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2 years of experience

Skills

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 & Documentation

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. Utilised Salesforce CRM for navigation, note‑taking, reporting and data analysis to inform strategic decisions. Managed billing processes including subscription cancellations, refunds and payment transactions while ensuring policy compliance. Executed proactive upselling and customer retention strategies, improving loyalty rates and revenue. Collaborated cross‑functionally across departments to meet business goals and maintained a positive, brand‑aligned customer experience.

Education

AP Degree in Service, Hospitality and Tourism Management

Languages

Danish

native

English

fluent

Somali