Paul Agyare

Support Specialist @FamilySearch

GH

Resolved account creation, verification, and password issues for over 100 patrons weekly, achieving a 95% first-contact resolution rate, and reducing repeat queries by 40%.• Delivered inbound and outbound support for customers monthly using Zendesk and Genesys, contributing to a 30% boost in CSAT scores during peak months.• Performed metadata audits and image reviews, ensuring 98% data integrity across MFSC distributions and improving the audit turnaround time by 20%.• Trained 5 new support staff on ticketing systems and customer engagement, accelerating their ramp-up time by 40% and improving overall team productivity.