Abdoul Razak Houdou Younoussa
ATLANTA,GA
Summary
Dedicated and empathetic Customer Support Professional with a proven ability to exceed CSAT targets by 36%. Experienced in handling billing inquiries, coordinating order updates, and collaborating across teams to enhance the customer experience. Skilled in using support tools to track, manage, and resolve customer cases effectively.
Overview
1
1
year of professional experience
Work History
Sales & Customer Service Associate
Carrefour
01.2023 - 06.2023
- Resolved 50+ client billing issues monthly through cross-functional collaboration, directly improving account satisfaction and retention.
- Coordinated delivery updates for 100+ weekly orders, ensuring clear communication between logistics, sales, and customers.
- Collaborated with an 8+ member cross-departmental team to implement a new client onboarding checklist, improving initial customer communications and experience.
CUSTOMER SUPPORT REPRESENTATIVE
Conduent
06.2023 - 07.2024
- Handled 15–20 customer cases daily by prioritizing and resolving support tickets in Salesforce for regional account managers.
- Improved outbound support efficiency by 30% by using call management tools for follow-ups and performance tracking to streamline client communications.
- Enhanced client engagement by partnering with senior support and account teams, using conversation analytics tools to review interactions and improve support strategies.
SR. SUPPORT SPECIALIST
Conduent
06.2023 - 07.2023
- Resolved 200+ customer inquiries annually through targeted follow-up and multi-channel support, directly contributing to improved customer retention and satisfaction.
- Consistently exceeded customer satisfaction targets by 36%+ by thoroughly documenting cases in Salesforce and clearly communicating compliance and security information to public sector clients.
- Increased customer response resolution rate by 15% through A/B testing of support messaging and segmenting outreach within Salesforce Service Cloud, aligning with client procurement cycles and priorities.
- Built and maintained a database of 500+ key client accounts by researching IT and procurement contacts, utilizing CRM tools to better serve state and local government clients.
Education
Associate of Science - Business Administration
Georgia State University
Atlanta, GA12-2025
Skills
- Tools: Salesforce Service Cloud, Zendesk, G Suite, Slack, Confluence
- Skills: Multi-Channel Support, Case Resolution, Customer Relationship Management, Ticket Prioritization, Client Onboarding, Cross-Functional Collaboration
Timeline
CUSTOMER SUPPORT REPRESENTATIVE
Conduent
06.2023 - 07.2024
SR. SUPPORT SPECIALIST
Conduent
06.2023 - 07.2023
Sales & Customer Service Associate
Carrefour
01.2023 - 06.2023
Associate of Science - Business Administration
Georgia State University