Summary
Overview
Work History
Education
Skills
Timeline
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Mamadou Samassi

New York City,United States

Summary

Dedicated customer service professional with years of experience in a fast-paced environment seeking an opportunity in a team-orientated company. Adept at handling a wide range of contact methods while accurately documenting customer issues and providing first-class service with every interaction. A solid background in high-volume office environments focused on delivering exceptional clerical and operational support for professionals. Key Qualifications include Strategic Communications, Credit Card Fraud, Lexis Nexis, GUI, Policies & Procedures, Exceptional Customer Service, Self-Driven, Cash Handling, Professional Demeanor, Data-Entry, Office 365, Excel, PowerPoint, and Team Leadership.

Overview

9
9
years of professional experience

Work History

Field Service Engineer I

HYDRATIONLABS, INC.
08.2023 - Current
  • Maintained tools and equipment, parts inventory, and library of machine manuals.
  • Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
  • Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
  • Checked safety practices and integrity of PPE.
  • replenishing, installing, deactivating, and troubleshooting Bevi units in the field and at customer sites
  • Reduced repeat service calls, meticulously identifying root causes of complex issues and implementing long-term solutions.

Customer Service Representative

Unusualthings
01.2016 - Current
  • Assisted 100+ customers weekly with speed and accuracy
  • Collaborated on cross-functional teams to improve customer service
  • Processed over 100 customer inquiries per day through various communication channels, achieving a 95% customer satisfaction rating and resolving issues 30% faster than company average
  • Managed a high-volume call center with over 150+ calls daily, consistently achieving a customer satisfaction rating above 95% by employing strong communication skills and in-depth product knowledge

Fraud Analyst

Global Payment
01.2022 - 05.2023
  • Responded to account inquiries providing scripted responses to cardholders
  • Identified fraudulent credit card activity and liaised with compliance department
  • Investigated potential credit card fraud cases based on system information
  • Analyzed over 2000 alerts per week using machine learning algorithms to identify suspicious transaction patterns, leading to a 25% decrease in fraudulent activities and chargebacks
  • Analyzed and identified fraudulent transactions across 5 different payment platforms, leading to a 30% decrease in chargebacks and potentially saving the company over $500K annually

Education

BBA - Business Economics & Management

Lehman College of The City University
Bronx, NY
01.2016

A.S - Liberal Arts and Science/ Liberal Studies

CUNY New York City College of Technology
New York, NY
01.2012

Skills

  • Exceptional Customer Service
  • Team Leadership
  • Credit Card Fraud
  • Lexis Nexis
  • Policies & Procedures
  • Data-Entry
  • GUI
  • Office 365
  • Excel
  • PowerPoint
  • Equipment installation and repair
  • Customer service
  • Software installation
  • Troubleshooting and repair
  • Inventory management

Timeline

Field Service Engineer I

HYDRATIONLABS, INC.
08.2023 - Current

Fraud Analyst

Global Payment
01.2022 - 05.2023

Customer Service Representative

Unusualthings
01.2016 - Current

A.S - Liberal Arts and Science/ Liberal Studies

CUNY New York City College of Technology

BBA - Business Economics & Management

Lehman College of The City University

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Mamadou Samassi