Fatuma Dalmar
Cypress,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
18
18
years of professional experience
Work History
Customer Service ( Return Items Processing)
Amazon
07.2023 - Current
- Reduced processing errors by conducting thorough reviews of each returned item for compliance with company guidelines.
- Adhered strictly to confidentiality regulations when managing sensitive customer information throughout the return process cycle.
- Enhanced customer satisfaction through timely and accurate processing of returns, exchanges, and refunds.
- Served as a reliable point of contact for customers seeking updates on the status of their return, ensuring timely communication of all relevant information.
- Maintained a clean and organized workspace, enabling efficient handling of multiple returns simultaneously.
- Communicated effectively with customers to address concerns or inquiries related to return processes, fostering positive relationships.
Account Manager
Al Dahab Exchange
05.2007 - 07.2016
- Maintain customer accounts and record account information
- Oversee customer financial accounts and process adjustment
- Make product recommendations or services to customers based on their needs and preferences.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Sr. Customer Experience Analyst
Hatta Technologies
03.2006 - 11.2009
- Led a strong Team at a high-volume call center
- Attended to and provided guidance to associates on complex customer queries
- Achieved highest CSI score in the company.
- Provided comprehensive reporting on key customer experience indicators for management review and action planning.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Associate of Public Service - Acounting. Customer Service, Public Relation
Kenya University
Falls ChurchBSc. IT development -
BHM School of Technology
Skills
- Project management
- Data analysis
- Communication
- Organization
- Problem-solving
- Management
- Workplace Safety
- Accuracy and Precision
- Customer Service
- Problem Resolution
Timeline
Customer Service ( Return Items Processing)
Amazon
07.2023 - Current
Account Manager
Al Dahab Exchange
05.2007 - 07.2016
Sr. Customer Experience Analyst
Hatta Technologies
03.2006 - 11.2009
Associate of Public Service - Acounting. Customer Service, Public Relation
Kenya University
BSc. IT development -
BHM School of Technology
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