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Lovia Coffie

@loviacoffie

Customer Support Specialist with 4+ years of experience handling high-volume customer inquiries (100+ weekly) across email, chat, and phone.

Ghana

Message

What I'm looking for

I am looking for a remote customer support role within a small, fast-paced team where I can use my four years of experience in technical troubleshooting. I am specifically seeking a full-time position that utilizes my skills in Zendesk and Salesforce to provide high-quality customer service.

I am a remote support specialist with over 4 years of experience in billing and technical troubleshooting using Zendesk and Salesforce. I focus on fast, empathetic resolutions and high first-contact success rates. My attached CV includes a work sample portfolio demonstrating my exact process for resolving complex customer disputes. I am ready for immediate EST or GMT shift coverage and look forward to helping a small team scale their customer experience.

Experience

Work history, roles, and key accomplishments

Digital Customer Support Trainee

Generation Ghana

Oct 2025 - Dec 2025 (2 months)

Delivered high-volume customer support across email, chat, and phone while using Salesforce, Zendesk, and LiveChat to manage interactions. Resolved customer issues through structured problem-solving and documented recurring themes for service improvement.

Customer Support Salesforce Zendesk Live Chat Problem Solving Documentation

National Service Personnel

National Communications Authority

Oct 2024 - Oct 2025 (1 year)

Supported regulatory compliance activities in the Regulatory Department and assisted in drafting and reviewing official documents and reports to bolster operational efficiency.

Regulatory Report Writing Document Review Compliance Communication Administrative Support

Research Enumerator

University of Ghana - Centre for Social Policy Strategy

May 2025 - Jun 2025 (1 month)

Administered surveys and validated socioeconomic data to support social policy and protection research projects. Collected and validated data from 200+ participants, then performed data cleaning, analysis, and reporting to ensure accuracy and integrity.

Survey Administration Data Cleaning Data Analysis Data Collection Report Writing Data Integrity

Research Enumerator

World Bank Research Project (LEAP & PIW)

Sep 2024 - Oct 2024 (1 month)

Conducted research and data analysis to generate insights supporting policy recommendations and delivered five detailed reports. Collaborated with a team of six researchers to streamline data collection and interpretation.

Data Analysis Policy Research Quantitative Research Report Writing Data Collection Team Collaboration Research & Documentation Insight

Client Support / Admin Secretary

NAJ’s Construction Firm

Jan 2021 - Jan 2024 (3 years)

Managed 100+ client inquiries weekly via phone and email, ensuring timely responses and guiding customers on services to support sales. Maintained records of client interactions, orders, and follow-ups, coordinating communication between clients and internal teams and improving documentation accuracy by 20%.

client support Email Support Sales Support Order Management Documentation Time Management Customer Communications

Enumerator

Center for Social Policy Strategies, University of Ghana

May 2025 - Present (1 year)

Conducted household interviews and field surveys with over 200 participants, collecting and validating socioeconomic data to support social policy research and maintaining 95% data accuracy.

Household Surveys Data Collection Excel SPSS Data Validation Fieldwork Report Writing

Enumerator

Political Science Department, University of Ghana

Oct 2024 - Present (1 year 7 months)

Collected public opinion data for pre-election survey research, contributing to dataset quality and supporting analysis of voter attitudes.

Data Collection Excel Fieldwork Data Entry

Enumerator

World Bank Research Project

Oct 2024 - Present (1 year 7 months)

Conducted follow-up visits for LEAP & PIW social intervention evaluations, collaborating with field supervisors to ensure timely, accurate data submission for program assessment.

Program Evaluation Data Collection SPSS Data Quality Assurance

Education

Degrees, certifications, and relevant coursework

Generation Ghana

Certification, Digital Customer Service Support

2025 -

Certification in Digital Customer Service Support from Generation Ghana (Oct–Dec 2025).

University of Ghana

Bachelor of Arts, Geography and History

2021 - 2024

Bachelor of Arts in Geography and History from the University of Ghana (Jan 2021–Aug 2024).

University of Ghana, Legon

Bachelor of Arts, Geography & History

Completed a Bachelor of Arts in Geography and History with coursework supporting research and data collection skills used in field studies and policy projects.