Ahmed Akaniw
Casablanca
Summary
Dynamic customer service professional with extensive experience at Intelcia, excelling in conflict resolution and CRM software utilization. Proven track record of enhancing customer satisfaction through effective problem-solving and active listening. Recognized for achieving high conversion rates and fostering team collaboration to drive performance and exceed service goals.
Overview
1
1
year of professional experience
2023
2023
years of post-secondary education
Work History
Call Center Agent
Intelcia
Casablanca
01.2025 - 06.2025
- Managed inbound customer inquiries with professionalism and empathy.
- Resolved customer complaints using conflict resolution techniques.
- Utilized CRM software to track and document customer interactions.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Completed high volume of outbound calls per day with above-average conversion rate.
- Greeted customers in a professional and courteous manner.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Utilized problem solving techniques when dealing with difficult or irate customers.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Call Center Agent
Mf Call Center
Casablanca
06.2024 - 01.2025
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
McDonalds
McDonalds
Casablanca
01.2024 - 06.2024
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Education
Othmane Bno Affane
CasablancaSkills
- Customer service
- Conflict resolution
- CRM software
- Call management
- Team collaboration
- Active listening
- Time management
- Critical thinking
Languages
Arabic
First Language
English
Intermediate (B1)
B1
French
Advanced (C1)
C1
Timeline
Call Center Agent
Intelcia
01.2025 - 06.2025
Call Center Agent
Mf Call Center
06.2024 - 01.2025
McDonalds
McDonalds
01.2024 - 06.2024
Othmane Bno Affane