SOPHIA NAA OBOSHIE AYISON
Accra
Summary
Customer Experience Specialist with 3+ years in support and safety across fast-paced tech environments. Skilled in resolving complex issues, improving processes, and driving customer satisfaction. Strong in data analysis, cross-functional collaboration, and mentoring. Committed to delivering impactful, customer-centric solutions.
Overview
3
3
years of professional experience
Work History
Senior Support Specialist – Safety
Bolt Technology ÖU
Accra
06.2022 - Current
- Led high-stakes investigations into rider and driver incidents, using customer insights and behavioral data to develop effective resolutions while maintaining platform safety and trust.
- Acted as the primary escalation point for safety-related customer concerns, consistently resolving complex cases and maintaining KPI targets.
- Designed and maintained structured safety documentation frameworks, improving accessibility and compliance across teams.
- Identified complaint trends through data analysis and implemented proactive measures that reduced repeat incidents by 25%.
- Collaborated with Legal, Operations, and CS leadership to handle high-risk escalations tactfully, ensuring alignment on strategic outcomes.
- Supported training and onboarding of new support team members, sharing best practices on tone, de-escalation, and documentation accuracy.
- Partnered with the Product and Insights teams to advocate for customer pain points, prepare Knowledge base documents, and contribute to product roadmap decisions.
Customer Support Specialist
Bolt Technology ÖU
Accra
11.2021 - 06.2022
- Acted as a liaison between customers and internal departments, ensuring seamless handoffs and prompt resolution of complex queries.
- Proactively followed up on unresolved cases and ensured accurate documentation across touchpoints.
- Handled time-sensitive inquiries, document verification, and technical support, improving first-contact resolution rate.
- Participated in service design workshops and feedback loops with Operations, Product, and CX teams, contributing to updated support workflows.
Education
Bachelor of Science - Biotechnology
Kwame Nkrumah University of Science And Technology
Kumasi05-2021
Skills
- Data analysis (Google sheets , Looker)
- Incident management
- KPI management
- Conflict resolution
- Escalation management
- Defect analysis and resolution
- Safety documentation
- Trend identification
Timeline
Senior Support Specialist – Safety
Bolt Technology ÖU
06.2022 - Current
Customer Support Specialist
Bolt Technology ÖU
11.2021 - 06.2022
Bachelor of Science - Biotechnology
Kwame Nkrumah University of Science And Technology
Similar Profiles
Michelle SoriseMichelle Sorise
Business Development Representative at Bolt On TechnologyBusiness Development Representative at Bolt On Technology
Amina RaidAmina Raid
Account Management Team Lead at Bolt Technology OÜAccount Management Team Lead at Bolt Technology OÜ
Thomas SainsburyThomas Sainsbury
Business Operations Manager at Bolt On TechnologyBusiness Operations Manager at Bolt On Technology