Looking for a job

Lourd Nii Ayensu Thompson

@lourdniiayensuthomps

Message

I resolve customer and technical issues across phone, chat, and email while improving service outcomes.

Ghana

Message

What I'm looking for

I'm looking for a customer or technical support role where I can resolve user issues, communicate clearly with non-technical customers, collaborate across teams, and continue growing my IT support skills.

I've supported end users at Synthafric Ghana Company Limited, resolving customer inquiries and system issues while improving cross-department turnaround time.

I translate complex technical problems into clear, actionable guidance for non-technical customers. I also monitor system performance and escalate potential issues before they affect customers.

Previously at Arotrade, I resolved customer questions by phone and email, assessed needs, and recommended tailored products and services. My consultative upselling increased average transaction value by 25%.

I'm continuing to build my technical support credentials through Google IT Support Fundamentals, while providing ongoing IT and social media support to Koffmahr Foundation's health-worker volunteer team.

Experience

Work history, roles, and key accomplishments

Current

IT & Social Media Support

Current

Koffmahr Foundation

Jan 2019 - Present (7 years 9 months)

Provide ongoing IT and social media support for a volunteer team of health workers running community health screening and mentorship programs.

IT Support Social Media Support Volunteer coordination Community Health Programs

IT Services & Customer Support Specialist

Synthafric Ghana Company Limited

Feb 2019 - Oct 2023 (4 years 8 months)

Provided technical and customer support to end users, partnering with supervisors to resolve inquiries and system issues. Monitored system performance and delivered daily status reports to support timely issue resolution.

Technical Troubleshooting Issue escalation System Performance Monitoring Zendesk Microsoft Office VMware OS Basics Multichannel Support Customer Needs Assessment Active Listening Conflict Resolution Data Entry Records Management Teamwork

Customer Support Representative

Arotrade

Feb 2015 - Aug 2018 (3 years 6 months)

Resolved customer questions and issues via phone and email by gathering data, assessing needs, and implementing effective solutions. Increased average transaction value by 25% through consultative upselling.

Customer Support Phone Support Email Support Needs Assessment Consultative Selling Upselling Customer Satisfaction Issue Resolution