Ali Ali

United States ad0ujk@r.postjobfree.com +* (***) - 643 - 1781

Technical Skills

Technologies: Salesforce, Zendesk, QA Tools, MS Office, Intercom, RingCentral, Tableau Methodologies: SCRUM, TQM

Professional Experience

TrustPot.org Remote

Enterprise Account Executive July 2023 - October 2023

• Managed high-profile clients with a combined revenue spending exceeding $860 million, ensuring tailored solutions and high customer satisfaction.

• Collaborated with cross-functional teams to identify upselling and cross-selling opportunities, increasing overall account growth by 15% annually.

• Developed and maintained strong C-level relationships, resulting in 95% client retention and fostering opportunities for expanded partnerships.

Walmart Remote

Resolution Coordinator January 2023 - August 2023

• Coordinated with various departments, including inventory, shipping, and customer service, to swiftly address and resolve customer complaints, achieving a 90% resolution rate within the first contact.

• Analyzed monthly complaint data, identifying recurring issues and collaborating with relevant teams to implement preventative measures, reducing similar complaints by 30%.

• Developed and conducted bi-monthly training sessions for customer service representatives, focusing on common issues and resolution techniques, leading to a 15% increase in first-call resolutions. Influx Remote

Quality Assurance Specialist III April 2021 - December 2022

• Implemented a robust KPI-driven framework, leveraging best-in-class methodologies to drive QA metrics and benchmarking excellence.

• Pioneered cutting-edge AI-powered testing protocols, ensuring top-tier software quality across diverse digital ecosystems.

• Strategically streamlined testing cycles, achieving a 20% efficiency gain through continuous integration and agile QA process refinements.

Influx Remote

Quality Assurance Specialist II January 2021 - April 2021

• Spearheaded comprehensive call monitoring initiatives, leveraging analytics to elevate customer satisfaction metrics and optimize interaction quality.

• Orchestrated targeted training modules for support agents, harnessing best-in-class methodologies to bolster first-call resolution rates.

• Championed cross-functional collaboration, integrating feedback loops and innovative QA tools to drive call center excellence and operational synergy.

In-N-Out Remote

Customer Service Representative Tier 2 May 2020 - November 2020

• Managed escalated customer concerns, leveraging advanced problem-solving skills and in-depth product knowledge to achieve a resolution rate of 98%.

• Collaborated with Tier 1 representatives, providing mentorship and guidance on complex customer issues, enhancing team efficiency and knowledge.

• Implemented a feedback loop with the management team, leading to the introduction of 3 new processes that improved overall customer experience and reduced issue recurrence by 20%. In-N-Out Remote

Customer Service Representative Tier 1 February 2020 - May 2020

• Delivered top-tier customer service, addressing and resolving customer inquiries efficiently, leading to a 95% satisfaction rate on post-interaction surveys.

• Collaborated with the kitchen and floor staff to ensure accurate and timely order delivery, resulting in a 10% reduction in order-related complaints.

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