Boutaina HMAM
Summary
Customer support professional prepared for senior-level responsibilities. Extensive experience in resolving challenging customer issues and refining support processes. Recognized for teamwork and adaptability, leveraging communication and problem-solving skills to drive results.
Overview
5
5
years of professional experience
Work History
Senior Customer Support Representative
Pexly
11.2023 - Current
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Quality Team Leader
Majorel
12.2021 - 10.2023
- Started as a content reviewer for Google and led my way to being a quality analyst to eventually achieve the quality team lead position
- Maintained certification compliance by regularly reviewing and updating internal documentation and processes.
- Enhanced product quality by implementing robust testing procedures and quality control measures.
- Led root cause analyses investigations following non-conformance incidents, implementing preventive measures to avoid future occurrences.
Real Time Analyst
MCC
03.2020 - 12.2021
- Conducted regular audits of workforce management tools, ensuring accurate data input and system integrity.
- Supported continuous improvement initiatives, conducting root-cause analysis for recurring issues and recommending solutions.
- Enhanced customer satisfaction by monitoring call quality and coaching agents for improvement..
Education
Bachelor of Science - Engineering Science
Pluralsight
Seattle08.2020
Skills
- Empathy and patience
- Exceptional communication
- Training and mentoring
- Sales support
- Fast learner
Timeline
Senior Customer Support Representative
Pexly
11.2023 - Current
Quality Team Leader
Majorel
12.2021 - 10.2023
Real Time Analyst
MCC
03.2020 - 12.2021
Bachelor of Science - Engineering Science
Pluralsight
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