ALI YUSSUF TUNA
Senior Customer Support Executive
Kuala Lumpur
Summary
I am a senior customer support executive with experience in customer-facing roles. Committed to delivering excellent care and service through positive communication.
Overview
7
7
years of professional experience
2012
2012
years of post-secondary education
3
3
Languages
Work History
Senior Customer Support Executive
Exness
01.2024 - Current
- Enhanced overall customer satisfaction by efficiently resolving complex issues and providing personalized support.
- Escalate the clients issue to the appropriate specialist when needed via SalesForce or Jira
- Verify documents submitted by clients within specific regions with follow-up emails and other documentation as needed to promote customer support excellence
- Maintained excellent customer relationships by efficiently solving queries, complaints and issues
- Answered incoming phone calls with professionalism and warmth
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Liaise with the team and handle SOF cases
Sales Consultant
Click Lab Inc
04.2019 - 06.2022
- Working as an Inbound consultant in a SAAS based company which provides mobility and commerce cloud solutions to the businesses
- Proactively contact all leads and scheduled appointments to recommend appropriate software, quote and place coverage for their business
- Focused on expanding new business through cultivating existing clients and exploring new markets
- B2B marketing, business development and cold calling
- Handled leads through live chats called Hippo and through companies CRM
- Keeping proper documentation of all the tasks and update the clientele on company CRM
- Building and maintaining positive working relationships with supporting administrative staff
- Maintaining relationship with existing customers for repeat business
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
Content Moderator
Samasource Kenya
05.2021 - 10.2021
- As a content moderator, I have hands-on experience analyzing community operations across social channels such as Instagram and Facebook
- I am adept at investigating reported issues, analyzing trends, patterns, and escalating issues outside the company policy to the global team
- My compliance-driven approach ensures that trust and safety standards are upheld
- Followed the policies outlined to identify and handle issues like Impersonation, memorialization, Identity Review
Research Assistant
Tufts University
08.2020 - 04.2021
- I took qualitative research on refugees based in Urban area Nairobi, Kenya and how refugee and migrant households manage their livelihoods and finances, whether and how they integrate into local economies
- I was also able to understand and write on the financial integration, Findings and potential programming changes on different refugee groups
Supervisor
Geoeng Systems Limited
11.2017 - 03.2018
- I led a team of 20 research assistants in a research project evaluating the effects and cost-benefit analysis of Cash Based Transfers (CBT) for refugees and host communities in Kakuma and Kalobeyei refugee camps in Kenya
Education
Bachelor of Science - Statistics
Egerton University
Nakuru12-2017
KCSE -
Siakago Boys High School
Embu12-2012
Skills
- Excellent written and verbal communication skills
- Teamwork Skills
- Meticulous Attention to Details
- Complaint resolving
- Customer inquiry management (CIM)
Timeline
Senior Customer Support Executive
Exness
01.2024 - Current
Content Moderator
Samasource Kenya
05.2021 - 10.2021
Research Assistant
Tufts University
08.2020 - 04.2021
Sales Consultant
Click Lab Inc
04.2019 - 06.2022
Supervisor
Geoeng Systems Limited
11.2017 - 03.2018
Bachelor of Science - Statistics
Egerton University
KCSE -
Siakago Boys High School
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