Customer Service Call Center
Resume:
Abdourahmane Bah
Richmond, VA *****
adt9pm@r.postjobfree.com
Authorized to work in the US for any employer
Work Experience
Remote Sales Closer
Integrated Resources Inc - Richmond, VA
September 2022 to Present
Handle customer complaints, provide appropriate solutions and alternatives within the time limits.Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies.
Remote Customer Service Representative
Transcom: apple support - Richmond, VA
August 2020 to October 2021
• Received approximately 200 calls a week to provide T1 help desk support for users and handled frustrated
customers with professional communication.
• Took over complex tickets beyond T1 support scope of support. Ran diagnostics, gathered information, documented issues, and escalated issues beyond scope to the engineering team.
• Committed to customers via email and followed up until ticket resolved.
• Achieved a high average customer satisfaction and ticket resolution rate.
• Assist customers with Apple ID account setup, password, iCloud backup, and security issues.
• Troubleshot and resolved over 30 iOS and ma Cos software and hardware tickets daily.
• Resolved issues such as the WiFi connectivity, locked devices, slow device performance, device upgrade and
configuration, application performance, defective hardware, and many other issues.
• Documented call interaction and resolved tickets in the Apple Core ticketing system.
• Used diagnostic tools and troubleshooting to determine if a device needs repair. Setup repairs and replacements.
Education
Associate's degree in Business Management
Northern Virginia Community College - Woodbridge, VA August 2020 to August 2022
Skills
• Multilingual
• Sales
• Customer Service
• English
• Technical support
• Call Center
• CSR
• Customer Support
• Help Desk
• Troubleshooting
• Microsoft Windows
• Computer Operation
• Communication Skills
• Typing
• Desktop Support
• Network Support
• Microsoft Windows Server
• Computer Networking
• Operating Systems
Assessments
Customer service — Proficient
August 2020
Identifying and resolving common customer issues
Full results: Proficient
Customer focus & orientation — Proficient
August 2020
Responding to customer situations with sensitivity Full results: Proficient
Call center customer service — Completed
July 2020
Applying customer service skills in a call center setting. Full results: Completed
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Contact this candidate