SABIQ AHMADU
Warsaw
Summary
Results-driven professional with expertise handling client requests, solving all sorts of technical issues, managing client database, handling escalated issues, processing client accounts, responding to emergency issues promptly, updating client account information, offer on-call support, and offering specialized knowledge of company's product and services to existing and potential clients.
Overview
2
2
years of professional experience
Work History
VIP CUSTOMER SUPPORT REPRESENTATIVE
GROWE
11.2024 - Current
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Conducted KYC processes for new clients, ensuring compliance with regulatory requirements and company policies.
- Analyzed client documentation to identify potential risks and safeguard transaction security.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high- quality customer service.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Supported VIP customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Collaborated with the billing team to ensure swift resolution of customer payment issues, enhancing customer satisfaction and retention.
Technical/Customer Success Advocate
Square
05.2024 - 10.2024
- Resolve issues from clients via integrated insightful questioning, empathy and with active listening
- Provide hardware/software/network problem diagnosis/resolution via diverse communication mediums for end users
- Partner with Relationship Management and Compliance teams to assist with the preparation, development, due diligence and approval of the electronic Know Your Client (KYC) record
- Professionally resolve issues concerning refunds, charge backs, disputes amidst many others
- Ensure proper and detailed documentation of arising issues
- Conduct transaction monitoring reviews, deep investigations, and reporting suspicious activity related to money laundering and terrorist financing (SAR filings), including wires and other anomalous activities
Customer Service Representative
SITEL - Lyft Project
10.2022 - 05.2024
- Worked with the accident reporting team in creating accident/incident reports for insurance purposes
- Consistently met/exceeded departmental goals and business objectives
- Gathered and verified all required customer information for tracking purposes
- Recognized as the top performer for January 2023
QA Technician
Testronic
10.2022 - 05.2023
- Delivered correspondence of technical and design feedback to lead testers and engineers
- Maintained open communication with developers to resolve issues quickly and accurately
- Demonstrated good investigative and problem-solving skills with strong ability to work with little supervision
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Developed and maintained comprehensive documentation, including test cases, results, and improvement recommendations, for stakeholder review.
- Conducted comprehensive test scenarios to decrease downtime and elevate user satisfaction.
Education
Bachelors of Science -
Wyzsza Szkola Bankowa University
Warsaw 06.2024
Skills
- Compliance Review
- Data Entry
- Sales force
- Client Communication
- KYC Processes
- Anti-Money Laundering
- Quality Assurance
- Policy and Procedure Adherence
- Due Diligence
- Risk Assessment
- Project Management
- Slack and Zendesk
- Microsoft Office Suite
- Jira
- Confluence
Timeline
VIP CUSTOMER SUPPORT REPRESENTATIVE
GROWE
11.2024 - Current
Technical/Customer Success Advocate
Square
05.2024 - 10.2024
Customer Service Representative
SITEL - Lyft Project
10.2022 - 05.2024
QA Technician
Testronic
10.2022 - 05.2023
Bachelors of Science -
Wyzsza Szkola Bankowa University
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