Open to opportunities

Dahir Ali

@dahirali

Message

Empathetic customer advisor with a focus on effective service delivery.

Zimbabwe

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

With a strong commitment to customer satisfaction, I excel in combining empathy with effectiveness in my role as a Customer Advisor. My experience at Scottish Power has honed my ability to support customers, especially those in vulnerable situations, ensuring they receive the care and assistance they need. I take pride in actively listening to customers and tailoring solutions to their unique needs, while also maintaining compliance with privacy regulations.

Throughout my career, I have developed a keen eye for identifying areas of improvement within processes to better serve customers. My previous role as a Troubleshooting Agent at Konecta allowed me to be the first point of contact for diverse customer inquiries, where I documented trends and collaborated with various departments to enhance service delivery. Additionally, my technical support experience at Black Sun equipped me with the skills to resolve complex technical issues, ensuring seamless integration and connectivity for users.

Experience

Work history, roles, and key accomplishments

Current

Customer Advisor & Data Entry Clerk

Current

Scottish Power

Feb 2024 - Present (1 year 5 months)

Provided support to customers, including those in vulnerable situations, ensuring they received appropriate care and assistance. Handled sensitive billing and account issues with empathy, actively listening to customers and offering tailored solutions. Accurately entered and updated customer data, ensuring privacy and compliance with regulations.

Customer Support Data Entry Empathy Billing Account Management Data Privacy Compliance Process Improvement

Troubleshooting Agent

Konecta

Aug 2021 - Feb 2024 (2 years 6 months)

Served as the crucial first point of contact for diverse customer needs, including troubleshooting, product inquiries, and purchases. Analyzed and documented trends throughout the week, accurately recording them and liaising with department heads on current plans. Collaborated with the warehouse to expedite efficient product delivery and handled escalated tickets from agents through company softwa

Troubleshooting Customer Service Data Analysis Trend Documentation Ticketing Product Support

Technical Support

Black Sun

Jun 2019 - Sep 2020 (1 year 3 months)

Deployed and configured operating systems, including Windows and macOS, ensuring seamless integration into the network infrastructure. Resolved connectivity issues for remote workers using VPNs, RDP, and SSH protocols. Managed software updates and patches using SCCM and Jamf Pro, tracking and prioritizing technical support requests using Jira for timely resolution.