ALI YUSSUF TUNA
Senior Customer Support Executive
Kuala Lumpur,14
Summary
Senior customer support executive with a proven track record in customer-facing roles. Dedicated to providing exceptional care and service by fostering positive communication. Skilled in resolving complex issues and exceeding customer expectations. Passionate about building strong relationships and driving customer satisfaction.
Overview
8
8
years of professional experience
2018
2018
years of post-secondary education
3
3
Languages
Work History
Senior Customer Support Executive
Exness
Kuala Lumpur
06.2022 - Current
- Enhanced overall customer satisfaction by efficiently resolving complex issues and providing personalized support.
- Manage over 60+ interactions of both HVC and LV/MV clients every working day
- 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.
- Improved colleagues CSAT rates by collaborating with those who perform poorly and eventually uplifting teams score by +8%
- Liaise with the team and handle SOF and AML cases for Exness KE audits
- Used multi-lingual skill to help clients who speak Swahili, Oromo and Amharic via call , chats and Email
Content Moderator
Samasource Kenya
04.2019 - 06.2022
- 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.
Sales Consultant
Click Lab Inc
04.2021 - 10.2021
- 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 company's 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.
- Maintained relationship with existing customers for repeat business.
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
Research Assistant
Tufts University
08.2020 - 11.2020
- 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
Skills
- Excellent written and verbal communication skills
- Teamwork Skills
- Customer inquiry management (CIM)
- Meticulous Attention to Details
- Complaint resolving
- Exceptional communication
- AML handling
- SOF handling
Timeline
Senior Customer Support Executive
Exness
06.2022 - Current
Sales Consultant
Click Lab Inc
04.2021 - 10.2021
Research Assistant
Tufts University
08.2020 - 11.2020
Content Moderator
Samasource Kenya
04.2019 - 06.2022
Supervisor
Geoeng Systems Limited
11.2017 - 03.2018
Bachelor of Science - Statistics
Egerton University