Grace Andoya
@graceandoya
Customer Support Specialist blending empathetic care and fast, solution-focused support across remote channels.
NigeriaWhat I'm looking for
I’m a customer support professional delivering empathetic, timely, solution-focused support across email, live chat, phone, and social media. I stay calm under pressure, communicate clearly with diverse users, and resolve issues efficiently while maintaining high customer satisfaction.
In my remote customer support role, I manage multiple conversations and document every interaction in CRM systems for accurate tracking and follow-up. I resolve complaints, payment issues, account concerns, and basic technical problems, escalate complex cases appropriately, and consistently meet service KPIs like response time, resolution time, and CSAT.
Before customer support, I built strong healthcare experience as a Nursing/Medical-Surgical Healthcare Assistant, strengthening my empathy, safety-minded documentation, and cross-team coordination. That care-driven mindset, supported by training and certifications including a Certified Virtual Assistant (ALX Africa), helps me provide thoughtful support even in high-pressure situations.
Experience
Work history, roles, and key accomplishments
Customer Support Representative
Fenris Media Ltd
Oct 2025 - Present (8 months)
Resolved customer inquiries and complaints across email, live chat, phone, and social media, handling payment, account, and basic technical issues. Documented cases in CRM systems, escalated complex problems, and followed up to ensure KPI targets and customer satisfaction.
Healthcare Assistant (Nursing)
Belgravia Home Healthcare
Oct 2024 - Mar 2025 (5 months)
Provided compassionate, patient-centered nursing support in a high-pressure environment, communicating clearly with patients and families. Maintained accurate documentation for compliance, supported scheduling/admin tasks, and ensured continuity of care.
Healthcare Assistant (Medical Unit)
Clemenceau Medical Center
Feb 2022 - Sep 2024 (2 years 7 months)
Assisted patient care delivery on a medical/surgical unit by monitoring patient conditions and recording data in digital systems. Coordinated with multidisciplinary teams, supported procedures safely, and maintained accurate medical documentation.
Customer Care Representative
Philip Morris International
Jan 2019 - Jan 2021 (2 years)
Handled customer inquiries via phone, email, and live chat with professionalism and empathy, resolving complaints and processing orders. Maintained detailed customer records and updated CRM systems while delivering consistent, brand-aligned customer experiences.
Education
Degrees, certifications, and relevant coursework
Miva Open University
Master of Public Administration (MPA), Public Administration
Pursuing a Master of Public Administration (MPA) at Miva Open University, Lagos, with an expected completion in 2026.
Lens Polytechnic
Higher National Diploma (HND), Mass Communication
Completed a Higher National Diploma (HND) in Mass Communication at Lens Polytechnic in 2022.
Yaba College of Technology
National Diploma (ND), Mass Communication
Completed a National Diploma (ND) in Mass Communication at Yaba College of Technology in 2019.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
Interested in hiring Grace?
You can contact Grace and 90k+ other talented remote workers on Himalayas.
Message GraceFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
