Keshia Awua-Kyerematen
Summary
IT Support professional with 5+ years of hands-on experience managing user accounts, provisioning/offboarding, and resolving high-volume technical and access-related tickets across enterprise environments. Skilled in troubleshooting, customer support, and Zendesk/Jira ticketing systems. Proven ability to deliver 99.5% accuracy across 5,000+ user accounts, reduce repeat contacts by 30% through process improvements and maintain SLA compliance in fast-paced operational settings.
Overview
1
1
Certification
4
4
years of post-secondary education
6
6
years of professional experience
Work history
Operations Customer Expert
Teleperformance
2025.07 - Current
- Manage the full lifecycle of onboarding and offboarding tickets for a high-volume portfolio of accounts, ensuring timely, accurate account setup, deactivation and access changes in line with security and compliance procedures
- Managed 5,000+ user accounts, resolving 50+ support tickets weekly and ensuring SLA compliance across technical, account-access, and end-user support requests
- Provide frontline support for technical and account-access issues, troubleshooting and resolving enquiries via ticketing systems while maintaining a high standard of end-user experience
- Diagnose and resolve complex enquiries by prioritising issues based on risk and impact, reducing repeat contacts and maintaining SLA performance
- Document recurring technical and operational issues, contributing to internal troubleshooting guides and process improvements that reduce avoidable errors
- Collaborated with Operations and Quality teams on onboarding support and SLA monitoring, delivering consistent, audit-ready service aligned with internal procedures
AI Training Data Specialist
Outlier
2024.09 - 2025.07
- Evaluate and rank AI model responses for accuracy and quality across multiple technical projects
- Create detailed rubrics and testing frameworks to improve AI model performance
- Manage multiple concurrent projects while maintaining attention to detail and meeting strict deadlines
Client Experience Executive
Sourceful
2024.05 - 2024.07
- Led end-to-end customer onboarding and enablement, optimising workflows, training materials and documentation to speed up adoption and resolve technical sticking points, achieving 95% customer satisfaction
- Provided technical onboarding and platform support for complex B2B enterprise accounts (£500k+) on SaaS platform, troubleshooting issues and identifying retention/service risks to enhance customer experience
- Delivered Quarterly Business Reviews to senior stakeholders, presenting usage trends and system performance insights to inform support strategy and address risk areas effectively
- Acted as escalation owner, collaborating with Product and Operations teams to resolve root causes, maintain SLA performance and minimise repeat technical issues
Customer Success Manager
Ohme
2022.10 - 2024.05
- Reduced customer churn by 20% by proactively monitoring account/system health indicators and resolving adoption and service issues before renewal
- Facilitated annual renewals through structured account planning, performance reporting, and stakeholder engagement, enhancing customer retention
- Led strategic Quarterly Business Reviews with senior stakeholders, reviewing service and system performance and aligning on technical priorities
- Delivered technical and account support across enterprise customer portfolios, managing complex stakeholder environments and resolving software and hardware queries for hundreds of end users
- Provided EV charging software and hardware solutions to major automotive brands including VW, Audi, and Motability.
Global Operations Coordinator
Beacon
2021.01 - 2022.08
- Supported a portfolio of international enterprise accounts on a B2B SaaS supply-chain platform, improving operational efficiency by 80% through automation and analytics
- Acted as primary technical liaison between Product, Sales and Operations, troubleshooting issues and ensuring client SLAs were consistently met
- Logged, tracked and resolved support requests and cross-team workflows using Zendesk and Jira, ensuring timely resolutions and seamless handovers between product, sales and operations
- Delivered data-driven insights that reduced delivery delays and enhanced system and process performance
- Introduced automated reporting and account health tracking, fostering transparency and enhancing operational visibility
Education
Bachelor's Degree with Placement - International Business
The Nottingham Trent University
Nottingham 2015.09 - 2019.06
Skills
- Onboarding & Offboarding Lifecycle
- Cross-Functional Stakeholder Support
- Zendesk & Jira (Ticketing)
- Cybersecurity Fundamentals (ISO 27001, GDPR)
- Account Provisioning & Access Admin
- Microsoft 365 & Office 365 Support
- Technical Troubleshooting (Hardware/Software)
- Microsoft Entra ID (self-directed)
- Incident & Escalation Management
- Documentation & Knowledge Base Articles
- End-User Support (Multi-Channel)
- SLA Ownership & Process Improvement
Certification
Level 3 Cybersecurity Bootcamp — Pathway Group | Jan 2025
- Reviewed and analysed security scenarios against ISO 27001 controls, identifying risks, control gaps and impacts on confidentiality, integrity and availability
- Conducted structured risk assessments using likelihood/impact scoring, documenting findings and mitigation strategies aligned with governance and compliance principles
- Documented security policies, incident response procedures and risk registers as part of case-study exercises, supporting audit-ready reporting
- Supported simulated incident response scenarios, analysing security events, assessing business impact and escalating findings through clear written reports
- Microsoft Entra ID (self-directed) — ongoing, via Microsoft 365 Developer Program
Timeline
Operations Customer Expert
Teleperformance
2025.07 - Current
AI Training Data Specialist
Outlier
2024.09 - 2025.07
Client Experience Executive
Sourceful
2024.05 - 2024.07
Customer Success Manager
Ohme
2022.10 - 2024.05
Global Operations Coordinator
Beacon
2021.01 - 2022.08
Bachelor's Degree with Placement - International Business
The Nottingham Trent University
2015.09 - 2019.06