ABDIAZIZ SHAMSUDIIN

ABDIAZIZ SHAMSUDIIN

SENIOR CUSTOMER SERVICE REPRESENTATIVE

Dubai

Profile summary

Customer Service professional with over 2 years of experience in delivering exceptional service and resolving complex inquiries. Demonstrated success in managing customer complaints and executing service protocols to enhance satisfaction scores in retail and service settings. Bilingual with strong communication skills and proficiency in CRM systems and service desk software. Committed to leveraging expertise to improve customer experiences at your company

Career highlights

Reduced Customer Escalations: Achieved a 15% reduction in customer escalations within the first quarter by addressing complex inquiries and resolving issues promptly.

Enhanced Satisfaction Scores: Enhanced customer satisfaction scores by 20% through the implementation of new service protocols and procedures.

Key skills

Skills
Customer service and supportConflict resolutionCustomer relationship managementTeam leadershipFirst-call resolutionOperational managementGift card program executionEvent supportMultilingual communicationCustomer Journey MappingData Analysis & Reporting (for Customer Insights)Chatbot/AI Interaction ManagementDigital Communication Proficiency (Social Media, Email Marketing)Process Improvement (Six Sigma, Lean Principles)Customer Success ManagementAdvanced Sentiment AnalysisPersonalized Customer Experience DesignOmnichannel Communication StrategyCustomer Service Automation Technologies (RPA, Workflow)

Professional experience

SENIOR CUSTOMER SERVICE REPRESENTATIVEApr 2023 - Present
One World Global Services LLC | Dr, Stockton, CA

Achieved a 15% reduction in customer escalations within the first quarter by addressing complex inquiries and resolving issues promptly. Enhanced customer satisfaction scores by 20% through the implementation of new service protocols and procedures. Mentored junior representatives, improving firstcall resolution rates by 50%.

  • Achieved a 15% reduction in customer escalations within the first quarter by addressing complex inquiries and resolving issues promptly.
  • Enhanced customer satisfaction scores by 20% through the implementation of new service protocols and procedures.
  • Mentored junior representatives, improving firstcall resolution rates by 50%.
CUSTOMER SERVICE AGENTAug 2022 - Mar 2023
Fusion Technology LLC | Dubai, UAE

Delivered an 85% firstcall resolution rate, addressing a variety of customer issues with professionalism and efficiency. Identified recurring customer concerns, reducing repeat calls by 12% through proactive problemsolving. Maintained high customer satisfaction through clear, empathetic communication and timely issue resolution.

  • Delivered an 85% firstcall resolution rate, addressing a variety of customer issues with professionalism and efficiency.
  • Identified recurring customer concerns, reducing repeat calls by 12% through proactive problemsolving.
  • Maintained high customer satisfaction through clear, empathetic communication and timely issue resolution.
ECONOMIC ANALYSTApr 2021 - Jul 2022
Premier Bank | Hargeisa, Somalia

Conducted detailed market research, which resulted in $2 million in new investment revenue through trend analysis. Collaborated crossfunctionally to develop econometric models that informed investment strategies with 90% accuracy. Produced comprehensive economic reports to guide decisionmaking, fostering datadriven growth.

  • Conducted detailed market research, which resulted in $2 million in new investment revenue through trend analysis.
  • Collaborated crossfunctionally to develop econometric models that informed investment strategies with 90% accuracy.
  • Produced comprehensive economic reports to guide decisionmaking, fostering datadriven growth.

Education

Master's, Applied EconomicsSep 2017 - Jan 2020
Jiangsu University