Uthmaan Mohamed
City of Johannesburg
Summary
Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
I have over 4 years of experience in customer service and technical support, working for the like of Amazon and First National Bank. Dealing with queries through different platforms such as phone, chat, and email, as well as adapting to work schedules such as NightShift. I am adaptive, hardworking, and vibrant, and I work well in a team and thrive individually too.
Overview
11
11
years of professional experience
15
15
years of post-secondary education
Work History
Assistant Installer(Part Time)
SQS - Source Quality Sollutions
5 2024 - Current
- Installing LED equipment in customers' homes, including inside cupboards, along table counters, chandeliers and many different designs, working under minimum or no supervision
- Repair, install, replace, and provide services for various systems, Specifically lighting and LEDs
- Improved installation efficiency by adhering to project deadlines and following detailed instructions.
- Demonstrated adaptability in working across various types of installations, enhancing versatility as an assistant installer.
- Enhanced team productivity by effectively collaborating with coworkers on installation projects.
- Ensured timely delivery of materials and tools, facilitating smooth workflow on installation sites.
- Supported lead installers in completing complex projects, resulting in high-quality installations for clients.
- Assisted in the successful completion of various installations, ensuring client satisfaction.
- Minimized delays by promptly addressing any issues that arose during installations.
- Contributed to a safer work environment by consistently following safety procedures and protocols.
- Reduced errors during installations through meticulous attention to detail and double-checking work.
- Gained valuable industry knowledge by attending training sessions and workshops as required.
Salesperson
The Perfume Bar
06.2023 - 11.2023
- Assisting with daily sales of products
- Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Greeted customers and helped with product questions, selections, and purchases.
- Assisted in setting up promotional displays to attract customer attention and boost sales.
- Provided exceptional customer service, leading to repeat store visits and enhanced customer loyalty.
- Prioritized helping customers over completing other routine tasks in store.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Monitored customers for signs of security concerns and escalated issues to management.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Virtual Technical Support Agent(Specialist)
Amazon
10.2020 - 04.2023
- Resolved North American customer queries through phone, chat and email inbound contacts
- Provided technical support for Amazon Devices, Troubleshooting and dealt with replacements
- Any enquiries related to Amazon Digital Services such as Prime Video, Kindle, Alexa Services
- Provided info on orders placed, payment matters, etc
- Walked individuals through basic troubleshooting tasks.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Documented support interactions for future reference.
- Improved customer satisfaction by providing timely and efficient technical support to clients.
- Handled sensitive customer data securely while troubleshooting account-related problems, maintaining trust between the company and its clients.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided proactive maintenance suggestions to clients, minimizing potential downtime and disruptions.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
- Conducted remote desktop sessions to assist clients in resolving technical problems swiftly.
- Resolved 40+ technical support inquiries per day.
Service Desk Analyst
Rand Mutual - RMA
03.2019 - 12.2019
- Dealing with customer's as well as co-worker's technical problems
- Troubleshoot escalated queries or problems to provide prompt solutions
- Allocating calls to intended business department for efficient solving of problems
- Respond timeously to requests for technical assistance in person, via phone, or electronically
- Maintain excellent communication with all end users and other members of the technology department
Call Center Consultant
FINRITE ADMINISTRATORS
01.2018 - 06.2018
- Online banking Support Agent
Online banking Support Agent
FNB South Africa
02.2015 - 01.2016
- Provided customers with navigation and technical assistance through the FNB Online Banking website
Education
High School Diploma -
Al-Azhar Institute of Johannesburg
01.2002 - 12.2014
N3, Engineering Studies -
Damelin
01.2016 - 12.2017
Skills
Persuasive Speaking
Root Cause Problem Solving
Global E-Commerce
Email Support
Live chat
Pre-installation Site Prep
Positive Attitude
Power Tool Operation
Customer Satisfaction
Diagnostics and troubleshooting
Electrical Wiring
Adaptability and Flexibility
Troubleshooting and testing
Active Listening
Continuous Improvement
Written Communication
Awards
- (RANKED WITHIN TOP 20 AGENTS - 2015 - FNB South Africa, 08/01/15
- (ACHIEVED TOP AGENT FOR NOVEMBER 2021) - Amazon, 11/01/21
Accomplishments
- Employee of the month award.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Salesperson
The Perfume Bar
06.2023 - 11.2023
Virtual Technical Support Agent(Specialist)
Amazon
10.2020 - 04.2023
Service Desk Analyst
Rand Mutual - RMA
03.2019 - 12.2019
Call Center Consultant
FINRITE ADMINISTRATORS
01.2018 - 06.2018
N3, Engineering Studies -
Damelin
01.2016 - 12.2017
Online banking Support Agent
FNB South Africa
02.2015 - 01.2016
High School Diploma -
Al-Azhar Institute of Johannesburg
01.2002 - 12.2014
Assistant Installer(Part Time)
SQS - Source Quality Sollutions
5 2024 - Current