Open to opportunities

mailyn Andrea

@mailynandrea

Customer Support Specialist focused on dispute resolution, escalations, and KPI-driven service that boosts satisfaction.

Zimbabwe

Message

What I'm looking for

I’m looking for a KPI-driven customer support role where I can own escalations and disputes, coach teams with real-time guidance, and use Zendesk/Salesforce to strengthen SLA compliance and customer satisfaction.

I’m a results-driven Customer Support Specialist specializing in dispute resolution, escalation handling, and multi-channel customer support. I’ve built strong outcomes by maintaining high quality standards, meeting SLA targets, and resolving complex issues with empathy and professionalism.

In my most recent roles, I provided SME floor support with real-time guidance, handled escalations, and ensured resolutions followed internal policies—maintaining 95% quality and accuracy. Previously, I reduced escalations by 20% through effective coaching and real-time support, and consistently delivered 95% customer satisfaction while managing 50+ cases daily across phone, live chat, email, and ticketing systems.

Experience

Work history, roles, and key accomplishments

Dispute Resolution Specialist

Concentrix

Aug 2025 - Feb 2026 (6 months)

Provided SME floor support with escalations and real-time guidance, maintaining documentation and meeting productivity deadlines. Resolved disputes in compliance with internal policies and upheld 95% quality and accuracy standards while improving workflow efficiency and case handling.

Dispute Resolution Escalation Management Customer Support Quality Assurance Documentation Zendesk Salesforce CRM Ticketing Workflows

Subject Matter Expert (SME)

SSG

Aug 2023 - Aug 2024 (1 year)

Supported daily call center operations by providing real-time guidance, coaching, and escalation support to customer service agents. Reduced escalations by 20% through targeted coaching and contributed to improved team performance, quality standards, and customer retention.

Escalation Handling Call Center Operations Customer Retention Zendesk Salesforce Customer Satisfaction

Technical Support Specialist

RingCentral

Feb 2022 - Aug 2023 (1 year 6 months)

Delivered technical support for enterprise clients by troubleshooting business phone systems and connectivity issues. Provisioned desk phones, optimized queue settings, and improved call flow operations with efficient, customer-focused technical guidance.

Technical Support Troubleshooting Connectivity Diagnostics Desk Phone Provisioning Customer Support CRM Ticketing Workflows

Multi-Channel Support Specialist

Hyphen Customer Support

Dec 2020 - Feb 2022 (1 year 2 months)

Provided multi-channel customer support (phone, live chat, email, and ticketing) while resolving 50+ cases daily. Achieved 95% customer satisfaction by delivering timely resolutions, accurately processing transactions, and maintaining strong customer relationships through active listening.

Ticketing Systems Customer Satisfaction Case Management Transaction Processing Active Listening CRM Ticket Workflows Time Management Multitasking