Abdul Hamid Bah
Austin,TX
Summary
Dynamic and results-driven retention specialist with over 5 years of experience in customer relationship management, retention strategies, and conflict resolution. Proven ability to enhance customer loyalty, reduce churn, and deliver tailored solutions that exceed client expectations. Adept at leveraging analytical and problem-solving skills to drive customer satisfaction and achieve organizational goals. Currently transitioning into the tech industry, pursuing CompTIA A+ and Sec + certification and a bachelor’s degree in cybersecurity to build a robust foundation in IT support and security. Seeking to merge extensive client-focused expertise with technical acumen to deliver innovative solutions and excel in a technology-driven role.
Overview
7
7
years of professional experience
Work History
Retention Specialist
Charter Communications, Spectrum
Austin, TX
06.2023 - Current
- Handle inbound calls from customers seeking to cancel services, using retention strategies to understand their issues and offer tailored solutions
- Proactively address customer concerns, preventing potential cancellations by providing product recommendations and expert guidance
- Gather customer feedback to identify areas for improvement, enhancing overall satisfaction and retention
- Collaborate with internal teams, offering insights and suggestions for improving client retention strategies
- Assist with administrative tasks, ensuring smooth operations and efficient workflow
- Analyzed customer usage patterns to identify at-risk accounts and proactively engage with them.
- Utilized CRM software to track customer interactions, record feedback, and monitor progress towards goals.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Collaborated with sales and marketing teams to align retention efforts with overall business goals.
Assistant Retail Sales Manager
Mubarak trading
Freetown, Sierra Leone
02.2020 - 02.2022
- Supervised and trained staff, including sales representatives, ensuring high performance and compliance with store policies
- Managed inventory, planned purchasing strategies, and ensured stock levels met demand
- Analyzed sales data, forecasted future trends, and implemented strategies to achieve sales targets
- Ensured compliance with health and safety standards, resolving legal and security issues as needed
- Conducted market research and reported on competitors.
- Coached, developed and motivated team to achieve revenue goals.
- Managed special store projects to improve store-wide processes and operations.
Senior Customer Support Specialist
Uniworld General Trading Co.
Freetown, Sierra Leone
03.2018 - 01.2022
- Managed complex customer inquiries, addressing escalated concerns and providing solutions
- Mentored junior representatives, offering guidance and support to ensure service excellence
- Developed and reviewed customer service processes to optimize efficiency and improve client satisfaction
- Led process improvement initiatives to elevate overall service delivery
- Processed customer account changes with proprietary software.
- Documented processes related to customer service operations including workflow diagrams.
- Monitored incoming emails from customers and responded promptly with accurate information.
- Ensured compliance with industry regulations related to privacy, security, fraud prevention.
Personal Trainer
Remis Health and Fitness Club
Freetown, Sierra Leone
01.2020 - 11.2021
- Designed personalized fitness programs tailored to individual clients’ needs and goals
- Monitored clients’ progress and provided motivation, ensuring they stayed on track with their fitness objectives
- Performed risk assessments to ensure safety during training sessions
- Built strong client relationships, fostering trust and long-term engagement
Education
Bachelor of Science - Cybersecurity
Regis University
Denver, CO09-2027
Bachelor of Arts - Business Administration And Management
University of Sierra Leone
Freetown07-2019
Skills
- Customer Retention & Satisfaction
- Team Leadership & Mentoring
- Problem Solving & Conflict Resolution
- Strong Communication Skills
- Time Management & Organizational Skills
- Fluent in four (4) languages including French and English
- Proficient in Microsoft Office (Word, Excel)
- Sales & Inventory Management
- Personal Fitness Training & Coaching
- De-escalation techniques
- Call center experience
- Creative solutions
- Personnel conflict management
- Customer relations
- Data review
- Customer retention strategies
- Tech savvy
- Data analysis
- Network troubleshooting skills
- Data entry and management
- Appointment scheduling
Timeline
Retention Specialist
Charter Communications, Spectrum
06.2023 - Current
Assistant Retail Sales Manager
Mubarak trading
02.2020 - 02.2022
Personal Trainer
Remis Health and Fitness Club
01.2020 - 11.2021
Senior Customer Support Specialist
Uniworld General Trading Co.
03.2018 - 01.2022
Bachelor of Science - Cybersecurity
Regis University
Bachelor of Arts - Business Administration And Management
University of Sierra Leone