Emmanuela Mberede

MBEREDE EMMANUELA ONYINYE Customer Service & Support Operations Professional Lagos, Nigeria | - |-| LinkedIn: linkedin.com/in/emmanuela-mberede PROFESSIONAL SUMMARY Customer Service Professional with 5+ years of experience in high-volume, fast-paced environments across fintech, gaming, and hospitality industries. Proven track record of maintaining 95%+ customer satisfaction (CSAT) scores and 93% first-contact resolution rates. Skilled in omnichannel support including email, phone, and live chat, CRM platforms such as Zendesk and Jira, Tier-2 escalation handling, and cross-functional collaboration with Product, Risk, and Compliance teams. Experienced in back-office operations, process improvement, agent coaching, and compliance-aligned customer data management. SKILLS • • • • • • • • • • • • • Customer Service & Technical Support CRM Platforms: Zendesk, Jira Omnichannel Communication: Email, Phone, Live Chat Escalation Handling & Tier-2 Support Back-Office Operations & Queue Management Cross-Functional Collaboration (Product, Risk, Compliance) SLA Adherence & KPI Tracking Process Improvement & Documentation Customer Retention & Complaint Resolution Affiliate & Partner Management MS Office Suite: Word, Excel, PowerPoint G Suite: Google Docs, Sheets, Forms Attention to Detail & Data Privacy Compliance PROFESSIONAL EXPERIENCE Affiliate Manager | 1Win | Lagos, Nigeria September 2025 – Present • • • • • • • Managed a large network of affiliates and influencers across multiple digital platforms, driving consistent customer acquisition and revenue growth. Increased affiliate-driven revenue by 50% through data-led campaign optimization and strategic partner management. Improved First-Time Depositor (FTD) conversion rate by 40% using segmented promotional offers and optimized conversion funnels. Reduced partner onboarding and activation time by 30% by streamlining launch processes and providing structured onboarding support. Monitored traffic analytics, identified conversion drop-offs, and implemented recovery strategies to maintain consistent growth. Negotiated performance-based commission structures to maximize return on investment and strengthen long-term partner relationships. Collaborated with partners to improve content quality and promotional performance across campaigns. Back-Office Executive | Kaizen Gaming (Betano) | Lagos, Nigeria August 2024 – September 2025 • Provided Tier-2 support to front-line customer service agents, resolving 150+ escalated tickets monthly and reducing resolution escalations. • • • • • • Improved average resolution time by 25% through structured Jira escalation tracking and proactive crossdepartmental follow-up. Contributed to a 15% increase in overall CSAT scores by delivering timely and accurate second-level support. Escalated and tracked complex customer issues via Jira, enabling efficient collaboration across Product, Risk, and Compliance departments. Monitored operational queues to ensure efficient workload balancing and timely handling of high-priority customer cases. Managed sensitive customer data in strict adherence to confidentiality standards and regulatory compliance guidelines. Responded to email, phone, and live chat inquiries as needed to ensure continuity of customer support operations. Key Achievements: • Improved resolution time by 25% by efficiently escalating and tracking complex customer issues via Jira, ensuring timely follow-up across departments. • Provided second-level support to front-line agents, resolving over 150 escalated tickets monthly, which contributed to a 15% increase in overall customer satisfaction (CSAT). Customer Service Executive | Kaizen Gaming (Betano) | Lagos, Nigeria March 2023 – August 2024 • • • • • • Resolved 100 to 120 daily tickets via Zendesk covering product configuration, reporting discrepancies, and API-related issues, maintaining 95%+ CSAT. Achieved a 93% first-contact resolution (FCR) rate across all support interactions. Acted as internal Tier-2 escalation point, resolving over 90% of escalated tickets without further escalation. Escalated complex issues via Jira and coordinated with multiple teams to ensure efficient and timely end-toend resolution. Maintained and managed customer records and databases, ensuring accuracy and full compliance with data governance standards. Delivered proactive solutions to customer complaints, improving satisfaction and retention outcomes for high-value accounts. Key Achievements: • Maintained 95%+ CSAT and 93% first-contact resolution rate across 100–120 daily tickets, consistently exceeding team benchmarks. • Resolved over 90% of Tier-2 escalations independently, significantly reducing escalation load and improving high-impact customer retention outcomes. Customer Relations Officer | Patricia Technologies | Lagos, Nigeria June 2020 – May 2022 • • • • Managed customer support operations via Zendesk and live chat platforms, maintaining detailed logs of complaints, resolutions, and satisfaction scores. Responded to product and service inquiries, identifying upselling opportunities to support business growth. Logged all customer interactions and solutions into the internal CRM database, ensuring accurate and upto-date records. Answered customer requests relating to products, services, and company information in a timely and professional manner. Customer Care Representative | Nairabet | Lagos, Nigeria June 2018 – June 2019 • • Handled high volumes of technical and account-related customer inquiries, resolving 90% of cases within SLA. Evaluated and improved agent support documentation and scripts, standardizing procedures and reducing escalation rates. • Collaborated with the QA team to refine resolution workflows and improve response consistency across the support team. School Administrative Officer | Bowine International School | Lagos, Nigeria June 2019 – June 2020 • • • Served as liaison between parents, students, and school management, facilitating communication and resolving concerns. Prepared reports, managed filing systems, and handled administrative documentation accurately and confidentially. Oversaw office operations, resource utilization, and supported HR recruitment planning activities. EDUCATION Bachelor of Agriculture University of Ilorin, Kwara State April 2018 CERTIFICATIONS • • • Certificate of National Service – NYSC Customer Experience Fundamentals – Alison & Udemy Project Management – Google REFERENCES Available upon request.