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2 ans d'experience

Competences

Customer Success Sales Problem Solving Technical & Admin Teamwork Organization Social Skills Performance Efficiency Omnichannel Support B2C Account Management Proactive Upselling Customer Retention Conflict Resolution Remote Troubleshooting Analytical Thinking Salesforce CRM Invoice & Payment Processing Quality Assurance Reporting Cross-functional Collaboration Time Management Stress Management Adaptability Active Listening Empathy Customer Care Cultural Awareness Target Driven Fast Product Knowledge Assimilation Multitasking Policy Enforcement

Experience

Operations Customer Expert

YouSee

2017-05 - 2019-07

Provided premium omnichannel support (phone, email, chat) for B2C customers, handling streaming, login, and app issues. Utilized Salesforce CRM for navigation, note‑taking, reporting and data analysis to inform strategic decisions. Managed billing tasks including subscription cancellations, refunds and payment processing while ensuring policy compliance. Executed proactive upselling and customer retention strategies, improving loyalty rates. Collaborated cross‑functionally across departments to meet business goals and maintained a positive, brand‑aligned customer experience.

Formation

AP Degree in Service, Hospitality and Tourism Management (currently studying)

Langues

Danish

native

English

fluent

Somali