Summary
Overview
Work History
Education
Skills
Timeline
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PAPA AKWASI AFUM AKUMIA

Accra

Summary

Proactive and detail-oriented virtual assistant with proven success in inbound customer service, live chat support, and SaaS client onboarding. Adept at managing high volumes of customer interactions while maintaining excellent satisfaction ratings. Proven track record of onboarding 60+ new client accounts to a cloud-based platform, with deep experience in remote communication tools and CRM systems. Seeking a full-time, remote role to support businesses in scaling operations through efficient, virtual customer support.

Overview

3
3
years of professional experience

Work History

Freelance Customer Support & Onboarding Specialist

Upwork | SaaS Platform
Remote
02.2024 - Current
  • Provide virtual customer support and onboarding services for SaaS startups across CRM, project management, and productivity platforms including HubSpot, and Trello.
  • Managed live chat, email and ticket-based support for clients using Zendesk with user bases ranging from 100 to 5,000, achieving a CSAT score of 92%+
  • Developed customized training materials and support workflows, reducing onboarding time by 40%
  • Integrated communication tools (Google workspace, Slack, Microsoft teams) into clients ecosystem improving internal team efficiency.

Customer Service Representative (Inbound)

NHS (National Health Service)
Coventry
02.2022 - 10.2023
  • Managing and cordinating calendars for doctors, consultants
  • Inputting patient data into systems like SystmOne or EMIS.
  • Answering patient inquiries by phone, email, or chat in a professional and confidential manner.
  • Organising virtual meetings or clinics via Teams or NHS Attend Anywhere.

Education

Master of Science - Finance And Investment

University of Greenwich
London, UK
06-2021

Participated in Workshops On Team Dynamics

Leadership & Team Management Program
British Council Ghana
05-2024

Digital Customer Experience Training

Standard Chartered Bank - Ghana
05-2019

Skills

  • Customer Service and Chat support
  • SaaS platforms
  • Email and Calendar Management
  • CRM & Ticketing Systems (Zendesk, Hubspot)
  • Virtual Communication (Zoom, Slack, MS Teams)
  • Data entry & Report preparation

Timeline

Freelance Customer Support & Onboarding Specialist

Upwork | SaaS Platform
02.2024 - Current

Customer Service Representative (Inbound)

NHS (National Health Service)
02.2022 - 10.2023

Master of Science - Finance And Investment

University of Greenwich

Participated in Workshops On Team Dynamics

Leadership & Team Management Program

Digital Customer Experience Training

Standard Chartered Bank - Ghana

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