Timothy Wala

I’m a Customer Support Lead with over three years of experience supporting executives and operations teams in high-pressure, remote-friendly environments. I’ve built a reputation for bridging technical troubleshooting and high-touch client relations to keep distributed teams aligned. In my current role at Dansaf Logistics, I spearhead client-to-clearing-agent liaison work and re-engineer inquiry resolution workflows to achieve a 94% first-response satisfaction rate. I’ve optimized import/export documentation verification, improved shipment transparency, and implemented automated communication templates—reducing service disruptions by up to 36% through proactive system maintenance. Previously as an Executive Assistant for the County Government of Kakamega, I maintained 98–100% data accuracy using dual-verification processes and resolved technical/system issues for 30–50 staff to reduce repeat support requests by 34%. I’m now focused on applying CRM administration, technical user support, and workflow streamlining in a Senior Virtual Assistant or Technical Support Specialist role.