Lourd

Lourd Nii Ayensu Thompson
CUSTOMER SUPPORT SPECIALIST | CRM | HIGH-VOLUME SUPPORT | AI-
ASSISTED OPERATIONS
ayensuthompson.ghana​@gmail.com Telegram : t.me/Lourdthompson

PROFESSIONAL SUMMARY

Customer Support Specialist with 4 years of experience in banking, sales, and client service environments.
Expert in handling high-volume customer interactions (300+ daily), resolving issues quickly, and
maintaining high satisfaction rates. Proven ability to exceed sales targets, retain clients, and improve
service delivery using CRM systems and AI-assisted tools. Strong communicator with experience in phone,
chat, and email support, seeking remote or on-site roles in customer support or client success. ‎

EDUCATION

National Technical University of Ukraine, Bachelor degree 2013/09 – 2018/08 | Kiev, Ukraine
Software Management.

Achimota School, WASSCE 2010/09 – 2013/07 | Accra, Ghana
Visual Art and communication skills

Focused on communication techniques and creative problem-solving.

PROFESSIONAL EXPERIENCE

HMB Ghana, Registered Sales Agent (RSA) 2024 – present | Tema, Ghana
Manage B2B client relationships and support customer inquiries on heavy machinery products
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‎Generate leads through outreach and follow-ups, improving conversion opportunities
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‎Provide after-sales support, ensuring customer satisfaction and repeat business
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•‎Track customer interactions and maintain organized client records

Calbank Ghana Limited (Zendesk), Teller/client support 2018/09 – 2019/11 | Tema, Ghana
Processed 350+ daily transactions including deposits, withdrawals, and account inquiries
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‎Resolved customer complaints and account issues with high first-contact resolution
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•‎Managed customer records and ensured full compliance with KYC requirements
• ‎Conducted 60+ outbound calls daily to promote banking products and services

Arrow trade (five9, freshchat, TeamViewer), 2014/03 – 2018/07 | Cyprus
Remote Customer Service and Sales
Handled 70+ daily customer inquiries via phone and live chat support
•

‎Resolved technical and account-related issues efficiently, improving customer experience
•

•‎Consistently exceeded sales targets through effective upselling and communication
• ‎Supported billing, account verification, and documentation processes
CERTIFICATES

Customer Support Representative Skills⁠
Gained proficiency in managing customer relations using modern support tools.

Google IT Support Fundamentals⁠
Trained in troubleshooting, system administration, and network support.

Bachelor Degree in software management⁠

CORE SKILLS

Core Skills
Customer Support (Phone, Email, Live Chat) • Complaint Resolution & De-escalation • CRM & Ticketing
Systems • Client Retention • Upselling & Cross-selling • Data Entry & Record Management • AI-Assisted
Support • Basic Technical Troubleshooting

TOOLS & TECHNOLOGY

CRM: HubSpot (customer tracking, follow-ups), Zoho CRM (data entry, pipeline tracking)
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‎Support Tools: Live Chat platforms, Email-based support systems
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•‎Remote Tools: Slack, Zoom, Google Workspace (Docs, Sheets, Meet)
• ‎Productivity: Microsoft Excel, Google Sheets
• ‎AI Tools: ChatGPT (response drafting, workflow efficiency)
• ‎IT Support: Basic networking, troubleshooting (Google IT Support Certified)

KEY ACHIEVEMENTS

Managed 350+ customer transactions daily with high accuracy in a banking environment
•

‎Maintained 90%+ customer satisfaction rate through fast and effective issue resolution
•

•‎Exceeded monthly sales targets by 20%+ through upselling and cross-selling strategies
• ‎Conducted 60+ outbound calls daily, increasing product awareness and customer engagement
• ‎Improved client retention through consistent follow-ups and after-sales support

REMOTE READINESS

Experienced with remote communication tools (Slack, Zoom, Google Meet)
•

‎Strong written communication for email and chat support
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•‎Comfortable working across time zones
• ‎Reliable internet and dedicated workspace

LANGUAGES

English Russian
C2