Andrew Emaye

Empathetic and detail-driven Customer Support Specialist with 9+ years of experience supporting global users across digital platforms, payments, and account systems in high-volume environments. Proven expertise in resolving transaction, billing, and platform issues through chat, email, and voice channels while meeting strict SLA targets. Skilled in CRM tools (Salesforce, Jira), escalation management, and cross-functional collaboration to restore user trust and ensure service continuity.

Adept at troubleshooting complex cases, guiding users through digital processes, and delivering secure, compliant support in fast-paced remote teams.

Guest Experience Supervisor (Customer Support) at Marriott International (2021-03 – Present)

• Provide multi-channel support to international customers across booking and payment platforms, maintaining 95% satisfaction.
• Resolve complex account, transaction, and service issues using Salesforce while ensuring SLA compliance.
• Investigate recurring platform and payment-related concerns, reducing escalation turnaround time by 30%.
• Coordinate with technical and operations teams to restore services and prevent repeat issues.
• Monitor case trends and implement workflow improvements that increased team productivity by 20%.
• Train and mentor 30+ support agents on systems, policies, and customer communication standards.

Assistant Supervisor – Customer Support at Radisson Blu Anchorage Hotel (2017-07 – 2021-03)

• Delivered real-time customer support across chat and voice channels for booking, billing, and account requests.
• Managed CRM case documentation and escalation follow-through to ensure timely resolution.
• Supported automation initiatives that reduced response time by 25% and improved service accuracy.
• Conducted team coaching sessions on proactive issue resolution and service consistency.

Call Center Agent (Tier-2 Support) at MTN Nigeria (2014-09 – 2016-03)

• Resolved customer account, billing, and transaction issues across telecom service platforms with 98% accuracy.
• Handled high-volume technical and payment-related inquiries while meeting strict SLA targets.
• Diagnosed service and system errors and guided users through resolution steps.
• Recognized for top QA performance and strong customer retention outcomes.

Training in Virtual Assistant Training – ALX (2022 – 2023)

HND in Computer Science – The Polytechnic, Ibadan (2014 – 2016)

ND in Computer Science – Crown Polytechnic, Ado-Ekiti (2010 – 2012)