Dzidzor Dotse
@dzidzordotse
Operations and customer support specialist driving retention and scale.
GhanaWhat I'm looking for
I am an Operations & Customer Support specialist with 4+ years' experience in SaaS and startup environments, focused on solving complex problems, streamlining workflows, and improving customer experience. I have driven 95%+ CSAT, led full subscription migrations with 100% accuracy, implemented live chat support that resolved 80% of issues on first contact, and produced hundreds of Loom tutorials and help articles to reduce repetitive tickets.
I have held leadership roles including Team Lead where I improved CSAT and reduced backlog by 25%, and I am self-taught in DNS/domain management, becoming the go-to expert for integrations. I value rapid learning, proactive communication, and building supportive team cultures that boost adoption and retention.
Experience
Work history, roles, and key accomplishments
Customer Support & Operations Specialist
Fortis
Oct 2021 - Present (3 years 11 months)
Achieved 95%+ CSAT by resolving technical issues for global clients and led a full customer migration to a new subscription model with 100% accuracy, reducing churn and supporting company growth.
Team Lead
Remoteli
Jun 2021 - Oct 2022 (1 year 4 months)
Promoted within 6 months to lead and coach a team of virtual assistants, improving CSAT and reducing backlog by 25% while building a high-performing team culture.
Business Assistant
Remoteli
Feb 2021 - Jun 2021 (4 months)
Managed executive inboxes, calendars, and tasks with 100% deadline adherence and conducted research and competitive analysis to inform leadership decisions.
HR Assistant
Hollard Insurance
Aug 2019 - Oct 2020 (1 year 2 months)
Coordinated training events and recruitment processes, reducing time-to-hire and managed travel and logistics to ensure smooth execution of staff programs.
Education
Degrees, certifications, and relevant coursework
UGUniversity of Ghana
Master of Science, International Business
MSc in International Business currently in progress at the University of Ghana.
UGUniversity of Ghana
Bachelor of Arts, Psychology & Adult Education
Completed a Bachelor of Arts in Psychology and Adult Education, graduating in May 2019.
Availability
Location
GhanaAuthorized to work in
Job categories
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