Summary
Overview
Work history
Education
Skills
Websites
Certification
Timeline
HAMED SALAMI, CC

HAMED SALAMI, CC

Crawley,UK

Summary

As a dedicated professional with a background in operations, leadership, and customer service, I am eager to pivot into cybersecurity. With a strong foundation in cybersecurity principles, including application, network, and system vulnerabilities, I am poised to excel in a Cyber Security Analyst role. Leveraging my analytical skills, problem-solving abilities, and passion for continuous learning, I am committed to contributing to cybersecurity initiatives and safeguarding digital assets.

Overview

14
14
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work history

Operations Coordinator

AQA
Milton Keynes
02.2023 - 11.2023
  • Enhanced operational workflows for efficiency and cost reduction through process optimisation
  • Facilitated clear communication between departments, acting as a central point of contact
  • Developed strategies for effective resource utilisation and optimising workforce, materials, and equipment
  • Managed schedules and coordinated workloads for timely project completion
  • Identified and addressed operational challenges using strong analytical skills
  • Analysed operational data using tools like Power BI for informed decision-making
  • Ensured adherence to quality standards through rigorous checks and audits
  • Maintained workplace organisation and cleanliness following 5S principles
  • Provided guidance and mentorship, fostering a collaborative work environment
  • Maintained records and generated insightful reports
  • Led projects for process enhancement and waste reduction
  • Key Achievement: Successfully led and managed a team of 24 temporary staff members during the high-demand summer series, introducing innovative training manuals and interactive videos, resulting in a 30% reduction in onboarding time.

Team Lead

Royal Mail Group Limited
Milton Keynes
09.2022 - 01.2023
  • Managed day-to-day operations for a team of nine, ensuring efficient workflow
  • Sorted packages and categorised them into predetermined groups following Standard Operating Procedures (SOPs)
  • Maintained appropriate job safety conditions, ensuring the safety and effectiveness of team members
  • Communicated effectively within the team, focusing on safety and efficiency
  • Loaded goods onto delivery vans.

Quality Control Supervisor

DRS
Milton Keynes
05.2022 - 09.2022
  • Conducted script investigation activities in line with work instructions
  • Investigated complex queries for various Awarding Bodies, utilising Power BI for data analysis
  • Managed a team of 24 quality check personnel, ensuring strict adherence to work instructions
  • Established priorities and ensured maximum usage of assigned resources
  • Participated in team-driven actions to facilitate improvements.

Personal Assistant to MD/CEO

Olla Systems Limited
Nigeria
11.2019 - 10.2020
  • Addressed a traffic-related issue affecting staff punctuality, registering the entire company fleet for e-tags at a toll gate, reducing queue times, and streamlining entry
  • Implemented a strategic change of stationery supplier, achieving significant cost reduction
  • Pioneered an efficient online system for settling monthly facility bills, ensuring timely and cost-effective transactions
  • Served as the primary point of contact, proficiently managing correspondence and phone communications
  • Provided comprehensive support to the CEO, including diary management, meeting organisation, and access control
  • Conducted meticulous diary management, adeptly handling correspondence, presentations, and meeting minutes
  • Maintained strict confidentiality in handling sensitive information
  • Orchestrated the planning and execution of meetings, ensuring seamless logistics
  • Oversaw and optimised filing and office systems, contributing to enhanced efficiency.

High-Value Relationship Executive

MTN Nigeria Communications Limited
Nigeria
06.2016 - 10.2019
  • Acted as a knowledgeable customer resource, effectively educating them on MTN products, services, functionalities, features, and competitive advantages
  • Troubleshot and resolved various issues and complaints, including billing disputes, service interruptions, cut-offs, and device malfunctions
  • Attended to High-Value Customers at designated lounges, ensuring comfort, addressing needs, resolving issues, and building and maintaining relationships
  • Established and maintained professional business relationships with customers
  • Communicated with customers who escalated issues, determining beneficial resolutions
  • Presented weekly reports to executive management detailing team performance, success, and customer feedback.

