Open to opportunities

Isabelle Sonne

@isabellesonne

Customer support and client operations professional with 6+ years delivering reliable remote support and process improvements.

Ghana

Message

What I'm looking for

I seek a remote role focused on customer support or client operations where I can improve processes, reduce escalations, and apply CRM and analytics skills to enhance customer experience.

I am a customer support and client operations professional with over six years' experience managing high-volume inquiries, bookings, and payment verifications in fast-paced environments. I consistently maintain high response rates and resolve the majority of billing and access issues at first contact.

At the National Folklore Board I serve as the primary email contact for monthly tourist bookings, standardized booking trackers, and improved workflow logs to reduce conflicts and improve documentation. Previously I processed hundreds of weekly transactions and sustained high accuracy while reducing escalations and follow-up delays.

I am process-driven, comfortable working independently in remote settings, and proficient with CRM systems, ticketing tools, analytics tools, and emerging AI assistants. I seek opportunities where I can apply strong operational discipline, customer-first problem solving, and data-informed improvements.

Experience

Work history, roles, and key accomplishments

Current

Client Operations Manager

Current

National Folklore Board

Sep 2018 - Present (7 years 6 months)

Primary email contact for 50+ monthly tourist bookings, coordinated scheduling and confirmations to reduce last-minute conflicts and maintained a 95%+ on-time response rate. Standardized booking trackers and workflow logs to improve internal documentation and operational efficiency.

Email Support CRM Documentation Customer Escalation Workflow Optimization

Customer Service Officer

Sunshine Healthcare

Jun 2015 - Aug 2017 (2 years 2 months)

Handled 30+ daily email and phone inquiries and processed 100+ weekly transactions via POS, mobile money, and cash with high accuracy, resolving ~90% of billing discrepancies at first contact. Maintained CRM records and confidential documentation to reduce follow-up delays.

Customer Support CRM Phone Support Documentation Confidentiality

Customer Service Associate

Gold Coast Matcom FMCG

Dec 2014 - May 2015 (5 months)

Managed B2B and retail inquiries and processed recurring product orders while maintaining accurate account records to reduce fulfillment errors and support account retention. Collaborated with sales to improve customer response time.