Hibo Abdullahi
Toronto
Summary
An extremely dedicated individual with great attention to detail and a self-motivated team player. Seeking experiences, where I can utilize my experiences and knowledge while providing an opportunity for professional development. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
Work History
Board Screening Officer
Canadian Air Transport Security Authority
04.2023 - 11.2023
- Screen the travelling public and their belongings
- Ensure non-permitted items do not enter the secure area
- Control access to restricted areas
- Respond to alarms and report any events, illegal acts, or violations
- Participate in emergency operations within the airport
Call Centre Representative
Rogers
08.2022 - 05.2023
- Made sure to surprise and delight every customer, and make their experiences memorable
- Continuously share amazing ideas to keep the team motivated
- Take accountability to create and deliver business plans to meet regional, store, and employee targets
- Be the first to learn about new products and services
- Assisted costumers with making sure their needs were met
- Experience using Maestro, Workforce, Teams, etc.
Call Centre Representative
Ian Martin Vaccine
10.2021 - 06.2022
- Assisted clients in scheduling COVID-19 vaccinations and retrieving vaccination certificates
- Listen carefully and understand customer requests and inquiries, in a high-volume inbound call centre
- Leverage a knowledge base and informational materials to offer guidance to callers and provide them with accurate information regarding COVID-19 vaccinations
- Escalate concerns/questions as needed
- Work diligently and properly with confidential information and documentation
- Experience using Salesforce, Microsoft Excel, Teams, etc.
Collections Agent
Royal Bank of Canada
06.2019 - 08.2020
- Negotiated with account holders to devise repayment plans and minimize collections receivable
- Handled high volume of in-bound and outbound calls pertaining to reconciliation of delinquent accounts
- Managed risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests
- Educated and provided advice to clients to meet their financial needs, while providing tailored short- and long-term credit solutions
Peer Mentor
York University
09.2017 - 05.2020
- Helped first and second year students navigate York University and develop academic skills for success
- Provided opportunities for students to connect with each other, offer feedback on assignments
- Made significant connections with incoming students during orientation
Telephone Data Collection Clerk
09.2017 - 05.2019
- Conducted academic research by collecting and imputing data on surveys on behalf of various Ontario Ministries and the Government
- Trained to understand and follow policies and procedures and taught to maintain confidentiality to protect the respondents’ information
- Worked to establish a professional relationship with respondents based on trust by notifying participants of call purpose and use of information
VOLUNTEER, Event Coordinator
Refugee Migrant, York University
09.2017 - 04.2018
- Student-led project will showcase York University’s connection with refugee/migrant communities
- Conducted a workshop to film interviews and photograph participants’ memorabilia
- Held a public art exhibit showcasing film montage
Education
Bachelor of Arts - Psychology
York University
Skills
- Statistical analysis, knowledgeable in software’s including
- SPSS and MS Excel, for data manipulation and visualization
- Able to work independently and collaboratively in a fast-paced environment
- Highly organized, ability to use MS Outlook, Google Suite to organize and execute tasks effectively
- Efficient note-taking and non-verbal communication skills
- Highly proficient in report writing using MS Word and ability to visualize reports using MS PowerPoint
- Multitasking Capabilities
- Threat Assessment Proficiency
- Security Protocol Familiarity
- First Aid Knowledge
- Critical Thinking Aptitude
- Adaptability and Flexibility
- Emergency Response Preparedness
Timeline
Board Screening Officer
Canadian Air Transport Security Authority
04.2023 - 11.2023
Call Centre Representative
Rogers
08.2022 - 05.2023
Call Centre Representative
Ian Martin Vaccine
10.2021 - 06.2022
Collections Agent
Royal Bank of Canada
06.2019 - 08.2020
Peer Mentor
York University
09.2017 - 05.2020
Telephone Data Collection Clerk
09.2017 - 05.2019
VOLUNTEER, Event Coordinator
Refugee Migrant, York University
09.2017 - 04.2018
Bachelor of Arts - Psychology
York University
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