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CECILIA GRACE GADU
Customer Support Specialist, Virtual Assistant & Administrative Support
Summary
Customer Support Specialist with experience resolving product, service, and complaint-related inquiries across retail and hospitality environments. Handles CRM and help desk workflows, accurate case documentation, and clear customer follow-up to keep issues moving toward resolution. Supports high-volume service operations with calm communication and consistent customer care.
Overview
10
years of professional experience
Work History
Virtual Assistant Training & Practical Projects
01.2026 - 01.2026
Job overview
- Completed practical training in Virtual Assistance, customer support, administrative coordination, and remote work practices.
- Practiced managing calendars, scheduling appointments, organizing emails, and maintaining digital records.
- Completed customer support simulations using Zendesk and help desk ticket-management workflows.
- Created and organized professional documents, folders, spreadsheets, and digital workspaces using Google Workspace.
- Practiced data entry, research, documentation, reporting, and spreadsheet management.
- Developed practical experience using Google Drive, Google Docs, Google Sheets, Google Calendar, Gmail, Notion, Zoom, and other remote collaboration tools.
- Completed portfolio and professional branding projects demonstrating remote-work readiness and attention to detail.
Melcom
Customer Service Support
01.2024 - 01.2025
Job overview
- Assisted customers with product inquiries, purchases, complaints, and general service requests.
- Provided friendly and professional support while addressing customer concerns and finding appropriate solutions.
- Communicated product and service information clearly to customers across different interactions.
- Assisted with maintaining accurate customer and operational records.
- Worked collaboratively with colleagues to resolve customer issues and improve the overall shopping experience.
- Managed multiple customer requests while maintaining professionalism and attention to detail.
- Supported day to day customer service operations in a high volume retail environment.
Coconut Grove Hotels
Customer Support Executive
01.2016 - 01.2018
Job overview
- Assisted guests and customers with inquiries, requests, reservations, and general service related concerns.
- Responded to customer questions professionally and provided accurate information to ensure a positive customer experience.
- Handled customer complaints and service issues while maintaining a calm, courteous, and solution focused approach.
- Coordinated with relevant departments to follow up on customer requests and ensure timely resolution.
- Maintained accurate customer and service records to support effective communication and follow up.
- Supported daily administrative and customer service activities in a fast paced hospitality environment.
- Built positive customer relationships through effective communication and attentive service.
Education
Accra Institute of Technology (AIT)Ghana
Bachelor of Science from Human Resource Management and IT
05.2001
University Overview
Skills
Customer service & customer support
Customer complaint resolution
CRM & helpdesk management
Zendesk
Freshdesk
Administrative support
Email management
Calendar management
Data entry & documentation
Google Workspace
Accomplishments
Accomplishments
- Successfully handled diverse customer inquiries across
retail and hospitality environments. - Maintained high levels of accuracy while handling
customer information, inventory records, and documentation. - Demonstrated strong ability to manage multiple tasks in
fast paced work environments. - Improved customer experiences through responsive
communication and effective issue resolution. - Developed practical knowledge of CRM, help desk,
administrative, and remote collaboration tools. - Adapted quickly to new systems, workflows, and digital
tools.
Software
Google Workspace (Google Docs, Google Sheets, Google Drive, Gmail, Google Meet, Google Calendar)
Zendesk
Freshdesk
Notion
Trello
Timeline
Virtual Assistant Training & Practical Projects
01.2026 - 01.2026
Customer Service Support
Melcom
01.2024 - 01.2025
Customer Support Executive
Coconut Grove Hotels
01.2016 - 01.2018
Accra Institute of Technology (AIT)
Bachelor of Science from Human Resource Management and IT
05.2001
PROFESSIONAL TRAINING
PROFESSIONAL TRAINING
- Virtual Assistant & Remote Work Training - RemoteHive Academy 2026
- Customer Support & Helpdesk Management
- Zendesk
- Google Workspace
- Calendar Management
- Email Management
- Data Entry & Research
- Notion & Remote Collaboration
- LinkedIn & Professional Branding
ADDITIONAL INFORMATION
ADDITIONAL INFORMATION
- Work Preference: Remote
- Availability: Open to All Time Zones
- Career Focus: Customer Support | Virtual Assistance | Administrative Support | Remote Operations
- Languages: English