Open to opportunities

Ahlam Abdulkhalek

@ahlamabdulkhalek

Message

Customer Support Supervisor blending technical skills in Python APIs and Power BI for better service outcomes.

Kenya

Message

What I'm looking for

I’m looking for a tech-driven team where I can combine customer support with backend and data work—using Python APIs, Excel, and Power BI to improve workflows, troubleshoot issues, and grow into Data/Backend-focused responsibilities.

I’m a customer-focused support professional with 5+ years of experience in high-volume service environments. I handle customer inquiries end-to-end—resolving issues, escalating when needed, and keeping accurate CRM call records to maintain clear, reliable communication.

As a Customer Service Representative Supervisor at Nokia Care, I managed inbound and outbound calls, supervised and trained staff on customer service and call handling, and improved workflows to increase efficiency and service consistency. I also prepared reports on customer trends and performance, using that insight to support smarter decision-making.

Beyond support, I bring hands-on backend and analytics experience through Python (Django) and Java, building APIs for e-commerce and logistics systems. I’m currently pursuing Data Science training while strengthening skills in Excel, Power BI, and Python to troubleshoot effectively, contribute to tech-driven teams, and keep improving systems that users rely on.

Experience

Work history, roles, and key accomplishments

Fleet Manager

Sahna Enterprises Ltd

Jul 2018 - Dec 2021 (3 years 5 months)

Coordinated dispatch operations and scheduling while maintaining accurate routing and operational records. Communicated with teams to resolve logistical issues and documented workflows to improve consistency and efficiency.

Dispatch Coordination Scheduling Routing Workflow Documentation Process Improvement Logistics Operations

Customer Service Supervisor

Nokia Care

Jun 2016 - Jun 2018 (2 years)

Managed high volumes of inbound and outbound calls, resolving customer issues quickly and escalating when needed. Supervised and trained staff, maintained accurate CRM records, and improved workflows to increase service consistency.

Customer Support Escalation Management CRM Systems Staff Training

Quality Assurance Intern

Unilever Kenya Limited

May 2014 - Sep 2014 (4 months)

Supported quality assurance processes by performing internal checks and maintaining audit-ready compliance documentation. Assisted with implementing corrective actions to address identified gaps.

Quality Assurance Audit & Compliance Internal Controls Documentation Process Improvement Attention To Detail