BENEDICT KWASHIE

IT Service Delivery Specialist | Customer Support Lead

Accra, GH.

About

Highly adaptable IT professional and certified Agile Project Manager with a proven background in IT service delivery, operations management, and customer support. Adept at resolving complex technical issues, streamlining operations, and building strong client relationships to ensure seamless service delivery and enhance customer satisfaction. Poised to leverage a unique blend of technical acumen, strategic thinking, and customer advocacy to drive efficiency and elevate service standards in fast-paced, remote environments.

Work

Cedar Medical Plaza

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IT Specialist

Accra, Greater Accra, Ghana

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Summary

Spearheaded end-user technical support and system management, ensuring seamless IT operations and high-level service delivery for global stations.

Highlights

Resolved 100+ technical issues weekly for end-users via email and chat, significantly reducing downtime and enhancing productivity.

Maintained 99.9% system availability and operational continuity across global stations, preventing critical service interruptions.

Efficiently managed all software installations, system upgrades, and user account configurations, improving system performance and user access.

Provided VIP-level technical and service support for escalated complex cases, achieving high satisfaction rates among key stakeholders.

St. Kizito Store

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Assistant Manager / Customer Service Lead

Accra, Greater Accra, Ghana

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Summary

Led customer service operations and managed inventory, driving customer satisfaction and operational efficiency within a retail environment.

Highlights

Managed 50+ real-time customer queries and complaints daily, resolving issues promptly and professionally to maintain high service standards.

Optimized inventory management processes, resulting in a 15% improvement in product availability and reduced stockouts.

Cultivated strong customer loyalty through proactive engagement and clear communication, increasing repeat business by an estimated 10%.

Streamlined transaction record maintenance and customer issue tracking, improving resolution efficiency by 20%.

Education

IPMC

Accra, Greater Accra, Ghana
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Diploma Software Engineering

Alliance Française

Accra, Greater Accra, Ghana
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Certificate French Language

Akuse Methodist Senior High Technical

Akuse, Eastern Region, Ghana
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High School Certificate General Studies

Languages

English

French

Certificates

Customer Relationship Advocate Simulation

Fidelity Investments (Forage)

Professional Diploma in Agile & Project Management

Udemy

Business Branding & Brand Management

Udemy

AI for Product Management

Pendo

Skills

Customer Service & Communication

Live Chat Support, Email Support, Complaint Resolution, Product Knowledge, Client Relationship Management, Customer Advocacy.

Technical Support

Hardware Troubleshooting, Software Troubleshooting, System Upgrades, Patch Management, End-User Support, Technical Issue Resolution.

Operations & Team Management

Inventory Handling, Staff Coordination, Service Delivery, Operational Efficiency, Process Improvement.

CRM & Data Handling

Account Updates, Transaction Tracking, Data Entry, CRM Systems, Record Keeping.

Tools & Methodologies

Agile, Scrum, Key Performance Indicators (KPIs), Market Research, Project Management.