Sanhaji Farah
Customer Success Specialist
Agadir
Summary
Technical support professional diagnosing 35+ device, software, and connectivity issues per day, including 25+ escalations per week, through step-by-step customer guidance. Uses troubleshooting, product knowledge, and clear documentation to resolve issues efficiently and document 10+ product updates per month, routing complex cases to the right support path. Fits Technical Support Specialist work by balancing technical accuracy with steady, reassuring customer communication.
Overview
4
4
Languages
6
6
years of professional experience
Work History
Customer Support Advisor
Concentrix
03.2024 - 05.2026
- Handle 50 customer interactions per day across live chat and phone while keeping responses clear and professional.
- Diagnose device, software, and connectivity issues, then walk customers through step-by-step fixes.
- Explain product features, data syncing, backup options, and software updates in clear, customer-friendly language.
- Triage incoming tickets and chats, prioritizing urgent issues and following up until resolution.
- Escalate complex technical issues to higher-level support teams and track updates through closure.
- Document interactions accurately, monitor quality metrics, and share feedback from common issues to improve service processes.
Optician
Krys Optic
07.2023 - 12.2023
- Advised customers on frame selection, lens options, and fitting considerations based on individual needs.
- Verified prescription details and order specifications before submitting requests for processing.
- Reviewed product options with customers to match style preferences, budget needs, and practical use.
- Entered customer and order information into records with attention to completeness and consistency.
- Explained product features and care instructions in a clear, patient manner during customer visits.
- Collaborated with team members to keep customer service and order handling moving smoothly.
- Resolved questions about product availability, fit, and basic service policies with accurate information.
- Maintained organized customer files and documentation to support smooth follow-up on pending orders.
- Identified common customer concerns and used product knowledge to recommend practical solutions.
- Handled customer interactions professionally while building trust through attentive, respectful service.
- Supported service quality by checking details carefully and confirming customer needs before completion.
- Tracked pending requests and follow-ups to keep customer cases moving through the process.
optician
Lynx Optic
09.2020 - 06.2023
- Troubleshot lens scratch resistance, frame fit, and distortion issues, then guided customers through follow-up care and adjustments.
- Advised customers on blue light filtering, anti-reflective coatings, and other eyewear options to support informed purchasing decisions.
- Handled complaints, returns, repairs, and order status follow-up while keeping customers informed through each step.
- Managed inventory, maintained accurate customer records, and tracked prescriptions, preferences, and past purchases for smoother service.
- Recommended complementary products to support sales targets while coordinating with teammates on stock availability and customer needs.
Education
Bachelor's degree - English Literature
Ibn Zohr University
Agadir07-2021
Higher Technician Diploma - Optics and Optometry
ISOAA Optical & Optometry
Agadir06-2020
Skills
Troubleshooting
Data entry & documentation
Case management
Issue escalation
Quality metrics tracking
Customer consultation
Product knowledge
Relationship building
Team collaboration
Active listening
Root cause analysis
Customer satisfaction scoring
Workforce scheduling
Call quality monitoring
Call routing
Service level agreement tracking
Knowledge base management
Ticket triage
Customer retention
Coaching & training
Timeline
Customer Support Advisor
Concentrix
03.2024 - 05.2026
Optician
Krys Optic
07.2023 - 12.2023
optician
Lynx Optic
09.2020 - 06.2023
Higher Technician Diploma - Optics and Optometry
ISOAA Optical & Optometry
Bachelor's degree - English Literature
Ibn Zohr University