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Lemuel Nielklu

@lemuelnielklu

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Remote-ready Customer Experience Specialist improving SLA performance with Zendesk.

Ghana

Message

What I'm looking for

I’m looking for a remote-ready customer experience role where I can own Zendesk queues, hit SLA/CSAT goals, and drive first-contact resolution—while using metrics, clean documentation, and cross-functional collaboration to improve workflows.

I’m a Customer Experience Specialist with 18+ months of hands-on Zendesk experience, managing high-volume ticket queues, resolving escalations, and exceeding SLA targets in fast-paced BPO and remote environments. I focus on first-contact resolution while handling reservation disputes, account verification, and billing reconciliation with accuracy and confidence.

In my current role, I audit and reconcile supplier statements, investigate billing discrepancies, and reduce repeat escalation cycles through structured written communication and clean case records. I also manage 50–80 daily customer inquiries across email and chat, resolve complex refund and reservation issues, improve ticket closure efficiency, and flag recurring patterns to product and operations to drive process improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Buwelo Ghana

Aug 2025 - Present (10 months)

Audited and reconciled supplier statements, investigating billing discrepancies and resolving partner balance/documentation gaps to maintain financial accuracy across high-volume accounts. Maintained clean case records in Zendesk and improved reconciliation workflows with Slack collaboration, reducing the unresolved case backlog by proactively auditing open tickets.

Zendesk SLA Management Account Reconciliation Slack Process Improvement

Customer Experience Specialist

Buwelo Ghana

Nov 2024 - Jul 2025 (8 months)

Managed 50–80 daily customer inquiries in Zendesk across email and chat, meeting and exceeding SLA response targets. Resolved reservation disputes, refund requests, and account verification issues while maintaining structured case documentation for compliance and improving ticket closure efficiency and CSAT outcomes.

Zendesk SLA Management Customer Service Operations Refund Requests Verification CSAT Process Improvement

Virtual Assistant

Freelance

Oct 2024 - Dec 2024 (2 months)

Managed executive calendars and inbox workflows for multiple clients, coordinating scheduling and communication asynchronously across time zones. Streamlined scheduling and communication processes to support reliable remote operations.

Calendar Management Inbox Management Asynchronous Communication Scheduling coordination Google Workspace Email Support Remote Executive Support Time Zone Management

Videographer & Camera Operator

Corfa White Studios

Jan 2024 - Nov 2024 (10 months)

Managed production timelines and digital asset organization to streamline post-production delivery. Ensured delivery readiness through strong attention to detail and deadline management.

Production Management Videography Camera Operation Attention To Detail

Junior Officer (Value Chain)

Ghana Commodity Exchange

Nov 2022 - Oct 2023 (11 months)

Supported data analysis, stakeholder communication, and daily operational reporting across warehouse and product development functions. Drafted internal memos, meeting minutes, and value chain improvement plans to improve documentation and operational clarity.

Data Analysis Value Chain Planning Memos Meeting Minutes Process Coordination Written Communication