Moussa Abdoulaye
Customer Service Advisor Bilingual
Oldham,Great Manchester
Summary
Dynamic and empathetic professional with expertise in Customer adept at handling inbound calls and client communication. Demonstrates strong skills in conflict resolution, motivational techniques, and GDPR compliance. Proficient in Microsoft Office and multilingual communication, with a solid understanding of payment system operations and refund processing. Committed to leveraging strengths in empathy and flexibility to enhance organisational efficiency and client satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work history
Customer Service Agent - Part Time
Martson Holdings
Rochdale, Great Manchester
2025.06 - Current
- Handling inbound and outbound calls with care and clarity.
- Responding to written enquiries with concise, evidence-based replies.
- Processing payments and resolving queries.
- Logging interactions accurately across systems.
- Contributing to supportive, high-performing team environment.
- Managed over 50 customer calls per day.
Representative Volunteer Part-Time
British Red Cross
Oldham, Great Manchester
2025.12 - Current
- Make essential contribution to fulfilling Red Cross mission to protect human life and health, prevent and alleviate suffering.
- Promote human understanding, both in times of peace and in times of crisis.
- Represent diverse group of people of all ages and from all walks of life, united by desire to help and make difference in community.
Refugee Support - Project Volunteer
British Red Cross
Oldham, Great Manchester
2023.02 - 2025.12
- Helping refugees , asylum seekers and vulnerable migrants to adjust to life in UK.
- This could be apply for supported accommodation offered by local authorities or charities to people who are homeless or victims of abuse and families facing housing crisis.
- Giving advice on how to access services , providing emotional support, helping immigration , education.
Volunteer Customer Service
Oldham Council - Civic Centre
Oldham, Manchester
2023.03 - 2024.01
- Proactively identify , resolve problems complex of residents. Manage all customer inquiries through resolution to improve customer satisfaction rates.
- Housing assistance, aid ,loans, homelessness, education, council tax reduction, assistance with payment their tax, trash , recycling , change of address, transport, births, marriages , deaths.
- Customer records updated with strict attention to confidentiality, maintaining full GDPR compliance.
HR Remote Contributor
HR Mavericks
Stockport, Great Manchester
2022.03 - 2024.02
- Provided counselling to employees regarding company policies, procedures and processes.
- Connected with readers through in-person events and social media.
- Collaborated with other writers and team members for new ideas and strategies.
Data Remote Contributor
TransPerfect
N'djamena , Chad
2021.06 - 2024.01
- Organized material to research complete writing tasks.
- Participated in user experience study for artificial intelligence (AI) department aims to improve design , development of Al products, technologies and services.
Team Leader Supervisor
ONG International ADES
N'djamena, Chad
2021.02 - 2021.09
- Prospective study on living conditions resilience of populations, moved refugees from West , East , South of Chad in context of climate change.
- Coordinated and supported work of volunteers in execution of projects and initiatives.
- Providing leadership direction for employees, supervising activities overseeing field.
Bilingual Customer Service Agent
Etihad International Hospitality Presidential Palace of Abu Dhabi
Abu Dhabi , United Arab Emirates
2019.03 - 2020.03
- Referred customers to team leaders and expert advisers for complex inquiries.
- Stayed current on policies, procedures and standards to offer optimal support.
- Maximized customer satisfaction by resolving service issues promptly.
- Handled high-volume telephone calls to address and resolve customer queries.
- Recorded information about inquiries and complaints within internal database.
- Applied conflict management to stressed and concerned customers.
Administrative Office Assistant
Etihad International Hospitality - Judicial Department Of Abu Dhabi
Abu Dhabi , United Arab Emirates
2017.10 - 2019.03
- Operate copy equipment, printers other office machines to support staff with administration.
- Greeted visitors, recorded personal information directed to appropriate department with professionalism.
- Answered calls , emails efficiently, recording accurate messages swiftly following up on enquiries.
