VICTORY EMMANUEL-Nigeria (Remote) - linkedin.com/in/victoryemmanuel
PROFESSIONAL SUMMARY
Customer Service Specialist with 2+ years of remote experience supporting international clients,
primarily in North/south America. Proven track record managing high-volume ticket queues
(avg. 150 tickets/day), resolving complex issues, and driving customer loyalty (NPS > 40). Open
to contractor/EOR engagements for EU & US-based companies; adept at coordinating across
time zones (Nigeria ↔ CET/CEST) and ensuring GDPR-conscious handling of customer data.
Skilled in leveraging Zendesk/Freshdesk, Intercom, Salesforce, Google Sheets pivot reporting,
and Confluence/Notion knowledge bases to optimize service delivery.
EDUCATION
University of Ibadan, Bachelor of Arts in Linguistics
CORE COMPETENCIES & TECHNICAL SKILLS
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Communication Channels: Email support, live chat (Intercom), phone support (Zoom
Phone).
Analytics & Reporting: Zendesk Explore, Google Sheets (pivot tables), basic Tableau.
Soft Skills: Active listening, empathy, conflict resolution, analytical problem-solving,
relationship building, multitasking, attention to detail.
Remote Tools: Slack, Microsoft Teams, Zoom; World Time Buddy for schedule
coordination.
Compliance Awareness: GDPR compliance; understanding of EOR frameworks for
cross-border contracting.
PROFESSIONAL EXPERIENCE
MICAS — Customer Service Representative (Remote)
Nov 2024 – Present
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Managed avg. 150+ tickets/day via Zendesk across email, live chat, and phone;
maintained SLA compliance and high quality.
Guided customers through return/refund processes; collaborated with logistics teams
across time zones to reduce return resolution time by 20%.
Monitored out-of-stock items; proactively suggested alternatives, achieving a 15% upsell
rate.
Tracked ticket metrics using Zendesk Explore and Google Sheets pivot tables; identified
top issue categories and recommended knowledge base updates, reducing repeat
tickets by 12%.
Updated and maintained knowledge base in Confluence, improving self-service adoption
by 25%.
Prime Rate Staffing — Senior Healthcare Recruiter / Customer Service Representative
(Remote)
Nov 2023 – Nov 2024
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Streamlined recruitment workflow using Asana, reducing average hiring cycle by 30%.
Analyzed candidate data in Excel pivot tables; improved quality of hires by 25%.
Screened and matched top healthcare professionals with employers; negotiated
contracts and managed renewals.
Triaged inbound calls and escalations via CRM platform; reduced average
time-to-resolution by 19%.
Maintained net promoter score above 40 through empathetic, timely communication.
Oncall Staffing Solutions — Healthcare Recruiter (Remote)
Mar 2023 – Aug 2023
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Posted job openings on LinkedIn and Facebook; increased candidate pool diversity and
boosted hiring rate by 20%.
Conducted candidate screenings and documented interactions in CRM; ensured prompt
follow-up and high candidate satisfaction.
Responded to facility inquiries and complaints; resolved issues quickly to maintain client
relationships.
Documented recruitment processes in Notion; improved team onboarding and
knowledge sharing.
ADDITIONAL INFORMATION
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Availability: Based in Nigeria (WAT/UTC+1). Available to align with EU & American
business hours. Flexible for early/late meetings.
Contract Preferences: Open to freelance/contractor roles via EOR (e.g., Deel, Remote)
or direct contracting; familiar with invoicing and self-managing tax obligations.
Internet & Workspace: Reliable high-speed internet; dedicated home office setup.
