# Godfred Ofori

Godfred Ofori is a remote worker on Himalayas, Customer Support Operations Specialist at Bolt, based in Ghana.

Source: https://himalayas.app/@godfredofori1

```text
Customer Support Operations Specialist at Bolt who resolved a payment failure affecting 356 providers.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Ghana |
| Authorized to work in | Ghana |
| Job categories | Customer Support Specialist, Customer Service, Customer Operations Specialist |
| Skills | Customer Support, Customer Service, Zendesk, Ticket Management, Escalation Resolution, Complaint Resolution, Inbound Calls, Outbound Calling, Lead Follow Up, Live Chat, Email Support, Customer Satisfaction (CSAT), Sales Pipeline Management, Case Documentation, CRM Data Management |

## About

```text
At Bolt, I handle customer support across phone, tickets, email, and chat, and manage cases through to resolution in Zendesk. I also follow up on open concerns and take on complex and escalated issues, including safety incidents.

I resolved an urgent payment failure affecting 356 providers across European markets by tracing the cause to account configuration and correcting it at source. I shared the findings with engineering, who implemented a permanent fix.

I increased my personal CSAT score by 30% against a revised team benchmark. I also built an AI-assisted Slack workflow for ticket handling and reporting, and conduct QA audits, calibration sessions, and agent coaching.
```

## Experience

### Customer Support Operations Specialist (current)

[Bolt](https://himalayas.app/companies/bolt-eu). Aug 2024 - Present

```text
Handles inbound customer contacts across phone, ticket, email, and chat, resolving inquiries on first contact. Manages full lifecycle of support tickets in Zendesk, conducts outbound follow-up calls, and owns escalated cases including safety incidents.
```

Skills: Zendesk, CRM, Phone-Support, Email-Support, Live-Chat, Outbound-Calling, Escalation-Management, QA-auditing, Agent-Coaching, AI-Tools, Slack, Google-Workspace

### Front-End Web Developer

[AmaliTech](https://himalayas.app/companies/amlitech). Oct 2021 - Dec 2023

```text
Supported stakeholders and end users by troubleshooting reported issues and explaining technical concepts in clear language. Applied structured processes to testing, quality review, and documentation of issues and resolutions.
```

Skills: Troubleshooting, Testing, Quality-Assurance, Documentation, Technical-Communication

## Education

### Google

Google Cybersecurity Professional Certificate, Cybersecurity. 2026 - 2026

```text
Earned the Google Cybersecurity Professional Certificate in 2026.
```

### Zendesk

Zendesk Customer Service Professional Certificate, Customer Service. 2025 - 2025

```text
Earned the Zendesk Customer Service Professional Certificate in 2025.
```

### Google

Google IT Support Professional Certificate, Information Technology. 2025 - 2025

```text
Earned the Google IT Support Professional Certificate in 2025.
```

### Canonical

Ubuntu Linux Professional Certificate, Linux. 2025 - 2025

```text
Earned the Ubuntu Linux Professional Certificate in 2025.
```

### Kwame Nkrumah University of Science and Technology

Bachelor of Science, Geological Engineering. 2015 - 2019

```text
BSc in Geological Engineering from Kwame Nkrumah University of Science and Technology, completed in 2019.
```

## Tech stack

- Google Docs
- Gmail
- Google Drive
- Slack
- Zendesk
- Google Workspace
- Confluence
- Google Sheets
- Zoom
- ChatGPT

To contact Godfred, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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