Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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 Ghana
05-2018

Associate of Science - Information Technology

Ghana Communications Technology University
Accra Ghana
11-2021

Bachelor of Science - Information Technology ( Honors)

Accra Institute of Technology
Accra Ghana
09-2027

Skills

    Customer Service Skills

  • Active listening
  • clear communication ( Verbal & Written )
  • Problem Solving
  • Conflict Resolution
  • Empathy and Patience
  • Multitasking and time management

    • Technical Skills

  • CRM: Zendesk, Hubspot, Freshworks
  • Collaboration: Slack, Microsoft Teams
  • Productivity: Google workspace, Microsoft office
  • Ticketing Systems & knowledge based tools

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

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Steffi Quaye