Andrea Mbey

ANDREA CHINYERE MBEY CUSTOMER SUPPORT SPECIALIST PROFILE SUMMARY Customer-focused Support Specialist with proven success delivering seamless service in fast-paced healthcare and e-commerce environments. Skilled in managing high-volume inquiries with empathy and professionalism across email, chat, and social media. Experienced in ticket management, cross team collaboration, and creating efficient knowledge resources to reduce response times and strengthen customer loyalty. SKILLS Customer Support & Communication •​Email & Live Chat Support •​ Complaint Resolution & Ticket Handling •​ Billing, Orders & Account Assistance •​Social Media Customer Support •​Conflict Resolution & Empathy Tools & Platforms •​Intercom •​Zoho Mail, Google sheets •​Google workspace, Microsoft Office •​Slack, Zoom, WhatsApp Business Core Competencies •​ Strong Written & Verbal Communication •​Attention To Detail & Problem Solving •​Remote Work & Team Collaboration •​ Customer Retention & Feedback Analysis •​Conflict Resolution & Empathy EXPERIENCE Thrifts Are Us Instagram/X Customer Support Associate (E-Commerce) 2024 - 2025 DESCRIPTION Women’s fashion brand selling curated thrifted items, from bralettes and corsets to everyday wear. Marketed through Instagram and X(Twitter), with secured payments powered by Flutter wave Key Responsibilities ●​ Delivered end-to-end customer support on over 500 orders monthly through Instagram DMs and email, achieving a 95% customer satisfaction rate based on follow-up surveys. ●​ Oversaw payment processing via Flutter-wave for 1,000+ transactions monthly, ensuring a 99% accuracy rate in transaction verification, handling refunds, and resolving disputes, which maintained a high level of customer trust. ●​ Investigated and resolved issues related to failed or delayed transactions within an average of 24 hours, reviewing the Flutter-wave dashboard for 100+ cases monthly and escalating 10% when necessary. ●​ Maintained detailed order and payment records in Google Sheets for 1,200+ transactions, enabling accurate tracking and reporting that improved order fulfillment speed by 30%. University Of Lagos (Business Administration Department) Support & Data Management Assistant 2023 - 2024 DESCRIPTION Provided high level administrative and customer facing support within the Business Administration Department. Serving as the primary point of contact for students, faculty, and external stakeholders. Key Responsibilities and Achievements: ●​ ●​ ●​ ●​ Delivered end-to-end customer support on over 500 orders monthly through Instagram DMs and email, achieving a 95% customer satisfaction rate based on follow-up surveys. Oversaw payment processing via Flutter--wave for 1,000+ transactions monthly, ensuring a 99% accuracy rate in transaction verification, handling refunds, and resolving disputes, which maintained a high level of customer trust. Investigated and resolved issues related to failed or delayed transactions within an average of 24 hours, reviewing the Flutter-wave dashboard for 100+ cases monthly and escalating 10% when necessary. Maintained detailed order and payment records in Google Sheets for 1,200+ transactions, enabling accurate tracking and reporting that improved order fulfillment speed by 30%. Alpha Dao Solutions Customer Support Specialist 2020 - 2022 DESCRIPTION Initially joined as a Customer Support Specialist, providing exceptional service to users of a cryptocurrency trading platform. Promoted to Customer Support Lead in February 2021 due to outstanding performance in resolving complex client issues and driving team efficiency. Led a team of 8 support agents, overseeing customer success initiatives and enhancing user experience in a high-growth fintech environment. As a customer support Specialist (Mar 2020 - Feb 2021) ●​ Acted as the first point of contact for customers, handling over 300 enquiries and complaints weekly across KYC, withdrawals, transactions, referrals, and account access, achieving a 90% resolution on first contact. ●​ Delivered empathetic, solutions-focused communication, successfully troubleshooting and resolving 80% of issues directly where possible, enhancing customer satisfaction. ●​ Logged, categorized, and tracked tickets in Intercom and internal dashboards for over 1,000 tickets monthly, ensuring smooth escalation to L2 support for 15% of cases when needed. ●​ Utilized multiple internal tools (Intercom, Admin panel, dashboards) to validate customer concerns and provide accurate resolutions, leading to a 25% reduction in average ticket resolution time. As a customer support Lead (Feb 2021 - April 2022) ●​ ●​ ●​ Led and mentored a team of X L1 agents, coaching them on workflows, SLA compliance, and escalation best practices, resulting in a 25% improvement in first contact resolution. Designed and implemented escalation playbooks, cutting misrouted tickets by 40% and standardizing communication with Engineering, Finance, and Compliance teams. Streamlined workflows in Intercom, Admin Panel, and internal dashboards, reducing average resolution time for escalated cases from 24 hours to under 8 hours. EDUCATION University Of Lagos B.Sc. Political Science