1 of 6

CUSTOMER SERVICE

REPRESENTATIVE

EMMANUEL

BIODUN JOHNSON

Customer Service • Administrative & Executive Support • Communications

Professional Portfolio

profjay91@gmail.com | +234 810 551 3003 | Nigeria — Open to Remote / International Roles

2 of 6

ABOUT ME

A Calm, People-First Professional

Customer-focused professional with progressive experience spanning customer service, appointment coordination, account management, and administrative support across international, remote-first teams. Skilled at managing high-volume phone, email, and digital-channel interactions with empathy, accuracy, and speed — while maintaining polished written and verbal communication across cultures and time zones.

​

Proven track record of improving customer satisfaction, retention, and first-contact resolution through strong CRM discipline, active listening, and structured problem-solving. Holds a Certified Customer Service Professional (CCSP) credential and a psychology background that informs a calm, thoughtful approach to every interaction.

6+ Yrs

Customer & Client-Facing Experience

96%

On-Time Project Delivery Rate

CCSP

Certified Customer Service Professional

3 of 6

CORE COMPETENCIES

What I Bring to the Role

1

Customer Care

  • Customer Relationship Management (CRM)
  • CSAT & Retention
  • Complaint & Conflict Resolution
  • First-Contact Resolution (FCR)
  • Active Listening & Empathy

2

Administrative Support

  • Call, Email & Live Chat Handling
  • Appointment & Calendar Scheduling
  • Executive & Admin Support
  • Data Entry & Records Management

3

Communication & Tools

  • Written & Verbal Business Communication
  • Report & Correspondence Drafting
  • HubSpot, Salesforce CRM
  • Microsoft Office & Google Workspace

4 of 6

PROFESSIONAL EXPERIENCE

Customer Service, Coordination & Support Roles

Customer Service Specialist

Feb 2025 – Apr 2026

Callifi — New York, NY, USA (Remote)

  • Managed high-volume inbound/outbound customer interactions via phone, email, and digital channels.
  • Resolved enquiries, complaints, billing, and technical issues using active listening and structured escalation.
  • Practiced First-Contact Resolution (FCR), improving CSAT and customer retention.

Sales & Appointment Development Representative

Jun 2023 – Aug 2024

Mollie B.V. — Amsterdam, Netherlands (Remote)

  • Managed inbound/outbound prospect communication, scheduling qualified meetings for the Account Executive team.
  • Maintained detailed CRM records covering follow-ups, pipelines, and account notes.

Appointment Setting Specialist

Mar 2021 – Dec 2022

Personio SE & Co. KG — Munich, Germany (Remote)

  • Coordinated high-volume scheduling of client calls, discovery sessions, and product demonstrations.
  • Managed a live CRM pipeline of prospect and appointment data to minimise no-shows.

Project Coordinator

Jun 2018 – Nov 2019

Andela — Lagos, Nigeria (Hybrid)

  • Coordinated cross-functional projects from initiation through completion; tracked schedules, budgets, and risks.
  • Delivered 15+ client projects at a 96% on-time completion rate; reduced project delays by 22%.

Freelance Virtual Assistant & Administrative Support

2019 – Present

Independent / Remote Clients (Ongoing)

  • Provide virtual assistance including email correspondence, calendar coordination, and document preparation.
  • Deliver proofreading, editing, and business-writing support with discretion and professionalism.

5 of 6

CERTIFICATIONS & EDUCATION

Credentials & Learning

Certifications & Training

Certified Customer Service Professional (CCSP)

National Customer Service Association — 2025

Virtual and Executive Assistant

IBM SkillsBuild — 2025

Customer Service: Problem Solving & Troubleshooting

NASBA / LinkedIn Learning — 2022

Communication & Marketing (CPE 3.40)

NASBA / LinkedIn Learning — 2022

Microsoft Office Specialist & Google Workspace — Expert

Microsoft — 2022

Customer & Technical Support (Upper-Intermediate)

Alison Online Training — 2018

Education

Bachelor of Science (B.Sc.),

Psychology

Obafemi Awolowo University

Ile-Ife, Nigeria | 2018 – 2024

Languages

English (Fluent — UK & US)

Yoruba (Native)

French (Basic)

6 of 6

Let's Work Together

I'm currently open to new Customer Service, Administrative, and Communications opportunities — remote or on-site.

EMAIL

profjay91@gmail.com

PHONE

+234 810 551 3003

LINKEDIN

linkedin.com/in/johnson-emmanuel-41661223a

LOCATION

Nigeria — open to remote / international roles