Sahra Abukar
Calgary,Canada
Summary
Customer Success Specialist with 6+ years of experience supporting customers, resolving issues, and guiding clients through onboarding and product adoption. Skilled in building strong customer relationships, reducing churn, and improving satisfaction. Experienced in CRM and ticketing tools with a strong focus on communication, collaboration, and problem-solving.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Support | Customer Success
Business Development Bank of Canada
08.2022 - Current
- Managed over 400 client portfolios alongside account managers and handled over 100 tickets per month to support customer needs
- Demonstrated excellent communication skills with customers and colleagues through both verbal and written methods
- Managed multiple tasks simultaneously while ensuring deadlines were met with accuracy
- Analyzed existing processes and procedures to identify areas of improvement in order to enhance the overall client experience
- Helped reduce customer escalation and increased customer satisfaction to maintain over 80% "very satisfied" clients
- Compiled data from various sources to generate reports on key performance indicators related to customer service
- Participated in team meetings to discuss customer satisfaction trends and strategies for improvement
Client Support Specialist
NE2 Group
08.2020 - 08.2022
- Created personalized presentations to successfully provide software demos and training to new and existing clients
- Built rapport with new and 300 existing clients to actively manage sales processes
- Coordinated with Operations, Accounting, IT and Brokerage teams to determine and deliver on client onboarding, KYC & helpdesk/troubleshooting support needs
- Performed monthly reports for the accounting and operation teams
- Continued supporting clients by providing upgrades, making changes to their accounts and gathering feedback to further improve our systems
Customer Experience Associate
TD Bank
01.2019 - 08.2020
- Provided clients with excellent customer service, identified and solved customer issues
- Provided resourceful and knowledgeable financial advice to both internal and external clients
- Work diligently with team to meet and exceed individual and branch sales goals; hitting my goals by over 200%
- Performing duties compliant to the bank in a detail-oriented fashion to mitigate any risk to the bank
Easyline Specialist
TD Bank
08.2018 - 12.2018
- Provided exceptional customer service at a high-volume, fast paced customer environment
- Recommended advice and conflict resolution that best fit the customer's need while complying with the bank rules
- Exceeded personal sales goals by staying focused and motivated in a busy environment
- Worked as a team and provided support to my coworkers whenever needed
- Assessed client profiles to determine if there was opportunity to grow our business
Education
Bachelor of Arts - Sociology
University of Calgary
Calgary, AB06.2018
Skills
- Project management
- Ticketing systems
- Sales
- Implementation and onboarding
- Administration
- Data analysis
- Microsoft Office Suite (Excel, Powerpoint, Word, PowerBI
- Communication skills
- Multitasking and organization
- Problem resolution
- Due diligence
- Cross-functional collaboration
- Attention to detail
- Troubleshooting and product walk throughs
- CRM
- Empathy
Certification
Fundamentals of Project Management Certificate
Timeline
Client Support | Customer Success
Business Development Bank of Canada
08.2022 - Current
Client Support Specialist
NE2 Group
08.2020 - 08.2022
Customer Experience Associate
TD Bank
01.2019 - 08.2020
Easyline Specialist
TD Bank
08.2018 - 12.2018
Bachelor of Arts - Sociology
University of Calgary