Summary
Overview
Work History
Skills
Certification
Timeline
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Samah Ali

Woodbridge

Summary

Customer service professional prepared for role with history of delivering valuable solutions and support. Proven track record in problem resolution and enhancing user experience while supporting team goals. Known for adaptability and reliability, bringing strong analytical and communication skills to table.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Support Analyst

Iron Logic Inc
07.2017 - 12.2022
  • Supported users with software, hardware and network issues
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone
  • Answered customer support inquiries via specialized ticket tracking platforms
  • Created user accounts and managed access control
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
  • Communicated with clients to verify roots and causes of computer problems
  • Utilized ticketing system to track customer requests and prioritize urgent needs
  • Provided feedback to product development and engineering teams on customer needs and issues for enhancements

Retention/Customer Service Representative

Rogers
04.2012 - 10.2015
  • Resolved customer call complaints within 24 hours, reducing the likelihood of negative reviews
  • Managed customer returns and complaints with an understanding demeanor, increasing customer brand loyalty
  • Executed customer questions, resolving issues and reducing the need for supervisor assistance
  • Promoted goods or services; responded to inquiries and emergencies; investigated complaints and updated accounts
  • Provided information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone inquiries
  • Memorized entire line of company products and services, including prices and special discounts
  • Communicated with other departments and customers to resolve discrepancies, distribution of productions and reconciliation of accounts
  • Troubleshoot and resolve people's problems with orders on our department's websites
  • Promoted to retention team due to my exemplary performance reviews, top customer service and technical skills
  • Answering approximately 150 inbound customer calls per day in a friendly and courteous manner

Skills

  • Decision-Making
  • Support ticketing systems
  • Data compiling
  • Customer Service Expert
  • Multitasking Abilities
  • Planning and Coordination
  • Application support
  • MS Word
  • Excel
  • PowerPoint
  • Email

Certification

The Complete SQL Bootcamp

Timeline

Support Analyst

Iron Logic Inc
07.2017 - 12.2022

Retention/Customer Service Representative

Rogers
04.2012 - 10.2015
The Complete SQL Bootcamp

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Samah Ali