Customer service: Senior Customer Service Agent at WEBHELP Maroc since December 2010 until January 2018 on the following businesses:

• Customer representative for NUMERICABLE’s account (French internet provider), in charge of providing advice to customers regarding their accounts, consumption plan and billing details.

• Technical support agent for SFR’s account (French internet provider), in this position I oversaw providing technical support to customers for the initial installation of our products, software and hardware and insure to follow-up on the products if they are subscribed. 

• Customer representative for FEDEX:

- in charge of handling documentation for all international shipments held by customs, in addition to selling shipping solutions to the customers (B2B).

- In charge of arranging Pick-up and delivery for small, freight and DG shipments.

• Customer representative for EASYJET’s account: in charge of booking flights, making sure the travelers have all needed documentation for their destination in addition to handling all claims related to disrupted flight, lost luggage…

Quality analyst: since January 2018 until March 2021

• Production Quality Analyst for EasyJet then for adidas: in this position my mission was to make sure that all processes are being followed by the customer service and take action to correct any violations that might lead to customer in unsatisfaction or financial loss for the company or the client.

Real time analyst: since March 2021 to today

• Real Time analyst:

- in charge of driving production and making sure that the targets set by the company and the client are met.

- managing access rights to data bases while making sure all data is secure

- in charge of creation of tickets and following them up in case a production application or data base is down.

-making sure the billed production hours are following the hours order by the client.

Sales:

May 2010 to November 2010: sales agent at CRM VALUE for the account of EdiPub for which I oversaw prospecting new customers through a partnership program with banks in France to sell luxury handmade leather products.

2009 to 2010: sales agent at ISOSELL for the account of Prisma Press, my mission was to prospect new subscribers for collector's magazine's memberships.

Mars 2008 to Novembre 2008: sales advisor at UNIVERVOX where I oversaw taking appointments for customers to visit the show room for a company that makes porcelain products.