TSOGBE HERBERT LORD
Customer and Technical Support Specialist
Summary
Dynamic Customer and Technical Support Specialist with over three years of experience in the iGaming, Fintech, and SaaS industries, including a strong background in sales support at Wistech Solutions. Expertise in live chat, email, and CRM-based assistance has resulted in a proven track record of managing high chat volumes while effectively resolving payment and account issues, significantly enhancing customer satisfaction. Proficient in tools such as JivoChat, Jira, Trello, and various CRM systems, with a solid understanding of GDPR compliance, data security, and responsible gaming standards. Recognized for merging technical knowledge with sales-oriented communication strategies to boost player retention and elevate the overall user experience.
Overview
8
8
years of professional experience
1
1
Language
Work History
technical chat support
INKTECH WEB
01.2021 - 05.2025
- Supported players via live chat and email on account, payment, and gameplay issues, managing over 120 chats daily with a 98% satisfaction rate. I resolved technical and transactional errors promptly, ensured GDPR compliance, and boosted player retention through empathy and proactive service.
- Accomplishments:
- Supported players via live chat & email on account, payment, and gameplay issues.
- Managed 120+ chats daily with a 98% satisfaction rate.
- Resolved technical & transactional errors quickly and accurately.
- Ensured GDPR compliance and protected player data.
- Collaborated via Jira & Trello to resolve escalations fast.
- Enhanced player retention through empathy and proactive service.
Sales/customer support
WISTECH SOLUTIONS
11.2017 - 07.2018
- Assisted users via live chat with deposits, account setup, and platform navigation while maintaining accurate CRM records and gathering feedback to enhance service quality. I also delivered product presentations to boost engagement and coordinated orders with accuracy and care.
- Accomplishments:
- Assisted users via live chat with deposits and account setup.
- Managed and updated CRM records for smooth communication.
- Delivered product presentations to boost engagement and sales.
- Coordinated orders & deliveries with high accuracy.
- Gathered client feedback to improve service quality.
- Created daily reports to track performance and results.
Education
Master - computer science
University of Ghana-Legon
Bachelor of Science - Information Technology
University of Ghana-Legon
10.2024
Skills
Strong communication
Timeline
technical chat support
INKTECH WEB
01.2021 - 05.2025
Sales/customer support
WISTECH SOLUTIONS
11.2017 - 07.2018
Bachelor of Science - Information Technology
University of Ghana-Legon
Master - computer science
University of Ghana-Legon