Open to opportunities

Hananiah Shine

@hananiahshine

Message

Customer support specialist delivering clear, calm, end-to-end problem resolution.

Ghana

Message

What I'm looking for

I’m looking for a customer-focused role where I can own issues end-to-end, troubleshoot confidently, and communicate with empathy—within a team that values accountability, continuous improvement, and clear service standards.

I’m a customer support specialist who enjoys solving problems and making things easier for people, no matter where they are. I’ve supported customers for HP, handling everyday enquiries and more complex technical issues with clear, timely communication, strong first-contact resolution, and consistently high customer satisfaction.

Working remotely strengthened my organisation and ownership from start to finish, while my calm, empathetic approach helped me manage escalations and de-escalate tense situations. I also bring training and coaching experience from Petra Oil Ghana Ltd., where I designed safety and operational training that reduced errors and incidents, and from my teaching background, where I developed clear learning materials and improved outcomes through structured, student-centred strategies.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

HP (Hewlett-Packard)

Apr 2025 - Mar 2026 (11 months)

Handled high-volume inbound customer support for hardware, software, warranties, and accounts across multiple channels, resolving complex technical issues while meeting first-contact resolution targets. Managed escalations, maintained above-target customer satisfaction, and documented interactions in the CRM to support quality improvement.

Customer Support Technical Troubleshooting Escalation Management Root Cause Analysis Written Communication Multichannel Support

Training & Operations Specialist

Petra Oil Ghana Ltd.

Nov 2022 - Nov 2024 (2 years)

Designed and delivered targeted internal training for safety compliance, operational procedures, and regulatory requirements, coaching staff to meet industry standards. Authored procedural manuals and led continuous improvement initiatives, reducing operational errors and safety incidents by 30% and accelerating new-hire onboarding by 20%.

Safety Compliance Instructional Design Coaching Operations Support Continuous Improvement Cross Functional Collaboration

English, Math & Science Teacher

Seaside International School

Sep 2017 - Feb 2022 (4 years 5 months)

Taught English Language, Mathematics, and Science (Cambridge/IGCSE) for learners aged 3–18, using differentiated instruction and strong classroom communication. Improved outcomes through structured teaching and intervention, raising average student test scores by 25% and increasing reading comprehension proficiency by 30%.

Lesson planning Classroom Management Academic Mentoring Reading Programs Communication

Teaching Assistant (Math & Stats)

University of Energy and Natural Resources (UENR)

Sep 2016 - Jun 2017 (9 months)

Supported 200+ undergraduate students with tutorials, one-on-one coaching, and academic guidance in Mathematics and Statistics. Co-authored three peer-reviewed research papers and contributed to improved comprehension scores by 25%.

Academic Tutoring Tutorial Facilitation Research Paper Co Authoring