CRM ( Hubspot, Zendesk )
SHANE FORSON
Customer Support Representative
Accra
Summary
Customer service support specialist with remote ready experience in CRM, Live chat, ticketing and e-commerce sales. I excel in building client relationships and managing inquiries, ensuring a seamless customer experience. I am available, efficient and flexible to work USA time zones (EST).
Overview
5
5
years of professional experience
2
2
Certificates
Work History
E-commerce Support & Sales Specialist
Craftsnartsdecor (Etsy/E-commerce)
09.2023 - 04.2025
- Delivered live chat and email support via Zendesk, achieving a 40% faster response time and zero unresolved cases or refunds.
- Five-star customer reviews for prompt complaint resolution via Etsy chat and CRM workflows.
- Drove customer retention by executing targeted email campaigns, boosting repeat sales by 25%.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Negotiated four vendor partnerships, cutting procurement costs by 15% while maintaining product quality.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Built strong client relationships through consistent communication and effective problemsolving.
Virtual Executive Assistant
Normandy Group (via Normandy Consult)
08.2021 - 07.2024
- Maintained a professional online presence for executives by managing social media accounts and email correspondence.
- Automated scheduling using calendly, slack and notion, streamlining remote team operations
- Managed executive communication through Microsoft 365 and Google Workspace, ensuring timely responses to 50+ weekly inquiries.
- Created a Notion knowledge base for SOPs, cutting onboarding time by 25%.
- Supported executives in decision-making processes with thorough research and data analysis.
- Enhanced communication between departments by coordinating meetings and sharing relevant information.
- Expedited resolution of issues arising from daily operational activities with prompt attention to detail.
- Reduced expenses through careful budgeting and expense tracking for executive office operations.
- Optimized time management for executives by handling travel arrangements and itineraries.
Customer Service Representative
Social Security and National Insurance Trust, SSNIT ( Ghana Pensions and Trust Scheme )
10.2020 - 07.2021
- Handled an average of 100+ daily outbound/ inbound calls via phone, emails, and live chat using CRM tools, achieving 95% resolution rate and consistent positive feedback
- Launched SMS campaigns (1,000+ members engaged) via hubtel to boosting engagement with key services
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
Master of Arts - Management And Administration
University of Ghana Business School
Accra, Ghana 05.2001 -
Bachelor of Science - Business Administration ( Marketing )
Knustford University College
East Legon, Accra-Ghana 05.2001 -
Skills
Client relations building and management
Customer service support
Live chat and customer onboarding
CRM and ticketing ( Hubspot, Zendesk )
Needs assessment and attention to details
Time management
Inquiry handling
Complaint resolution and problem-solving
Active listening
Call center experience
Remote work flexibility
Technical support collaboration ( slack, notion, google workspace, excel )
Certification
Hubspot
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Do not go where the path may lead, go where there is no path and leave a trail.
Ralph Waldo Emerson
Software
Multichannel communication management
Data analytics
Helpdesk software
Timeline
E-commerce Support & Sales Specialist
Craftsnartsdecor (Etsy/E-commerce)
09.2023 - 04.2025
Virtual Executive Assistant
Normandy Group (via Normandy Consult)
08.2021 - 07.2024
Customer Service Representative
Social Security and National Insurance Trust, SSNIT ( Ghana Pensions and Trust Scheme )
10.2020 - 07.2021
Master of Arts - Management And Administration
University of Ghana Business School
05.2001 -
Bachelor of Science - Business Administration ( Marketing )
Knustford University College
05.2001 -