Open to opportunities

Ibrahim Ahmed

@ibrahimahmed3

Customer-focused support specialist fluent in English and French with strong troubleshooting and client-service experience.

Canada

Message

What I'm looking for

I am seeking a client-facing or technical support role where I can use my bilingual communication, troubleshooting, and billing/account experience to resolve issues and improve customer satisfaction.

I am a bilingual (English/French) customer support specialist with broad experience across telecommunications, financial services, and retail support. I have assisted customers with device and app-store troubleshooting, guided clients through benefits and insurance selections, supported cash-management and payroll processes, launched enterprise software and product options, and performed point-of-sale and retail activations.

I bring strong interpersonal skills, a quick learning curve, and hands-on problem solving demonstrated by roles supporting account activations, unlocking security tokens, handling billing and retention, directing public safety as a flagger, and self-employment as a performing musician. I am collaborative, service-oriented, and focused on resolving technical and billing issues efficiently while maintaining a positive customer experience.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Kelly Connect

Nov 2021 - Jun 2022 (7 months)

Provided customer support for billing and app-store issues and troubleshot iOS and iPadOS devices, improving first-contact resolution for callers. Handled account activations and escalations across multiple campaigns.

Customer Support Billing Support Escalation Management CRM Call Center

Customer Support Specialist

Kelly Connect

Nov 2021 - Feb 2022 (3 months)

Supported customers with billing, activations and technical troubleshooting for mobile services and devices; assisted retailers with POS activation and repair coordination. Resolved technical issues and advised on plan selection.

Troubleshooting POS Support Customer Retention Retail Support Technical Support CRM

HR/Payroll Implementation Specialist

Alight Solutions

Sep 2019 - Feb 2020 (5 months)

Supported launch of Workday across Prudential Financial U.S. operations and assisted with payroll and HR system implementations for client accounts. Troubleshot activation and access issues.

Workday Implementation HRIS Payroll System Launch Troubleshooting Access Management client support

Benefits Advisor

CIBC

Jul 2018 - Nov 2018 (4 months)

Advised employees on health benefits selections and explained insurance billing for credit card protection; handled retention for customers seeking cancellations. Improved clarity of benefit communications and reduced cancellation rates.

Customer Retention Insurance Billing Client Communication Bilingual Support

Musician

Self Employed

Jan 2012 - Jan 2018 (6 years)

Worked as a self-employed musician delivering performances and client-focused services across multiple events and venues. Managed bookings, rehearsals, and client communications.

Performance Client Relations Event Coordination Self Management Music Production Booking Management Time Management

HR Administrative Assistant

Manulife Financial

Jun 2010 - Jul 2011 (1 year 1 month)

Performed HR and payroll duties including retirement administration, time and attendance, and onboarding support during a systems rollout. Supported employee inquiries and payroll processing tasks.

Payroll Administration Time Attendance Retirement Plans HR Support Onboarding HRIS Data Entry

Retail Support Specialist

Virgin Mobile

Jun 2007 - Aug 2008 (1 year 2 months)

Launched contract options at headquarters and assisted clients with activations, plan selection, and technical troubleshooting; coordinated device repairs with manufacturers for retail returns.

Retail Support Technical Troubleshooting Device Repair Coordination Launch Support Customer Service

Payments Support Specialist

Global Payments

Mar 2007 - Jun 2007 (3 months)

Assisted retailers with POS troubleshooting and advised on correct POS usage; supported wire transfers, electronic funds transfers, and online cash-management troubleshooting for enrolling companies.

POS Support Payments Processing Wire Transfers Cash Management Technical Troubleshooting Merchant Support

Customer Support Specialist

Telus

Sep 2006 - Mar 2007 (6 months)

Provided technical support and activations for mobile customers and assisted retailers with device and POS issues, improving store-level resolution rates.

Technical Support Retail Support Troubleshooting Customer Service