Steffi Quaye
Accra
Summary
Results-driven Customer Support Specialist with over 5 years of progressive experience delivering exceptional technical and retail support across diverse customer bases in West Africa. Proven ability to enhance operational efficiency, having reduced ticket escalation by 30% and improved self-service adoption by 15% through proactive knowledge base development. A dedicated mentor and collaborative team player, skilled in leveraging CRM systems like Zendesk , freshworks and Hubspot to drive customer satisfaction scores above 95%. Currently completing a BSc in Information Technology to further bridge the gap between customer needs and technical solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
BrightWave Solutions
04.2024 - Current
- Handled an average of 60+ customer inquiries daily via phone, email, and live chat with a 95% satisfaction rating.
- Resolved complex technical issues and successfully reduced ticket escalation by 30% within the first 6 months.
- Collaborated with product and IT teams to fix recurring customer issues, resulting in a 20% decrease in repeat complaints
- Created 20+ knowledge base articles and FAQs, improving customer self-service by 15%
- Trained 3 new hires on CRM usage (Zendesk) and best practices for customer communication.
Customer Service Representative
SkyNet Retail Group
02.2023 - 03.2024
- Provided multi-channel support(calls, emails, social media) for over 5,000 retail customers monthly.
- consistently ranked among the top 3 agents for customer satisfaction (CSAT 92%+).
- Assisted in designing standard response templates, reducing average handeling time by 18%.
- Partnered with the sales team to identify upsell opportunities, contributing to a 10% boost in monthly revenue.
- Maintained accurate customer records in Hubspot ensuring compliance with the data protection standards.
Customer Support Assistant
Techbridge Communication
02.2020 - 12.2022
- Managed high volume-inbound calls(80+ daily), ensuring timely response and first-contact resolution.
- Escalated unresolved technical cases to senior support and followed up to confirm resolution,
- Supported a culturally diverse customer base across Ghana,Nigeria, and Kenya.
- Achieved employee of the month 4 times for excellent communication and problem-solving skills.
- Provided feedback to product teams that lead to 2 new features requested by customers.
Education
High School Diploma -
Achimota Secondary School
Accra Ghana05-2018
Associate of Science - Information Technology
Ghana Communications Technology University
Accra Ghana11-2021
Bachelor of Science - Information Technology ( Honors)
Accra Institute of Technology
Accra Ghana 09-2027
Skills
- Active listening
- clear communication ( Verbal & Written )
- Problem Solving
- Conflict Resolution
- Empathy and Patience
Customer Service Skills
- Multitasking and time management
- CRM: Zendesk, Hubspot, Freshworks
- Collaboration: Slack, Microsoft Teams
- Productivity: Google workspace, Microsoft office
- Ticketing Systems & knowledge based tools
Technical Skills
Certification
- Diploma in Information Technology
- ALX Virtual Assistant Certification
- Zendesk Omnichannel Agents Certification
- Hubspot Service Hub Software Certification
- BSc in Information Technology (Honors) - Ongoing
- Braze Certified Practitioner 1 -Ongoing
Timeline
Customer Support Specialist
BrightWave Solutions
04.2024 - Current
Customer Service Representative
SkyNet Retail Group
02.2023 - 03.2024
Customer Support Assistant
Techbridge Communication
02.2020 - 12.2022
High School Diploma -
Achimota Secondary School
Associate of Science - Information Technology
Ghana Communications Technology University
Bachelor of Science - Information Technology ( Honors)
Accra Institute of Technology