Open to opportunities

Rakiba Mohammed —She,Her,Hers

@rakibamohammedsheher

Message

I resolve high-volume customer and technical support requests across phone, email, and live chat.

Ghana

Message

What I'm looking for

I'm looking for a customer or technical support role where I can resolve complex issues, improve support processes, use CRM tools effectively, and continue developing my cybersecurity knowledge.

I've delivered customer and technical support at Coresent Security Solutions, resolving 80+ requests daily across phone, email, and live chat while maintaining 95%+ CSAT and 88% first-contact resolution.

I troubleshoot account access, software, and platform issues; document every case in Zendesk and Salesforce; and escalate complex cases with detailed diagnostics. My work contributed to a 20% reduction in average resolution time, while I consistently exceeded customer satisfaction, QA, handle-time, and ticket-resolution KPIs.

Previously at Rise Starlink Solutions, I supported billing, account management, and product inquiries, achieved 98% CRM record accuracy in quarterly audits, and helped onboard three new team members. I'm also studying Cybersecurity and have training in penetration testing, cryptography, and secure coding practices.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Coresent Security Solutions

Feb 2025 - Jun 2026 (1 year 4 months)

Resolved 80+ customer and technical support requests daily via phone, email, and live chat, maintaining 95%+ CSAT and 88% first-contact resolution. Diagnosed and resolved account access, software, and platform issues, reducing unnecessary escalations through effective troubleshooting.

Zendesk Salesforce Customer Complaint Resolution Customer Escalation Live Chat Email Support Record keeping CSAT Active Listening Remote Work Time Management

Customer Service Representative

Rise Starlink Solutions

Dec 2023 - Jan 2025 (1 year 1 month)

Responded to customer inquiries across phone, email, and chat channels, handling billing, account management, and product-related questions. Maintained accurate logs of all customer interactions in CRM systems, contributing to a 98% record accuracy rate during quarterly audits.

Zendesk Salesforce Freshdesk Customer Complaint Resolution Email Support Record keeping Active Listening Remote Work Time Management

Education

Degrees, certifications, and relevant coursework

Accra Technical University

Cybersecurity

Part-time program in Cybersecurity.

Cybersafe Foundation

Cybersecurity

2024 - 2025

Enrolled in a six-month fellowship program specializing in advanced cybersecurity concepts, including penetration testing, cryptography, and secure coding practices.