Emmanuel Timi

Results-driven Customer Service Support with 3+ years of remote experience across multi-channel support including phone, email, and live chat. Proven ability to troubleshoot issues, document interactions meticulously, and achieve high customer satisfaction. Skilled in collaborating across time zones to support global clients with a proactive mindset for continuous improvement.

Customer Support Representative at Insight Global (2025-08 – 2025-12)

Provided customer support and health program coordination

• Built and maintained professional relationships with team members to aid prompt resolution to customers' requests.
• Prioritized tasks and met performance metrics to deliver high-quality service.
• Managed challenging customer interactions by listening, addressing concerns, providing solutions, and acknowledging feedback.
• Made outbound calls to members regarding annual check-ups and preventive care, ensuring compliance with health programs and promoting member wellness.
• Documented member interactions and maintained records in compliance with HIPAA and company policies.

Customer Service & Sales Support Associate at KOAA Solutions (2025-02 – 2025-08)

Managed multi-channel customer inquiries and sales support operations

• Responded to 120+ inquiries weekly across phone, email, and chat with a 95% professionalism rating.
• Troubleshot routine issues and escalated complex cases to Tier 2/3 with documented notes for seamless handoffs.
• Maintained CRM records for 1,000+ customers, enabling consistent follow-ups and improved retention.
• Processed 300+ monthly orders, upgrades, and refunds with 98% accuracy.
• Delivered step-by-step product guidance to 200+ users monthly, boosting satisfaction by 20%.

Executive & Administrative Assistant at BOSAF Company Ltd (2023-01 – 2025-02)

Coordinated executive operations and administrative support across multiple time zones

• Coordinated 500+ meetings across multiple time zones, ensuring timely information flow.
• Managed workflows for 50+ stakeholders and captured action items in shared trackers.
• Drafted 200+ professional documents and internal communications with high accuracy and clarity.
• Organized 300+ monthly tasks, contributing to a 25% efficiency gain in operations.
• Maintained strict confidentiality with zero compliance breaches while supporting daily operations.

Bachelor of Mass Communication in Mass Communication – University of Lagos