Summary
Overview
Work History
Education
Skills
REMOTE WORK READY
Timeline
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ISA ABDULRAHMAN

Toronto,ON

Summary

Support Specialist | Tech-Savvy Troubleshooter | Remote-Ready Professional

Dedicated and tech-proficient support professional with extensive experience handling inbound calls, resolving billing disputes, and troubleshooting smartphones, tablets, and software services. Skilled at guiding users with empathy and clarity using knowledge-based articles and CRM tools like Salesforce and HubSpot. Proven ability to troubleshoot customer inquiries, deliver high customer satisfaction, and thrive in call center environments. Ready to grow with a company passionate about people.

Overview

6
6
years of professional experience

Work History

Sales & Support Representative

My Rate Energy
Toronto, ON
11.2024 - Current
  • Responded to technical and billing inquiries across phone and email
  • Provided accurate, timely troubleshooting using internal systems
  • Delivered exceptional customer service while maintaining adherence to policy and timelines
  • Recognized for top-tier upselling with solution-based recommendations
  • Maintained CRM logs and supported efficient case follow-ups

Customer Service Representative

IntouchCX
Winnipeg, MB
01.2022 - 10.2024
  • Handled 40–70 inbound calls daily offering support and troubleshooting for telecom services
  • Used knowledge-based articles to guide users through device and account issue resolution
  • Provided high-quality customer service and maintained 95% satisfaction rating
  • Assisted customers with billing, cancellations, and disputed charges
  • Logged all tickets accurately in CRM, contributing to 15% faster resolution rates
  • Supported onboarding and training of new hires

Operations Manager

Alkali Enterprise
Lagos, Nigeria
10.2019 - 11.2021
  • Monitored performance metrics to identify areas for enhancement.
  • Supervised 10-person support team, streamlining workflows for faster resolution
  • Led training and onboarding focused on service excellence and conflict resolution
  • Implemented feedback loops to improve customer experience by 25%
  • Implemented process improvements to optimize resource allocation.

Education

BBA - Business

Seneca Polytechnic
Toronto, ON
08.2024

Skills

  • Technical Troubleshooting & Support
  • Client Success and Relationship Management
  • Customer Service & Retention
  • Inbound/Outbound Call Handling
  • CRM & Ticketing Tools (Salesforce, HubSpot)
  • Billing Support & Dispute Resolution
  • Knowledge-Based Article Utilization
  • Remote Communication Tools & Etiquette
  • Clear Written & Verbal Communication
  • High-Volume Multitasking & Time Management

REMOTE WORK READY

  • Wired high-speed internet (Ethernet)
  • Private, distraction-free home office
  • Comfortable with evenings, weekends, and rotating shifts

Timeline

Sales & Support Representative

My Rate Energy
11.2024 - Current

Customer Service Representative

IntouchCX
01.2022 - 10.2024

Operations Manager

Alkali Enterprise
10.2019 - 11.2021

BBA - Business

Seneca Polytechnic

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ISA ABDULRAHMAN