# BENEDICT KWASHIE - IT Service Delivery Specialist | Customer Support Lead
Source: https://hello.cv/havdkprofile
Accra

## Links
- LinkedIn | https://www.linkedin.com/in/benedict-kwashie-b371b2184/

## 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
### IT Specialist | Cedar Medical Plaza
Spearheaded end-user technical support and system management, ensuring seamless IT operations and high-level service delivery for global stations.
- 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.
### Assistant Manager / Customer Service Lead | St. Kizito Store
Led customer service operations and managed inventory, driving customer satisfaction and operational efficiency within a retail environment.
- 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 | Software Engineering
### Alliance Française | French Language
### Akuse Methodist Senior High Technical | General Studies

## Languages
- English
- French

## Certificates
### Customer Relationship Advocate Simulation
Fidelity Investments (Forage) | 2024-01-01
### Professional Diploma in Agile & Project Management
Udemy | 2024-01-01
### Business Branding & Brand Management
Udemy | 2024-01-01
### AI for Product Management
Pendo | 2024-01-01

## 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

## Source
Read this profile on Hello.cv: https://hello.cv/havdkprofile
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