2012 - Actuel
Teaching Online (English and Somali)Freelance - Hargeisa, Somalie
1995 - 1998
Technical SupportCable & Wireless Plc - London, Royaume-UniThis experience helps me teach on Italki because during this role I learnt conflict resolution and management skills. These skills were necessary for service and support calls with customers. Customers who were reaching out to my department for service and support were doing so because they were trying to find a solution to a challenge.
I encountered many angry frustrated customers from time to time, too - this requires an even deeper level of conflict resolution on the part of customer suppo
1999 - 2021
Technical SupportMCI WorldCom - London, Royaume-UniA position where I carefully developed customer advocacy and success skills over a long period of time.
My team and I turned support into customer championing. We turned satisfaction into retention. Turning happy customers into customers who actively promoted our company. These customers didn't simply exist once they made a purchase from our sales department; they were created when our customer and technical support team treated them well and fought to solve their problems.
2001 - 2003
Technical SupportTelewest Plc - London, Royaume-UniMajor Achievement: I proposed and authored a technical fault resolution manual for Helpdesk staff The London Borough of Islington, as a result, due to my manual the number of tickets my company received from this client decreased from 85% to 30%.
A win-win situation which led to a reduction in my team's issues' queue, as well as a reduction in the volume of tickets my team failed to resolve within SLA timescales.