Abdella Ali
Norcross
Summary
Experienced professional with solid background in providing expert guidance and solutions. Known for reliability and adaptability in dynamic environments. Exceptional at fostering teamwork and driving successful outcomes.
Overview
9
9
years of professional experience
Work History
Senior Customer Support Subject Matter Expert
American Honda Financial
12.2021 - 10.2024
- Increased employee engagement with comprehensive workshops on subject matter expertise.
- Facilitated knowledge-sharing sessions to promote continuous learning within the organization.
- Improved team performance by providing expert guidance and support on industry best practices.
- Streamlined processes by implementing standardized procedures based on industry benchmarks.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Mentored junior team members, contributing to their professional growth and development.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Senior Customer Service Representative
American Honda Financial
12.2021 - 10.2024
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
Assistant Manager
Sonic DriveIn
10.2018 - 03.2020
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Dealt with over 200 customers each shift. From making their orders to perfection on some shifts to ensuring quality of service as assistant manger on other shifts.
- Cultivated cohesive team environment by providing clear direction and support.
- Led training initiatives, enhancing employee skills and confidence.
Machine Operator
Grogreen Solutions Georgia
06.2018 - 10.2019
- Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
- Manually set up machinery and equipment, including lathes and grinders.
- Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly.
- Produced 6 pallets everyday consisting of 20 rolls of construction equipment.
Retention Specialist/Customer Service Representative
Nexxlinx Time Warner Cable
05.2015 - 09.2018
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Implemented customer loyalty initiatives to reward long-term clients, increasing retention rates.
- Resolved customer issues promptly, leading to improved retention and satisfaction levels.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
Education
No Degree - Computer Science
Shaw University
Raleigh, NCSkills
- Staff Evaluation Experience
- Critical Decision-Making
- Business Growth Initiatives
- Team Management
- Effective Analytical Problem-Solving
- Professional Development Coaching
- Client-Centric Approach
- Resourceful Solution Development
- Excellent communication
Timeline
Senior Customer Support Subject Matter Expert
American Honda Financial
12.2021 - 10.2024
Senior Customer Service Representative
American Honda Financial
12.2021 - 10.2024
Assistant Manager
Sonic DriveIn
10.2018 - 03.2020
Machine Operator
Grogreen Solutions Georgia
06.2018 - 10.2019
Retention Specialist/Customer Service Representative
Nexxlinx Time Warner Cable
05.2015 - 09.2018
No Degree - Computer Science
Shaw University
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