Diana Coleman

DIANA COLEMAN Ghana | Open to Remote Roles (US, UK, Canada) PROFESSIONAL SUMMARY Results-driven Customer Service Representative with 4+ years of experience in call center support, logistics customer service, and administrative operations. Skilled in handling high-volume inquiries via phone, email, and live chat while maintaining high customer satisfaction. Experienced with CRM systems, ticketing platforms, and remote collaboration tools. Strong communication, problem-solving, and conflict-resolution skills with the ability to work independently in remote environments. CORE SKILLS Customer Support | Complaint Resolution | CRM Management | Live Chat & Email Support Call Center Operations | Order Processing | Billing Support | Data Entry Documentation & Record Management | Administrative Support | Multitasking Remote Collaboration | Customer Retention | Microsoft Office | Google Workspace TECHNICAL TOOLS Zendesk | Freshdesk | HubSpot CRM | Salesforce (Basic) | Zoho CRM Slack | Microsoft Teams | Zoom | Google Meet VoIP Systems | GCNET Platform | Microsoft Excel | Word | PowerPoint PROFESSIONAL EXPERIENCE Remote Customer Service Representative Freelance / Contract | Remote | 2023 – 2024 • Managed 50+ daily customer inquiries via phone, email, and live chat • Resolved billing issues, refunds, order tracking, and product inquiries • Documented interactions using Zendesk and HubSpot CRM • Maintained 95%+ customer satisfaction rating • Collaborated with remote teams using Slack and Zoom Call Centre Agent Esoko Ghana | 2022 • Handled inbound and outbound calls providing product and service support • Resolved complaints and updated customer records accurately • Met performance targets for call handling time and service quality Customer Service & Operations Officer ISS Global Forwarding – Ghana | 2018 – 2020 • Assisted customers with shipping documentation, billing, and inquiries • Processed import/export documentation (IDF, CCVR, BOE) via GCNET • Managed client files and ensured regulatory compliance • Addressed shipment discrepancies and resolved service issues Administrative Assistant ISS Global Forwarding – Ghana | 2018 – 2020 • Responded to customer inquiries via phone and email • Maintained records, organized documentation, and prepared reports • Supported office operations and monitored administrative processes EDUCATION BBA, Human Resource Management Jayee University College | 2024 Diploma, Customer Service & Personal Relations Archers Media Institute | 2017 WASSCE – General Arts | 2015