Abdifitah “Abdi” Mohamud

Toronto, ON

ad15zd@r.postjobfree.com

647-***-****

Experienced professional with a background in customer service and technical support, seeking a role in a dynamic and fast-paced environment. Skilled in delivering exceptional customer experiences, problem-solving, and analyzing customer needs to provide optimal solutions. Proficient in various computer software and operating systems, with knowledge of network and security protocols. A proven commitment to end user, performance quality, and continuous improvement, with the ability to work independently and cooperatively in a team environment. Working towards multiple certificates in cybersecurity and networking, with strong conceptual, analytical, and problem-solving skills.

Willing to relocate: Anywhere.

-Certificates: Security+ (2023): Access Control, CompTIA, Cryptography, Cyber Forensics, Data Security, Disaster Recovery Planning, Firewall Configuration, Malware Identification, Mobile Device Security, Network Security, Security Configuration, Security Policies, Threat Analysis, Threat Detection

-Education: Bachelor’s in Business & Society at York University (April 2018)

Faculty of Liberal Arts and Professional Studies, B.A., Business and Society (Business Ethics & Corporate Social Responsibility Stream, The Social Economy Stream)

Work Experience

Service Associate

Wayfair – Toronto (Remote) October 2022 –

• Deliver quality customer experiences and recommend operational improvements where the opportunity exists to improve and achieve operational excellence

• Responded to and resolved customers' concerns using standard procedures and escalating non-standard activities, as necessary

• Informed customers about billing procedures, processed payments, and provided payment options setup assistance.

• Ensured, first-call resolution through problem-solving, effective call handling, and active listening.

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing the best solutions.

• Ensure the timely response to cyber incidents through appropriate technical and operational channels in a way that promotes an accurate, meaningful, and comprehensive understanding of the cyber incident throughout its life cycle.

Customer Experience Associate

Switch Health - Toronto, ON (Remote) January 2022 - May 2022

• Assisted in technical sales calls, preparation of proposals and RFPs, and customer proofs-of-concept.

• Provided options and resources to ensure optimal customer satisfaction

• Developed successful relationships with clients to drive retention, profitability, and growth by serving as a trusted consultant and industry expert.

• Exceeded customer satisfaction goals exponentially by fostering strong relationships, building trust, and providing an exemplary service experience.

• Guide customers on current and upcoming marketing campaigns to increase user adoption.

• Act as a liaison between our marketing, engineering, and product teams to enhance our data quality and create a more transparent view of our account base, consolidating our data to one source organizationally by spearheading a move to a customer communications platform to analyze/monitor customer data and developing a sales process around it.

Customer Service - Covid19 Vaccine Scheduling Support

Raise (Formerly Ian Martin) Contracted for the Government of Ontario – Ontario (Remote)

December 2021 to April 2022

• Worked diligently and properly with confidential information

• Leveraged a knowledge base and informational materials to offer guidance to callers and provide them with accurate information

• Listened carefully and understood customers' requests and inquiries, in a high-volume inbound call center

• Connected personally with customers to advise them appropriately and clearly on solutions and processes

• Achieved assigned goals and business objectives by promoting solutions and completing processes in a timely and accurate manner

• Deliver quality customer experiences and recommend operational improvements where opportunity exists to improve and achieve operational excellence

Technical Support Representative

ecobee Inc - Toronto, ON October 2018 to July 2019

• Served as the first point of contact for ecobee customers, providing technical support via phone, email, and chat channels and resolving technical installation software issues, hardware, and operational inquiries

• Collaborated with cross-functional teams, including HVAC professionals, distribution partners, OEM partners, and utility customers to build professional relationships and ensure seamless customer experience

• Analyzed customer needs and provided timely and innovative solutions to resolve issues raised by both clients and support staff, managing unresolved issues through follow-ups and strategic decision-making

• Facilitated regular team strategy meetings and daily scrums, contributing to the growth of the customer support team and the organization as a whole

• Assisted in administering attendance/punctuality records and worked with supervisors to implement procedures that enhanced departmental service delivery and standards, ensuring optimal customer satisfaction.

•Additional Information

•Knowledge in identifying and addressing potential threats, attacks, and vulnerabilities and they have established techniques in risk management, risk mitigation, threat management, and intrusion detection.

•Ability to troubleshoot Zoom issues and Microsoft teams

•Ability to prioritize, plan, organize, and work independently and cooperatively with others in a team environment

•Customer service expert with over 6 years of experience troubleshooting to customers’ satisfaction in a timely manner, resulting in exceeded customer retainment targets by 10%

•Proficient in various computer software, including C++, HTML, Java, PHP, Jira, Ruby, SQL, and Microsoft Office, with a typing speed of 105 WPM.

•Driven to succeed in a fast-paced environment by handling multiple requests simultaneously and remaining calm under pressure.

•Strong conceptual, analytical, and problem-solving skills from working as a technical support representative.

•Ability to develop and communicate technical documentation following company standards and procedures with continuous updates.

•Ability to interact with all levels of staff to facilitate training, monitoring, and resolution reporting.

•Knowledge of Windows 10, Mac OS, SaaS, ZenDesk, Cisco, AirCall, and Amazon Web Services.

-Operating Systems: Windows, Android, iOS, Mac OS, Linux

-Applications: ServiceNow, Microsoft Office 365, Gantt Project, Google Cloud Platform

-Tools: VMware, G Suite by Google, Packet Tracer, AdWords

-Project Management: Agile, Waterfall, Scrum, and Gantt Charts

Contact this candidate