Customer Service Call Center

NOAH HUSSEIN

Oakland, CA * * * * * * * * . * * * . 0 8 6 9

www.l i n k e d i n . c om/i n / n o a h h u s s e i n / n o a h h u s s e i n 2 0 1 3@gmail.c om PROFESSIONAL OVERVIEW

Experienced driver with 4+ years of experience transporting passengers safely and efficiently from one destination to another. Equipped with world-class customer service skills and adept at providing relaxing rides to passengers. SKILLS

- Exceptional written and verbal communication skills - Money management skills

- High-energy attitude - Dependable and reliable

- Time management skills - Courteous and polite demeanor

- Route management - Experienced manual transmission driver

- Pallet jack operation - Excellent sense of direction

- Local routes understanding - Comfortable with overnight runs

- Lifts up to 60-70 pounds - Shipping and receiving understanding

- Product organization - Technologically savvy

- Adaptive team player - Call center experience

- Data evaluation - Store maintenance

CAREER EXPERIENCE

UBER/LYFT 05/2014 - PRESENT

• Transport 20+ passengers daily and provide outstanding customer service by ensuring that they arrive at their destinations safely and quickly

• Utilize advanced driving skills to improve efficiency while peacefully handling all unforeseen circumstances or delays

• Maintain a perfect 5-star rating by keeping vehicle clean and in excellent condition, resolving customer problems, and ensuring customer satisfaction

• Rely on memory and maps in choosing the most efficient route to a passenger’s destination RODAN + FIELDS, San Ramon, CA 02/2017 - 05/2024

Manager, Contact Center Operations 09/2020 - 05/2024 Managed internal support teams, providing excellent customer service with the highest degree of professionalism.

• Oversaw the daily operations of a customer service department, including coaching and developing a team of supervisors.

• Successfully implemented performance improvement strategies for a team of supervisors, resulting in a 20% increase in customer satisfaction.

• Collaborated with HR on recruitment efforts, conducting initial candidate screenings and participating in interviews.

• Drove automation projects, improving refund process efficiency by 80% and CSat by 60%.

• Spearheaded monthly operations metrics meetings to enhance collaboration and team engagement.

• Analyzed forecast volumes and staffing, ensuring service level achievement.

• Implemented initiatives reducing fraud by 90% and false alarm cases to 0%.

• Developed new processes, collaborating with trainers to reduce escalated contacts.

• Awarded “Top Banana” twice for outstanding performance. Supervisor, Order Protection 02/2018 - 09/2020

Established and led a team handling high-level escalations with professionalism and courtesy.

• Developed processes with Customer Care, Compliance, and Fraud teams, improving efficiency and first-call resolution.

• Developed and enforced policies that improved accuracy and reduced error rates by 65%.

• Created and delivered training materials for handling fraud inquiries.

• Coordinated with logistics and customer service teams to resolve complex issues.

• Spearheaded process improvement projects with finance, reducing refund SLA from 6 weeks to 1 week.

• Supervised a team of 15, managing daily operations and ensuring timely processing returns. Coordinator, Customer Care 02/2017 - 01/2018

• Managed inbound/outbound contacts, assisting top-tier consultants.

• Handled escalated and complex customer complaints.

• Recognized with three awards within the first year and promoted to Supervisor. Q&S Market, Oakland, CA 05/2003 - 12/2016

Founder

Founded and operated a convenience store servicing over 200 customers daily.

• Developed vision and mission statements, employee daily schedules, and operational plans.

• Served as a positive role model for store associates, consistently demonstrating exemplary customer service, teamwork, and adherence to company values.

• Meticulously monitored the receiving process, ensuring accurate recording of incoming shipments, transfers, and debits.

• Proactively identified and addressed discrepancies in inventory, including damages and chargebacks, to minimize losses.

• Built lasting relationships with diverse customers.

• Gained skills in problem-solving, multitasking, and working in a high-energy environment. EDUCATION

CSU East Bay

BS Business Administration, Human Resource and Corporate Management – Spring 2015 Peralta Community College / Fall 2008 – Spring 2013 Associate’s degree – Business Administration

Associate’s degree – Humanities

Contact this candidate