Abdisalan Mohamud Hassan
Customer Service Manager
Nairobi,Nairobi County
Summary
A consistent, hardworking, and highly motivated individual who thrives in roles that involve working with the public. Known for a friendly and outgoing nature, this individual is also dependable and understands the significance of job responsibilities and expectations. Eager to broaden knowledge and skills while fostering a welcoming environment. Ultimately, the goal is to secure a long-term consulting project or permanent position to contribute expertise.
Overview
7
7
years of professional experience
2020
2020
years of post-secondary education
3
3
Languages
Work History
Customer Service Manager
Kafa Trucking & Transporters
04.2024 - Current
- Supervising the daily activities of the customer service department
- Gathering and examining KPIs for the customer service division
- Conducting customer satisfaction surveys
- Fostering a solid rapport between the corporate office and the client
- Work together across departments to accomplish organizational objectives
- Recruiting and educating new employees
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Support Agent
Kafa Trucking & Transporters
12.2022 - 03.2024
- Answering questions and concerns from customers over the phone, email, and chat
- Responding to enquiries on the company's goods and services
- Handling transactions and orders
- Escalating unresolved client concerns to appropriate internal departments
- Offering product expertise and training to customers
- Reaching out to customers proactively
- Gathering and evaluating client feedback
- Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
- Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.
- Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.
- Provided personalized assistance for customers, resulting in a higher overall satisfaction rate.
UNHCR Refugee Helpline Agent
Techno Brain (BPO)
04.2022 - 11.2022
- Listen to customers’ (refugees) concerns, issues and questions
- Provide correct and up to date information to the refugees
- Resolve customers’ concerns and answer customers’ (refugees) questions or escalate where they can be assisted with their consent
- Provide feedback of their cases whenever refugees are calling for follow-up
- Maintain a positive attitude and calmly respond to customers’ (refugees) complaints
Junior Network Engineer (Volunteer)
Liquid Telecom
05.2021 - 04.2022
- Installing, configuring, and testing new network hardware and software
- Coordinating with IT staff to plan new network installations or upgrades of existing networks
- Troubleshooting network problems by testing network components for malfunctions or defects
- Analyzing network performance to identify areas of improvement
- Installing, configuring, and troubleshooting computer network systems such as routers, switches, firewalls, and network security devices
- Installing, maintaining, and repairing computer hardware such as servers, desktop computers, printers, and other devices
ICT Lab Attendant (Volunteer)
Islamic University in Uganda
02.2020 - 03.2021
- Responding to subordinates staff requests and emergencies as needed
- Monitoring computer systems for malfunctions and errors
- Performing maintenance and updates on hardware and software systems as needed
- Installing new hardware such as computers, servers, and other peripherals
- Installing and updating software such as MS Office, antivirus, and operating systems
- Troubleshooting and diagnosing technical issues
- Implementing repairs and updates based on diagnostic assessments
- Generating error, diagnostic, and repair reports
- Providing non-IT students with basic training on the operation and maintenance of various computer systems
- Keeping abreast of the latest developments in hardware, software, protocols, and diagnostic techniques
ICT Service Desk Assistance
GEWDO
07.2017 - 11.2018
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support
Education
Bachelors - information technology
Islamic university
Kampala Uganda 01.2023
Certificate of secondary education - Major in Science
Amir Noor secondary school
Garbaharey04.2017
Skills
Inter-department collaboration
Timeline
Customer Service Manager
Kafa Trucking & Transporters
04.2024 - Current
Customer Support Agent
Kafa Trucking & Transporters
12.2022 - 03.2024
UNHCR Refugee Helpline Agent
Techno Brain (BPO)
04.2022 - 11.2022
Junior Network Engineer (Volunteer)
Liquid Telecom
05.2021 - 04.2022
ICT Lab Attendant (Volunteer)
Islamic University in Uganda
02.2020 - 03.2021
ICT Service Desk Assistance
GEWDO
07.2017 - 11.2018
Bachelors - information technology
Islamic university
Certificate of secondary education - Major in Science
Amir Noor secondary school
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