Joseph Amanyo

Results-driven IT professional with 3+ years of experience in IT support and virtual assistance. Proven track record of delivering exceptional customer service, administrative support, and project management. Skilled in prioritizing multiple tasks, optimizing workflows, and driving client satisfaction.

Proficient in leveraging technology, including CRM systems, project management tools, and communication platforms. Adept at resolving customer inquiries, complaints, and delivering personalized support across multiple channels. Excellent communication and strategic skills, with experience working with diverse teams and clients across various cultures and religions.

Committed to delivering high-quality results, fostering positive relationships, and driving customer satisfaction.

Call Centre Agent at Telecel Ghana (2025-10 – 2026-04)

• Handled and managed inbound customer calls in a professional and timely manner.
• Provided accurate information and resolved customer inquiries or complaints concerning Telecel Ghana products, services, tariffs and promotions at first contact where possible.
• Verified customer details and record all interactions accurately in the CRM system.
• Escalated complex issues promptly to the appropriate support teams following established procedures.
• Delivered a positive customer experience while meeting quality and performance targets such as call quality and customer satisfaction.
• Complied with company policies, regulatory requirements, and call centre operating standards.
• Participated in trainings to stay updated on products, systems, and service processes.

Planning Officer and IT Liaison Intern at National Petroleum Authority, Ghana (2024-10 – 2025-10)

• Providing administrative and strategic support to the Senior Planning Officer in the daily operations of the Planning Department, and facilitating engagement with industry stakeholders and entrepreneurs interested in investing in the petroleum downstream sector.
• Organizing and updating departmental databases, improving data retrieval speed by 40% and supporting efficient decision-making.
• Processing No-Objection requests weekly for the Marine Gas Oil and Condensate sector for eligible Oil Marketing Companies (OMCs).
• Drafting and responding to professional correspondence on behalf of the Senior Planning Officer during the internship period.
• Filing, printing, and dispatching official documents, and improving departmental document management and record-keeping by 60%.
• Contributing to the compilation of monthly reports pertaining to approvals, and the loading and supplying of Marine Gas Oil by OMCS in the industry.
• Serving as the liaison between the Planning Directorate and the IT Department, reporting and tracking resolution of technical issues and assisting with basic troubleshooting.

Freelance Web Development Virtual Assistant at Upwork (2022-08 – 2024-09)

• Designed and developed custom websites for clients using HTML, CSS, JavaScript, and WordPress, achieving optimal client satisfaction.
• Maintained and updated existing websites, reducing client-reported issues by 60%.
• Customized website themes and templates to match client branding, reducing revision requests by 40%.
• Managed multiple projects simultaneously with optimal efficiency.
• Created detailed user guides and documentation for clients to maintain their websites independently, as per their preferences.
• Provided technical support and troubleshooting, resolving 90% of client issues.
• Collaborated with clients across different time zones via various digital platforms like Zoom, Trello and Slack, improving communication efficiency by 50%.

IT Support Intern at IS Evolutions Consult Limited (2023-09 – 2023-12)

• Involved in the development of the organization's website and provided technical support for web-based projects.
• Assisted in the design and maintenance of client websites, improving site performance and load speed by 40%.
• Cleaned and analyzed large datasets using the computer's flagship app called Arbutus Analyzer.
• Managed basic website troubleshooting and updates, contributing to a 30% increase in client satisfaction.
• Delivered hardware and software troubleshooting for internal teams.
• Researched emerging IT trends and technologies, recommending tools that enhanced operational efficiency by 20%.
• Researched and adopted new IT tools and best practices, ensuring alignment with current technology standards.

Verification Officer at Electoral Commission of Ghana (2020-06 – 2020-07)

• Proactively ensured operations ran smoothly and efficiently (at the Bethel Nursery School Polling Station in Sakumono, Tema) during the 2020 Exhibition of the Voters' Register.
• Checked the names of electorates in the Voters' Register and verified them automatically using Biometric Verification Devices (BVDs) which reduced the incidence of disenfranchisement by 70%.
• Assisted people to rectify problems with their Voter ID cards.

Bachelor of Science (Hons) in Information Technology – Ghana Communication Technology University (GCTU) (2021-01 – 2025-08)

Certificate in Oil and Gas – Coursera (2024-02 – 2024-03)

West African Senior School Certificate Examination (WASSCE) in General Science – Accra Academy (2017-09 – 2020-08)