw footage into polished videos using tools like Canva
  • Added transitions, text overlays, music, and effects to enhance storytelling
  • Ensured video content aligned with brand style and message
  • Team Leadership
  • Led a team of fellow interns — assigning tasks, tracking progress, and ensuring timely delivery
  • Facilitated team check-ins, offered support, and encouraged collaboration
  • Resolved creative conflicts and ensured a smooth workflow
  • Quality Control & Feedback
  • Reviewed final videos for clarity, pacing, and visual appeal
  • Gave and received constructive feedback to maintain consistent quality
  • Creative Input
  • Brainstormed content ideas and contributed to storyboarding
  • Helped improve scripts and visual concepts for better audience engagement
Analytical SkillsProblem SolvingSupport ManagementOnline SupportCoordinating MeetingsCommunication+4

Swifmed pharmacy and health care stores

General Manager

Jan 2025Feb 2026 · 1 yr 1 mo · Nigeria · On-site

  • Collaborate with pharmacists to train and develop staff members, fostering teamwork and maintaining a productive work environment.
  • Oversee inventory management to ensure consistent availability of medications and supplies.
  • Analyze sales data to optimize pricing strategies, promotions, and overall profitability.
  • Work with healthcare providers to ensure proper patient care, as well as building relationships with suppliers and vendors for optimal purchasing.
Appointment SchedulingCommunicationAnalytical SkillsCustomer SatisfactionResearch SkillsCustomer Service+1

Digital witch support community

Virtual Assistant

Jan 2024May 2025 · 1 yr 4 mos · Nigeria · Remote

  • Handled email correspondence, data entry, and document preparation, ensuring timely and accurate communication.
  • Provided remote support using various tools and software to ensure smooth daily operations.
  • Utilized CRM software to manage member information, track interactions, and maintain an organized database.
  • Coordinated with different departments to facilitate the smooth flow of information and tasks.
  • Offered technical support to members, troubleshooting common issues and providing guidance on using community platforms.

Anison valencia hotel and suites

Kitchen Assistant

Sep 2023Jan 2024 · 4 mos · Nsukka, Enugu State, Nigeria · On-site

  • Assisted cooks prepare food while making sure safety and hygienic regulations were followed
  • Kept the kitchen spaces hygienic and clean while adhering to HACCP regulations
  • Supervised food supply inventory and storage, reducing waste and maximizing effectiveness
  • Conducted regular checks to verify that cleanliness and hygiene regulations were being followed in the areas used for food preparation
  • Watched over how food was handled and stored to avoid contamination and foodborne illnesses
  • Gave kitchen employees instruction and direction on appropriate food safety and sanitation practices
  • Helped to create plans for hazard analysis and critical control points (HACCP) to reduce the hazards of food safety.

Health center

Vaccinator

Oct 2021Dec 2022 · 1 yr 2 mos · Nsukka Enugu Nigeria · On-site

  • Engaged in immunization drives with the goal of giving children in underprivileged areas the polio vaccine
  • Fclinic's administration and logistics
  • Dispelled myths and worries whiltion and planning.
  • Managed administrative tasks such as scheduling, record-keeping, and budgeting for program success.
  • Coordinated volunteer training sessions to ensure consistent delivery of services across teams.
  • Guided troubled individuals to tools and resources necessary for healing.
  • Tutored at various competency levels to help people with reading, math and writing skills.
  • Communicated with staff members to stay informed about volunteer opportunities and events.
  • Provided exceptional support for event management tasks, resulting in smoothly executed functions that exceeded expectations.
  • Assisted with special events and programs.
  • Maintained clean, neat, and operational facilities to serve program needs.
  • Supported engaging, fun, and smooth-running events by helping with organization and planning.
  • Used strong interpersonal communication skills to convey information to others.
CommunicationAnalytical SkillsCustomer SatisfactionCustomer InteractionCustomer ExperienceCustomer Service

Golden valley hotel

Front Desk Receptionist

Jul 2019Sep 2022 · 3 yrs 2 mos · Enugu State, Nigeria · On-site

  • Receptionist
  • Golden Valley Hotel and Suites, Nsukka
  • 2019- 2022
  • Managed phone calls, emails, and in-person inquiries with professionalism and efficiency
  • Provided exceptional customer service, ensuring high customer satisfaction
  • Coordinated appointments, meetings, and events with precision
  • Demonstrated strong organizational skills, maintaining accurate records and files
  • Bartender
  • VIP bar, Nsukka
  • 2016- 2019
  • Developed strong relationships with regular customers, increasing repeat business
  • Managed cash handling, operated Point of Sale systems, and maintained inventory
  • Collaborated with team members to ensure seamless service during peak hours
  • Polio Immunization Campaign
  • Health Center.
  • Participated in a community-wide campaign to provide polio immunizations to children, guaranteeing widespread coverage and awareness. Engaged with neighborhood people to educate them on the necessity of polio immunization, effectively addressing their concerns and queries. Worked with healthcare professionals and other volunteers to plan and carry out immunization drives in various communities. Maintaining accurate records of vaccinated individuals and reporting results to campaign managers.
  • Ensured a positive experience for parents and children during the immunization procedure by offering reassurance and assistance. Assisting with the setup and deconstruction of vaccination sites to ensure a clean and safe environment. Follow-up

Education

College of Nursing Sciences and Health Technology

Higher National Diploma — Environmental Health

Sep 2019Jul 2023

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