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Joy Emmanuel-O

@joyemmanuel-o

Customer service representative at Lawcover Insurance who supported clients with policy changes and coordinated underwriting requirements and claims updates.

Nigeria

Message

At Lawcover Insurance, I assisted clients with mid-term changes to their coverage, business details, and staff information. I provided service in line with industry regulations, company policies, Australian insurance standards, and data privacy laws.

I also coordinated between clients and internal teams to clarify underwriting requirements, facilitate claims updates, and follow up on documentation.

At KKON Technologies Limited (FIBER ONE), I provided step-by-step troubleshooting for connectivity issues and followed up on unresolved complaints through resolution within SLA timelines.

At Royal Adiela Ventures, I assisted customers with account updates and communicated by phone, email, and chat. I also explained products and services and collaborated with sales and technical teams to resolve customer issues.

Experience

Work history, roles, and key accomplishments

Customer Support Executive (Australia)

Lawcover Insurance

May 2024 - Mar 2026 (1 year 10 months)

Assisted clients with mid-term changes, such as updating coverage limits, adding staff, or changing business address or contact details. Delivered service in accordance with industry regulations, company policies, and Australian insurance standards and data privacy laws.

Negotiation Follow up Lead Nurturing Workflow Coordination CRM data maintenance Knowledge Based Usage Product Demonstrations Live Chat Escalation Procedures Process documentation Strategic Thinking Business Acumen Customer Segmentation

Customer Support Specialist

KKON Technologies Limited (FIBER ONE)

Dec 2022 - Apr 2024 (1 year 4 months)

Provided step-by-step troubleshooting guidance to customers experiencing connectivity issues, ensuring minimal service disruption and improved user satisfaction. Followed up on unresolved customer complaints to ensure issues were fully resolved within SLA timelines and to maintain strong customer relationships.

Troubleshooting Customer Service SLA Management Complaint Resolution Service Activations Subscription Management

Customer Service Representative

Royal Adiela Ventures

Jan 2021 - Nov 2022 (1 year 10 months)

Assisted customers with account updates, including profile changes, billing corrections, and service modifications in a professional and efficient manner. Maintained strong communication with clients via phone, email, and chat, ensuring clear and consistent information delivery across all channels.

Account Management Communication Skills Phone Support Email Support Live Chat Customer Education Collaboration