Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Software
Timeline
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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

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

CRM ( Hubspot, Zendesk )

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 -

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SHANE FORSONCustomer Support Representative