Front Facing Customer Service Representative

MTN Nigeria Communications Limited
Nigeria
11.2014 - 05.2016
  • Addressed Diverse Customer Inquiries: Engaged with customers on various topics, including mobile plans, billing, account information, and services, in a front-facing capacity
  • Provided Prompt and Effective Assistance: Troubleshot issues such as network connectivity, device configurations, and service disruptions, ensuring timely and effective solutions
  • Promoted and Sold Mobile Devices and Services: Actively contributed to increased sales and customer engagement by promoting and selling mobile devices, accessories, and additional services
  • Assisted in Device Upgrades and Service Plan Changes: Guided customers through device upgrades and changes in service plans to meet their evolving needs
  • Resolved Billing Inquiries and Managed Disputes: Successfully resolved billing inquiries, explained charges and managed billing disputes to ensure customer satisfaction
  • Efficient Account Management: Managed customer accounts, updating personal information, and processing changes to service plans with attention to accuracy
  • Handled Account Activations, Deactivation, and Transfers: Executed account activations, deactivation, and transfers with efficiency and meticulous attention to detail
  • Provided Basic Technical Support: Offered essential technical support for mobile devices, guiding customers through troubleshooting processes and settings configurations
  • Educated Customers on Device Features and Functionalities: Proactively educated customers on the features and functionalities of various mobile devices, promoting a better understanding of the products and services
  • Maintained Accurate Customer Records: Documented customer interactions, including issues, resolutions, and preferences, ensuring accurate records for future reference
  • Ensured Compliance and Data Protection: Upheld compliance with company policies, industry regulations, and data protection standards in all customer interactions
  • Monitored and Enhanced Customer Satisfaction: Actively monitored and enhanced customer satisfaction through follow-up communications and surveys, consistently seeking opportunities for service improvement.

Online Customer Service Representative

MTN Nigeria Communications Limited
Nigeria
07.2009 - 11.2014
  • Proactively Addressed Customer Requests: Identified and swiftly addressed customer requests, ensuring a consistently positive experience
  • Leveraged Relationship-Building Skills for Sales: Applied relationship-building solid skills to understand customer needs, advising on tailored packages and maximising sales
  • Achieved First-Time Resolutions: Successfully achieved first-time resolutions for customer inquiries, significantly increasing overall customer satisfaction
  • Managed Customer Calls with a Focus on Satisfaction: Managed incoming customer calls for products and services, consistently ensuring high caller satisfaction
  • Educated Customers on New Products and Initiatives: Enlightened and educated customers on the latest products and initiatives, fostering a deeper understanding and engagement
  • Exercised Sound Judgment within Established Procedures: Applied sound judgment to make decisions within established procedures, ensuring efficient and effective resolution of customer issues
  • Collated and Prepared Post-Paid Customer Account Statements: Efficiently collated and prepared post-paid customer account statements, maintaining accuracy and completeness
  • Generated Periodic Customer Reports and Ad-Hoc Analyses: Generated periodic customer request reports and conducted ad-hoc analyses, providing valuable insights for business decisions
  • Demonstrated In-Depth Knowledge of MTN Services and Product Line: Exhibited comprehensive knowledge of services offered by MTN and the complete line of products, enhancing customer interactions.

Education

Master of Science in Environmental Management -

University of Hertfordshire
09.2020 - 05.2022

Skills

  • Cybersecurity Concepts: Access Controls Concepts
    Incident Response Concepts
    Network Security
    Security Operations
    Security Principles
  • Communication and Relationship Building: Effective communication to facilitate clear understanding
    Strong verbal and written communication skills
    Client liaison experience, fostering positive relationships
  • Analytical Skills: Analytical skills using tools like Power BI for decision-making
    Strong analytical skills with a focus on data-driven decision-making
  • Leadership and Teamwork: Leadership experience in managing teams
  • Training and Development: Training and development skills, including manual creation and video tutorial production
  • Operational Efficiency: Proven track record in enhancing operational workflows for efficiency
  • Multi-tasking and Time Management: Proven ability to manage schedules and coordinate workloads
    Multitasking skills to handle a fast-paced environment

Certification

  • Certified in Cybersecurity (CC) - February 2024
    Issuer: ISC2

Timeline

Operations Coordinator - AQA
02.2023 - 11.2023
Team Lead - Royal Mail Group Limited
09.2022 - 01.2023
Quality Control Supervisor - DRS
05.2022 - 09.2022
University of Hertfordshire - Master of Science in Environmental Management,
09.2020 - 05.2022
Personal Assistant to MD/CEO - Olla Systems Limited
11.2019 - 10.2020
High-Value Relationship Executive - MTN Nigeria Communications Limited
06.2016 - 10.2019
Front Facing Customer Service Representative - MTN Nigeria Communications Limited
11.2014 - 05.2016
Online Customer Service Representative - MTN Nigeria Communications Limited
07.2009 - 11.2014

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HAMED SALAMI, CC