ABDALLAH SAAD
Customer Support Agent
Summary
Knowledgeable and dedicated customer service professional with extensive experience industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
Languages
Work History
Technical Specialist
SITE123
- Remote
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Explained technical information in clear terms to promote better understanding for non-technical users
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Promoted efficiency among departments with prompt resolution of system issues
- Recorded and maintained relevant notes for each client and work order
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Documented support interactions for future reference.
Customer Support Representative
- Digital Hub remote
- Delivered sustainable improvements to overall customer service levels, satisfaction, and retention by maintaining an open line of communication with the clientele, demonstrating a commitment to clients, and providing strategic inputs that accelerated improvement
- Orchestrate plans and business development processes to increase revenue, control costs, and effectively manage the onboarding processes, providing a high-standard service throughout the client journey
- Acquired extensive knowledge in user manuals, companies' policies, and general troubleshooting strategies to ensure a fast and prompt response managed all incoming calls with little to no supervision, yet referred major hardware or software problems to the upper management team and learned how to single-handedly resolve them
- Maintained records of daily data communication transactions, problems and remedial actions are taken, or installation activities in order to compare data with source documents and detect potential errors
Project Manager
AGZ DEV, HYBRID
- Improved operations through consistent hard work and dedication
- Worked with customers to understand needs and provide excellent service
- Successfully maintained clean, valid driver's license and access to reliable transportation
- Increased customer satisfaction by resolving issues
- Learned new skills and applied to daily tasks to improve efficiency and productivity
- Conducted research, gathered information from multiple sources and presented results
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Used coordination and planning skills to achieve results according to schedule
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Project Manager
LangCo
- Remote
- Monitored company inventory to keep stock levels and databases updated
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Onboarded new temps by entering employee information into systems
- Proved successful working within tight deadlines and fast-paced atmosphere
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Worked flexible hours across night, weekend and holiday shifts.
Account Manager
Mokondi
- Hybrid
- Designed and implemented work breakdown structure WBS of IT projects, championing several parts of the project management spectrum to ensure adherence to budget, schedule, and scope
- Demonstrated consultative expertise in customer needs analysis, product presentations, strategic selling, customer service, and problem resolution
- Advised businesses or other groups on various local, national, or international factors that affected the buying and selling processes of our products and services, motivating and monitoring the mobilization of a campaign team to advance goals
- Implemented account management techniques to maximize business relationships and growth opportunities with current and prospective partners
Software Engineer
- RockSoft office
- Performed security assessments and recommended changes to standard operating procedures to mitigate threats and reduce the likelihood of future occurrences
- Collaborated with the upper management teams to develop and integrate e-commerce provided proof of concept and feasibility studies for new proposed concepts and designs
- Served as a liaison between teams, resolving issues pertaining to software integration, performing website tests according to planned schedules, and documented any technical factors such as server load, bandwidth, and database performance to use for future troubleshooting references
Education
Computer Science
University of Derby
Skills
Business DevelopmentGlobal Support ServicesProject ManagementRisk Assessment StrategiesWordpress Agile WorkflowAdaptive Learner DisciplineMeticulosity Active Listening
Affiliations
Agile Project Management
GOOGLE 2022
Foundations of Project Management
Timeline
Technical Specialist
SITE123
Customer Support Representative
Project Manager
AGZ DEV, HYBRID
Project Manager
LangCo
Account Manager
Mokondi
Software Engineer
Computer Science
University of Derby