Farhan Abdullahi
Mogadishu
Summary
Experienced Deputy Manager with in-depth knowledge of sales strategies, scheduling, recruitment, money handling and employee relations. Gifted leader with strong communication skills and team player mentality. Consistently achieve high level of personal integrity with strong commitment to personal growth. Motivated professional with several years of experience juggling multiple priorities to keep company running smoothly. Communicative team leader possessing outstanding time management and documentation abilities. Polished in overseeing employee performance and guiding and motivating new talent. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
HR Deputy Manager
Somnet
Mogadisho
01.2019 - Current
- Supported daily operations by coordinating team schedules and tasks.
- Assisted in preparing reports and presentations for management review.
- Managed correspondence and communication between departments effectively.
- Organized meetings, taking minutes and distributing agendas promptly.
- Maintained accurate records of departmental activities and documents.
- Provided administrative support by handling inquiries and resolving issues efficiently.
- Coordinated with other departments to ensure smooth functioning of activities.
- Monitored daily operations and ensured compliance with company policies and regulations.
- Prepared monthly progress reports detailing achievements against set targets.
- Provided guidance and support to team members to help them achieve goals.
- Developed and implemented new procedures to improve efficiency of the organization.
- Oversaw budgeting responsibilities, reducing costs and increasing margins.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality, and conformance.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
HR Section Manger
Somnet
Mogadisho
06.2018 - 12.2018
- Managed daily operations of multiple teams to ensure smooth workflow.
- Developed and implemented training programs for new staff members.
- Oversaw compliance with safety standards and company policies.
- Coordinated communication between departments to enhance collaboration.
- Facilitated team meetings to discuss objectives and progress updates.
- Resolved conflicts and addressed employee concerns promptly.
- Created training programs for new employees and existing staff members to ensure compliance with established policies and procedures.
- Supervised daily workflow activities within the section, ensuring all tasks were completed in a timely manner.
- Evaluated existing processes within the section and suggested improvements where necessary.
- Managed operations section to maintain timely, effective production.
Call Center Supervisor
Hormuud
Mogadisho
01.2018 - 05.2018
- Supervised daily operations of call center staff and maintained workflow efficiency.
- Trained new employees on customer service protocols and call handling techniques.
- Monitored call metrics and provided feedback for performance improvement to team members.
- Developed schedules to ensure adequate coverage during peak call times and shifts.
- Resolved escalated customer inquiries and complaints with effective communication strategies.
- Collaborated with management to implement process improvements for service delivery.
- Conducted regular team meetings to discuss updates, goals, and best practices.
- Ensured adherence to company policies and procedures among all call center staff.
- Monitored calls for quality assurance purposes.
- Provided guidance, training, coaching and mentoring to call center team members.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Conducted performance reviews of call center staff and documented results.
- Maintained strong call control and quickly worked through scripts to address problems.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Analyzed customer feedback data to identify trends in customer service issues.
- Assigned tasks to agents based on their skillset and availability.
- Implemented strategies to improve customer satisfaction levels.
- Identified areas where additional training was needed among existing staff members.
Call Center Representative
Hormuud
Mogadisho
01.2013 - 12.2017
- Managed high volume inbound calls from customers seeking assistance.
- Resolved customer inquiries using company policies and procedures effectively.
- Documented customer interactions accurately in the call tracking system.
- Provided training and support to new staff on call handling procedures.
- Maintained a positive attitude while addressing challenging customer situations.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
Hr secretary
Hormuud
Mogadisho
05.2011 - 12.2013
- Facilitated communication between staff and management regarding HR policies.
- Developed and updated HR documentation, ensuring compliance with regulations.
- Facilitated communication between departments within the organization related to HR issues.
- Maintained employee records and personnel files, ensuring accuracy of information and confidentiality.
- Processed background checks on potential employees using established procedures.
- Participated in HR training and workshops to improve skills and knowledge.
- Assisted in developing job descriptions and person specifications.
Education
Master of Business Administration
Lincoln University Colleg
Malaysia08-2021
Business Administration
Simad University
Mogadishu07-2017
High Diploma in English Language
Express Educational Institutes
Mogadishu01-2014
Somali Computer Institute
Mogadishu03-2011
High School Diploma -
Al-Ma'muun Primary And Secondary School
Mogadishu01-2005
Skills
- Team management
- Employee training
- Performance evaluation
- Conflict resolution
- Compliance oversight
- Communication coordination
- Customer relationship management
- Meeting facilitation
- Time management
- Staff training and development
- Task delegation
- Recruitment and hiring
- Customer service
Languages
Somali
First Language
English
Upper Intermediate (B2)
B2
Arabic
Intermediate (B1)
B1
References
References available upon request.
Timeline
HR Deputy Manager
Somnet
01.2019 - Current
HR Section Manger
Somnet
06.2018 - 12.2018
Call Center Supervisor
Hormuud
01.2018 - 05.2018
Call Center Representative
Hormuud
01.2013 - 12.2017
Hr secretary
Hormuud
05.2011 - 12.2013
Master of Business Administration
Lincoln University Colleg
Business Administration
Simad University
High Diploma in English Language
Express Educational Institutes
Somali Computer Institute
High School Diploma -
Al-Ma'muun Primary And Secondary School