Investigation Officer Refugees and Asylum Seekers
National Commission for the Reintegration of Refugees / High Commissioner for Refugees UNHCR
N'djamena, Chad
2017.01 - 2017.09
- Prospective study on living conditions and resilience of populations, moved refugees from West , East and South of Chad in context of climate change.
- Provided leadership direction for employees, supervising activities overseeing field.
Associate Officer Protection Refugees and Asylum
National Commission for the Reintegration of Refugees / High Commissioner for Refugees UNHCR
N'djamena , Chad
2015.02 - 2016.10
- Provide Children protection assistance , refugees , asylum seekers .
- Help women who are victims of sexual harassment by providing them with advice temporary accommodation for their safety.
- Know about all issues related to refugees , asylum seekers.
- Recording in database (Progress) UNHCR .
Registration Officer Refugees and Asylum Seekers
CNAAR / UNHCR
N'djamena , Chad
2014.11 - 2015.01
- Collaborated with officials to evaluate service needs prioritize registration tasks.
- Update in database for refugees : Interviews , fingerprinting, photography.
- Looking for possible fraud if registered their request for protection in other Countries , Issuance of identity card.
Education
Functional Skills English and Maths Level 2 - GCSE
Oldham College
Oldham 2024.09 -
Bachelor's degree in Human Resources Management - Global HR Management
The Chadian Development Institute ITD
N'djamena, Chad 2010.10 - 2014.09
Baccalaureate of Secondary Education - General Secondary
High school Modern
N'Djamena-Chad 2008.09 - 2014.06
Certificate of Elementary Education CEP - Maths , History , Geography
Liberty High School
N'djamena - Chad 2002.09 - 2007.07
Skills
- Human Resources Management (HRM)
- Empathy and compassion
- Motivational and persuasive techniques
- Strength and flexibility
- Punctuality
- GDPR compliance knowledge
- Inbound call handling
- Client communication
- Conflict Resolution
- Microsoft Office
- Bilingual or multilingual
- Payment system operations
- Refund processing
- Product knowledge
Languages
Arabic
Fluent
A1
French
Fluent
A1
English
Advanced
C1
Certification
- Certification Prep : Professional in Human Resources ( PHR )
- Administrative Human Resources
- Human Resources : Leadership and Strategic Impact
- Customer Service : Problem-Solving and Troubleshooting
- Customer Service Foundations
References
References available upon request.
Timeline
Representative Volunteer Part-Time
British Red Cross
2025.12 - Current
Customer Service Agent - Part Time
Martson Holdings
2025.06 - Current
Functional Skills English and Maths Level 2 - GCSE
Oldham College
2024.09 -
Volunteer Customer Service
Oldham Council - Civic Centre
2023.03 - 2024.01
Refugee Support - Project Volunteer
British Red Cross
2023.02 - 2025.12
HR Remote Contributor
HR Mavericks
2022.03 - 2024.02
Data Remote Contributor
TransPerfect
2021.06 - 2024.01
Team Leader Supervisor
ONG International ADES
2021.02 - 2021.09
Bilingual Customer Service Agent
Etihad International Hospitality Presidential Palace of Abu Dhabi
2019.03 - 2020.03
Administrative Office Assistant
Etihad International Hospitality - Judicial Department Of Abu Dhabi
2017.10 - 2019.03
Investigation Officer Refugees and Asylum Seekers
National Commission for the Reintegration of Refugees / High Commissioner for Refugees UNHCR
2017.01 - 2017.09
Associate Officer Protection Refugees and Asylum
National Commission for the Reintegration of Refugees / High Commissioner for Refugees UNHCR
2015.02 - 2016.10
Registration Officer Refugees and Asylum Seekers
CNAAR / UNHCR
2014.11 - 2015.01
Bachelor's degree in Human Resources Management - Global HR Management
The Chadian Development Institute ITD
2010.10 - 2014.09
Baccalaureate of Secondary Education - General Secondary
High school Modern
2008.09 - 2014.06
Certificate of Elementary Education CEP - Maths , History , Geography
Liberty High School
2002.09 - 2007.07