Istar Hussein Mohamed
Birmingham
Summary
Results-driven professional with expertise in advanced Microsoft Excel, Word, and SAP systems, alongside proficiency in EViews for regression analysis. Experienced in helpdesk operations, social media management, and live chat support, with strong analytical skills in customer service management. Proven capabilities in team leadership and staff training aimed at improving organisational efficiency and customer satisfaction.
Overview
2
2
Languages
6
6
years of professional experience
Work history
Customer Service Associate
NatWest Bank
Birmingham, West Midlands
2025.01 - Current
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Demonstrated strong problem-solving abilities when resolving customer complaints effectively.
- Implemented feedback from customers to improve service delivery standards.
- Fostered positive relationships with customers through professional behaviour.
- Showcased excellent listening skills when interacting with customers, leading to greater understanding of their needs.
- Handled phone and email enquiries with consistent customer service across multiple channels.
- Facilitated smooth transactions with keen attention to detail.
- Utilised CRM system proficiently to record customer interactions accurately.
- Maintained high level of patience when dealing with difficult customers, resulting in peaceful resolutions.
- Prioritised tasks effectively for optimal productivity during peak hours.
- Consistently met set targets without compromising quality of service.
- Escalated complex issues to management, improving resolution time.
- Trained new staff on company policies and procedures, ensuring uniformity in service delivery.
- Assisted colleagues during busy periods, fostering team spirit and collaboration.
- Identified potential upselling opportunities whilst addressing customer needs.
- Adhered strictly to policies and procedures for continued company compliance.
Customer Service Associate
Amazon
Birmingham
2022.06 - 2024.11
- Resolved customer issues by following up on orders and answering product knowledge questions while staying up to date with product changes.
- Resolved customer queries by utilising in-depth product knowledge.
- Achieved quick complaint resolution; received commendation from supervisor for resolving issues before escalation.
- Consistently met set targets without compromising quality of service.
- Monitored and reported customer complaints, detailing frequency and severity to inform service improvements.
- Escalated complex issues to management, improving resolution time.
- Collaborated with sales team to understand product changes and updates, aiding seamless communication with customers.
- Developed effective relationships with other associates through clear communication.
- Improved communication channels by implementing structured processes for information sharing among team members. for improved customer experience.
- Trained new staff on company policies and procedures, ensuring uniformity in service delivery.
Protection Specialist
United Nation Development Programme
Nairobi
2020.08 - 2021.09
- Advocated with government and stakeholders to implement measures addressing violations and protection concerns for refugees, contributing to improved safety.
- Supported and guided protection and field staff across all field offices on protection priorities and issues, enhancing overall effectiveness.
- Conduct interviews and missions to the field; Identify protection gaps and interventions.
- Monitor, analyse and provide reports on the protection conditions for returnees/refugees/IDPs and other persons of concern.
- Facilitated discussions in the Regional and State Protection Working Group meetings to address protection issues.
- Liaised with line ministries and commissions to foster partnerships and promote national ownership in refugee and IDP protection initiatives.
- Organize/facilitate relevant protection training activities: Organize workshops for government officials, local/Community and leaders as well as for NRC staff and partners in order to build their capacity and encourage effective protection networks.
Education
Higher National Diploma - Humanitarian Crisis
Zetech College
Kenya 01/2019 - 11/2021
Skills
- Customer service expert
- Client-Focused approach
- Customer complaint management
- Customer needs analysis
- Live chat support
- Technical support
- Data entry proficiency
- Advanced software proficiency
- Office suite skills
- Social media navigation
- Team Leadership
- Staff education and training
- Analytical
- Patience and composure
- Resilience to stressful situations
Language Skills
English: Fluent in Reading, Speaking, Writing
Native
Swahili: Fluent in Reading, Speaking, Writing
Native
Skills Trainings
- 2020: Disaster Resilience and Humanitarian Assistance
- 2018: Effective administration of juvenile justice
- 2017: The convention of elimination of all discrimination against Women (CEDAW)
- 2017: Training for the implementation of the Community Facilitation Package on Child Protection
References
References available upon request.
Timeline
Customer Service Associate
NatWest Bank
2025.01 - Current
Customer Service Associate
Amazon
2022.06 - 2024.11
Protection Specialist
United Nation Development Programme
2020.08 - 2021.09
Higher National Diploma - Humanitarian Crisis
Zetech College
01/2019 - 11/2021