Debrah Ayangbade
@debrahayangbade
Customer Support Specialist with 5+ years resolving technical issues via phone, email, and live chat to boost loyalty.
GhanaWhat I'm looking for
I’m an exceptional customer support specialist with 5+ years of experience delivering real-time support across phone, email, and live chat. I combine technical troubleshooting with clear communication to improve customer satisfaction and reduce escalations.
In my current role as a Technical Support Representative, I help customers resolve hardware, software, and network connectivity issues while maintaining compliance with data privacy regulations. I’ve achieved a 95% resolution rate, improved customer satisfaction by 10%, and resolved 95% of reported issues within 48 hours by replicating client-reported problems.
I also bring strong customer success and operations experience from managing client relationships and onboarding efforts. As a PR and Customer Success Manager, I increased sales by 20% through proactive follow-ups to 300+ leads and improved process efficiency by 15% by analyzing 1,000+ data points.
What drives me is a results-driven, customer-focused approach: I log support actions in CRM, improve knowledge base documentation, and collaborate with QA and development teams. I’m dedicated to enhancing operational efficiency, loyalty, and revenue through empathy, problem-solving, and continuous improvement.
Experience
Work history, roles, and key accomplishments
Provided real-time phone, email, and live chat technical support to troubleshoot hardware, software, and network connectivity, achieving a 95% resolution rate. Improved customer satisfaction by 10%, logged support actions in Salesforce for better follow-up efficiency, and resolved 95% of reported issues within 48 hours by collaborating with QA and development teams.
PR and Customer Success Manager
Ghana Printers and Paper Converters Association
Aug 2018 - Dec 2020 (2 years 4 months)
Increased sales by 20% by recommending budget-friendly solutions to 300+ leads and achieving a 40% conversion rate through proactive follow-ups. Improved process efficiency by 15% through analysis of 1,000+ data points, managed press communications, supervised newsletter updates, and optimized event planning time by 20%.
Managed multiple simultaneous live chat conversations, maintaining a 95%+ customer satisfaction rating while resolving inquiries according to company policies and quality standards. Exceeded performance metrics by reducing response times by 20% and increasing contact resolution to 85%, and increased conversions by 10% by upselling premium packages and PPV content.
Education
Degrees, certifications, and relevant coursework
E.C.O.T.E.S University
Bachelor's degree, Mass Communication and Journalism
Grade: 3.67
Earned a bachelor’s degree in Mass Communication and Journalism at E.C.O.T.E.S University, Benin, with a GPA of 3.67.
E. Academy (Global Media Alliance Group)
Professional Certificate in Media Studies, Media Studies
Completed a professional certificate in Media Studies at E. Academy (Global Media Alliance Group) in Ghana.
Tech stack
Software and tools used professionally
Availability
Location
GhanaAuthorized to work in
Job categories
Skills
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