Thomas Afrifa

I’m a versatile operations and technical specialist with a track record of resolving complex challenges across web development, customer operations, and industrial environments. I bring hands-on WordPress and PHP expertise, plus multilingual fluency in English and Russian, so I can collaborate effectively with international teams while keeping work moving under pressure.

Since going self-employed, I’ve diagnosed and repaired broken websites, server errors, and database issues for international clients. I configure, patch, and restructure PHP scripts to restore functionality and add custom features, and I handle security vulnerabilities and malware infections to improve platform stability and loading speeds. I also design and maintain WordPress sites tailored to client requirements, focusing on reliability and ease of management.

In customer operations, I’ve led high-volume inbound queues and resolved complex complaints and technical issues in both English and Russian. I developed structured response frameworks that reduced Average Handle Time (AHT) and improved First Contact Resolution (FCR) rates, and I supervised and coached agents on communication protocols, workflow management, and service quality standards.

My experience also spans training and operations: I designed targeted English curricula for corporate professionals and non-native speakers, adapted methodologies to address learning gaps, and maintained structured classroom management. In parallel, I’ve managed day-to-day operational continuity—calibrating industrial machinery, handling inventory under time-sensitive deadlines, resolving customer disputes through precise recovery solutions, and delivering event logistics and sound engineering while managing on-site hardware and electrical failures without disrupting live events.