AMAbdisalan Mohamud
@abdisalanmohamud
Dedicated IT professional with expertise in networking and customer support.
KenyaWhat I'm looking for
As a dedicated IT professional with over five years of experience, I have honed my skills in networking, technical support, and customer engagement. My journey has equipped me with a proven ability to troubleshoot complex IT systems and optimize network performance, ensuring exceptional customer experiences. I thrive in collaborative environments, working across departments to achieve organizational goals while maintaining a strong focus on customer satisfaction.
In my current role as a Customer Service Manager at Kafa Trucking & Transporters, I have successfully supervised the customer service department, leading to a 15% improvement in efficiency and a 20% increase in customer satisfaction. My previous experiences, including roles as a Customer Support Agent and Junior Network Engineer, have further solidified my expertise in managing customer inquiries and resolving technical issues effectively. I am passionate about leveraging my foundational knowledge in artificial intelligence and SaaS solutions to drive innovation and enhance service delivery.
Experience
Work history, roles, and key accomplishments
Customer Service Manager
Kafa Trucking & Transporters
Jan 2024 - Present (1 year 4 months)
Supervised the customer service department, achieving a 15% improvement in efficiency and a 20% increase in customer satisfaction through KPI analysis. Recruited and trained new employees, enhancing client relations and retention rates.
Customer Support Agent
Kafa Trucking & Transporters
Mar 2023 - Jan 2024 (10 months)
Resolved over 100 customer inquiries weekly through various channels, achieving a 95% resolution rate for escalated issues. Provided product training and gathered client feedback to improve services.
Refugee Helpline Agent
Techno Brain (BPO)
Apr 2022 - Nov 2022 (7 months)
Provided accurate information and support to refugees, addressing concerns for over 50 clients daily. Maintained a calm demeanor during complaints, leading to a 10% increase in positive feedback.
Junior Network Engineer (Volunteer)
Liquid Telecom
May 2021 - May 2022 (11 months)
Installed and configured network hardware, improving uptime by 30%. Diagnosed network issues and ensured security compliance, enhancing overall network performance.
ICT Lab Attendant (Volunteer)
Islamic University in Uganda
Feb 2020 - Mar 2021 (1 year 1 month)
Maintained and updated hardware and software systems, reducing downtime by 20%. Provided training to non-IT students, increasing lab efficiency and diagnosing technical issues.
ICT Service Desk Assistant
GEWDO
Nov 2017 - Nov 2018 (1 year)
Diagnosed and resolved IT issues with a 90% resolution rate while advising users on best practices. Provided online security advice, improving user awareness by 30%.
Education
Degrees, certifications, and relevant coursework
Abdisalan hasn't added their education
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Location
KenyaAuthorized to work in
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