AKUA BOAKYE-YIADOM
Fort Worth,TX
Summary
Customer support professional with a background in live chat, email, phone, and social messaging. Known for clear communication, appointment scheduling, confidential recordkeeping, and a calm approach to de-escalating concerns in fast-paced, remote, and client-facing settings.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Registered Behavior Technician
Action Behavior Center
Fort Worth, TX
01.2025 - Current
- Coordinated communication with families and multidisciplinary teams to ensure alignment on care plans and facilitate next steps.
- Handled challenging situations with calm and patience, utilizing de-escalation techniques to foster a positive environment.
- Maintain accurate, timely documentation in digital record systems and safeguard confidential client information.
Customer Service Representative
Melinda Maria Jewelry
Los Angeles, CA
04.2023 - 09.2024
- Managed customer conversations across chat, email, and social media, ensuring prompt response times to enhance customer satisfaction.
- Supported customers through live chat, email, and phone by answering product, order, and service questions with accuracy and professional tone.
- Resolved customer concerns and complaints by identifying suitable solutions and directing specialized issues to appropriate teams for efficient handling.
- Provided timely updates on orders and requests, following up on inquiries to ensure full resolution and customer retention.
Lab Technician & Social Media Assistant
Thurman Orthodontics
Bakersfield, CA
06.2022 - 01.2023
- Responded to patient and follower inquiries across multiple online platforms, safeguarding practice reputation through prompt and courteous communication.
- Developed and edited short-form social media content while photographing community events to enhance local brand visibility.
- Managed patient appointment scheduling and maintained accurate, professional patient records to ensure seamless operations.
Lead Residential Associate
The Center for Discovery
Monticello, NY
06.2019 - 01.2021
- Managed sensitive client records with accuracy and adherence to confidentiality requirements, ensuring compliance with organizational policy.
- Guided new staff on communication protocols and professional conduct, enhancing service standards and fostering consistent team performance.
- Supported residents with daily living tasks in Center for Discovery residential programs.
- Monitored safety and well-being during home routines and community activities.
- Assisted with personal care, hygiene, and meal preparation.
Education
M.A. - Communication Management (Marketing Communication)
University of Southern California
12-2026
Certificate - Producing
University of California, Los Angeles
09-2023
B.A. - Media Studies
SUNY At Buffalo
05-2020
Skills
- Customer service excellence
- Live chat support and email responses
- Complaint resolution
- Appointment scheduling coordination
- Team communication facilitation
- Documentation accuracy and tracking
- Data entry proficiency
- Confidentiality in records management
- Client relationship management
- Email and social messaging platforms usage
- Strong written communication abilities
- Simultaneous conversation management
Certification
- Managing Complexity in Diverse Organizations
Timeline
Registered Behavior Technician
Action Behavior Center
01.2025 - Current
Customer Service Representative
Melinda Maria Jewelry
04.2023 - 09.2024
Lab Technician & Social Media Assistant
Thurman Orthodontics
06.2022 - 01.2023
Lead Residential Associate
The Center for Discovery
06.2019 - 01.2021
M.A. - Communication Management (Marketing Communication)
University of Southern California
Certificate - Producing
University of California, Los Angeles
B.A. - Media Studies
SUNY At Buffalo