Zakiya Abdi
Atlanta,GA
Summary
A highly dedicated and accomplished professional with seven years of experience, consistently demonstrating exceptional commitment to providing top-quality responses to inquiries and resolving issues effectively. Known for unwavering dedication and a proven track record of delivering outstanding results, excel in delivering excellence in customer service and problem-solving. With a strong focus on attention to detail and a commitment to exceeding expectations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Lemonade
04.2022 - Current
- Delivered unparalleled and personal support to diverse customer base across multiple channels (phone, email, and text), achieving average customer satisfaction rating of 4.9 out of 5.
- Exhibited exceptional dedication by consistently providing top-quality responses to inquiries and issue resolution, resulting in 30% reduction in customer complaints.
- Anticipated customers' needs and proactively provided education, support, and guidance throughout their puppy search, leading to 25% increase in successful matches between customers and puppies.
- Effectively handled and de-escalated over 100 challenging interactions with empathy and understanding, resulting in 95% resolution rate and positive customer feedback.
- Transformed customers into loyal promoters and vocal Good Dog brand ambassadors, leading to 40% rise in new customer acquisitions through word-of-mouth recommendations.
Customer Support Specialist
Apple
06.2021 - 04.2022
- Successfully case managed over 500 extraordinary situations, ensuring swift resolution for each customer contact and maintaining 95% customer satisfaction rating.
- Demonstrated exceptional resourcefulness and flexibility in handling complex customer issues, resulting in 25% increase in successful first-contact resolutions.
- Utilized strong interpersonal communication and active listening skills to build rapport with customers, leading to 40% rise in positive feedback and testimonials.
- Leveraged advanced judgment, negotiation, and problem-solving skills to effectively handle challenging cases, resulting in 98% issue resolution rate.
- Thrived in fast-moving and varied environment, consistently meeting or exceeding weekly performance targets, such as handling 80+ calls per day.
Account Executive
Soliant
06.2018 - 05.2021
- Implemented effective communication strategies between upper management and employees, enhancing team collaboration and reducing misunderstandings by 30%.
- Demonstrated a deep understanding of company offerings and industry trends, leading to the successful introduction of new product features that generated a 15% increase in sales revenue.
- Successfully oversaw and achieved organizational goals while strictly adhering to industry best practices, resulting in a 10% improvement in key performance indicators and quality standards.
- Maintained a well-organized database of clients, prospects, partners, and vendors, resulting in streamlined communication and a 20% reduction in data retrieval time.
Education
Bachelor of Science - Human Resources Development
University of Minnesota - Twin Cities
Minneapolis, MN05.2021
High School Diploma -
St. Louis Park Senior High School
Saint Louis Park, MN05.2017
Skills
- Client Advocacy
- Request Management
- Trend Monitoring
- CRM Software
- Process Improvement
- Multitasking and Prioritization
- Adaptability
- Technical Support and Help Desk
- Problem Solving
- Team Collaboration
- Data Entry and Documentation
Certification
Google Professional Certificate: Project Management, Coursera
Timeline
Customer Experience Specialist
Lemonade
04.2022 - Current
Customer Support Specialist
Apple
06.2021 - 04.2022
Account Executive
Soliant
06.2018 - 05.2021
Bachelor of Science - Human Resources Development
University of Minnesota - Twin Cities
High School Diploma -
St. Louis Park Senior High School
Google Professional Certificate: Project Management, Coursera
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