Ilhan Salah
Saint Paul,MN
Summary
Customer Success Specialist with a successful track record in customer relationship management and team leadership. Proven expertise in driving customer satisfaction and retention through personalized support and strategic solutions. Skilled in handling complex accounts and providing exceptional service across various industries. Adept at fostering cross-functional collaboration and leading teams to achieve shared goals. As a former manager, I bring a unique perspective to customer success, combining strong leadership capabilities with a deep understanding of customer needs and business objectives. Seeking to leverage experience to deliver outstanding results and contribute to the growth and success of a dynamic organization.
Overview
10
10
years of professional experience
Work History
Manager of Client Servicing
True Care And Alliance
04.2022 - Current
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Established team priorities, maintained schedules and monitored performance.
- Analyzed customer data to identify trends and develop strategies to improve clients experience
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
Customer Success Specialist in Retention
Xfinity Comcast
01.2020 - 07.2021
- Manage a portfolio of accounts in the SaaS security enterprise technology sector, ensuring consistent customer engagement and satisfaction.
- Successfully handle a similar sized account batch, effectively balancing the needs of multiple clients and providing personalized support.
- Collaborate with cross-functional teams, including Sales, Product Development, and Technical Support, to address customer inquiries and ensure timely issue resolution.
- Navigate complex sales cycles by understanding customer requirements and proposing tailored solutions that meet their unique needs.
- Proactively anticipate customer needs and offer insights and recommendations to drive product adoption and value realization.
- Solve complex issues by analyzing client challenges, interpreting their requirements, and providing effective solutions that align with their goals.
- Utilize strong relationship-building skills to foster long-lasting partnerships with customers, leading to increased loyalty and retention.
- Conduct regular check-ins with clients to assess satisfaction levels, address concerns, and identify opportunities for upselling and cross-selling.
Sales/Customer Solutions
Ally Bank
07.2017 - 01.2020
- Serve customers through multiple channels, including inbound and outbound calls, chat, and secure messaging, ensuring personalized and efficient support that exceeds customer expectations.
- Execute transactions with exceptional accuracy and attention to detail, maintaining high-quality standards while adhering to legal and process requirements.
- Thoroughly follow established procedures to meet compliance and regulatory guidelines, safeguarding the interests of both the customers and the organization.
- Act as a mentor and provide training and coaching to new team members, equipping them with the necessary skills and knowledge to succeed in their roles.
- Assist customers with various financial accounts, including Checking and Savings accounts, CDs, IRAs, Trust accounts, and addressing concerns related to potential fraudulent activities.
- Proactively identify opportunities to upsell products and services, contributing to increased customer retention and revenue growth.
- Collaborate with cross-functional teams, such as Sales and Operations, to resolve complex customer issues and provide holistic solutions.
- Continuously improve customer service processes by offering valuable insights and suggestions for enhancing efficiency and customer satisfaction.
Borrowers Service
Great Lakes Higher Education
01.2014 - 07.2017
- Assisted in managing client communications, inquiries, and issue resolution, contributing to improved customer satisfaction scores.
- Collaborated with senior team members to update account information and process payments accurately and efficiently.
- Demonstrated exceptional problem-solving abilities in resolving customer issues, resulting in a positive impact on customer retention.
- Responded to customer requests for products, services, and company information.
Education
Associate of Applied Science - Information Technology
Inver Hills Community College
Inver Grove Heights, MN12.2023
Skills
- Client Service Optimization
- Effective Customer Communication
- CRM Software
- Photography/ Video Editing with Adobe Premier and Lightroom
- Credit Card Payment Processing
- Microsoft Office
- System Implementation
- Sales Trends
- Fraud Detection
- Desktop Support
- POS Systems Expertise
- Technical Support
- Customer Service
- Senior Leadership Support
photography
Passionate about exploring new perspectives and pushing the boundaries of visual storytelling. Highly skilled in various photography styles, including portrait, landscape, and event photography
Languages
Somali
Native or Bilingual
Timeline
Manager of Client Servicing
True Care And Alliance
04.2022 - Current
Customer Success Specialist in Retention
Xfinity Comcast
01.2020 - 07.2021
Sales/Customer Solutions
Ally Bank
07.2017 - 01.2020
Borrowers Service
Great Lakes Higher Education
01.2014 - 07.2017
Associate of Applied Science - Information Technology
Inver Hills Community College
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