Hamsa Yusuf

• Updated and improved web pages for relevancy and accuracy.
• Tracked computer system and network performance to identify root causes of issues.
• Scanned systems, diagnosing and correcting equipment failures and performance issues.
• Used a system to track support tickets and document actions.
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• Improved call metric standards to exceed performance KPI targets.
• Used outstanding problem-solving and communication skills to appease dissatisfied customers.
• Attended regular product training to enhance customer advice.
• Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
• Ensured all messages are accurately taken and promptly passed to the relevant department/person.
• Created bookings for diagnostic checks and safety recalls.

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• Managed high-volume customer queries simultaneously through effective multitasking.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Offered prompt solutions to maintain customer satisfaction.
• Adhered strictly to policies and procedures for continued company compliance.
• Strong people skills, showing compassion, empathy, and exceptional listening skills.
• Strong communication, negotiating and investigation skills.
• Was responsible for handling high volume calls and emails (Inbound & Outbound)
• Acted as a liaison between Customer, Sales, Technical Hotline, PD, Warranty support and dealership by following up to ensure customer satisfaction through effective management.
• Exhibited strong follow up and organisational skills, in both verbal and written communication.
• A passion for building product knowledge and service support

• Promoted current services and offers using expert product knowledge.
• Answered customer enquiries with excellent customer service skills.
• Coordinated in-person visits with sales representatives to progress customer engagement.
• Created timely follow-up alerts for increased sales conversions and completions.
• Made outbound calls to potential new customers
• Booked qualified meetings for our sales team
• Built my own sales pipeline
• Kept CRM up to date at all times
• Collaborated with sales and marketing around product campaigns
• Utilised my gatekeeper skills to get through to the desicion maker