Emmanuela Mberede

I am a results-driven Customer Service Professional with over 5 years of experience delivering high-impact support in fast-paced, high-volume environments across fintech, gaming, and hospitality sectors. I specialize in omnichannel support (email, live chat, and phone), CRM management via Zendesk and Jira, and second-level escalation handling, consistently maintaining a 95%+ CSAT score and a 93% first-contact resolution rate.

In my most recent roles at Kaizen Gaming (Betano), I managed 100–120 daily tickets, provided Tier-2 escalation support resolving over 150 complex cases monthly, and collaborated cross-functionally with Product, Risk, and Compliance teams to deliver seamless customer experiences. My escalation tracking through Jira directly improved resolution time by 25%, and my support contributions drove a 15% increase in overall customer satisfaction.

I bring strong process-improvement instincts, I’ve standardized agent scripts, refined QA workflows, and built customer documentation systems that reduce escalations and improve consistency. I am equally comfortable working independently or as part of a distributed support team, and I thrive in remote environments that demand accountability, clear communication, and high attention to detail.

Core competencies include:

∙ Zendesk & Jira (CRM & ticketing)

∙ Omnichannel support: email, live chat, phone

∙ Escalation handling & Tier-2 support

∙ Compliance-aware customer data handling

∙ Cross-functional collaboration (Risk, Product, Compliance)

∙ SLA adherence & KPI-driven performance

∙ Process documentation & agent coaching

If you’re looking for a reliable, experienced customer service professional who can hit the ground running and consistently deliver measurable results, I’m ready to bring that value to your team.