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Competences
Experience
Customer Service Representative
Foundever (Nespresso project)
2024-01 - 2024-10
Provided front‑line support for Nespresso customers, handling inquiries and complaints via phone and chat. Utilised CRM tools to log interactions and ensure timely resolution. Collaborated with a team of 12 agents, following Agile‑style daily stand‑ups. Achieved a 92% customer satisfaction rating and reduced average handling time by 15%.
Customer Service Agent
Cnexia (BNQ project)
2023-05 - 2024-01
Supported BNQ (Banque Nationale du Québec) clients in French and English, processing transactions and troubleshooting technical issues. Employed ticketing system (Zendesk) and documented best‑practice procedures. Worked within a cross‑functional team of 8, contributing to process‑improvement workshops that cut response time by 10%.
Customer Service Associate
IO Solutions
2022-10 - 2023-05
Handled inbound and outbound calls for various B2B clients, delivering product information and resolving service disruptions. Utilised Microsoft Office Suite and internal knowledge base to provide accurate answers. Recognised for strong persuasion skills, achieving a sales conversion rate 8% above target.
Langues
Arabic
fluent
French
fluent
English
fluent
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