About
Highly customer-focused professional with extensive experience in customer service, application support, and quality assurance, adept at resolving complex issues and driving high satisfaction levels. Proven ability to optimize processes, improve workflows, and leverage strong analytical skills to ensure exceptional service delivery. Fluent in English, French, and Arabic, I excel at enhancing customer experiences and operational efficiency.
Work
GovAssist
|Customer Service Quality Assurance Specialist
Remote, Remote, US
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Summary
Currently leading quality assurance initiatives for customer service operations, providing critical feedback and driving performance improvements to enhance service delivery and customer satisfaction.
Highlights
Evaluate agent performance with clear, constructive feedback, identifying areas for improvement without repeated penalties, ensuring fair and consistent quality standards.
Conduct targeted coaching sessions based on graded tickets and overall QA scores, sharing performance tips and improvement strategies to elevate agent proficiency.
Facilitate group Q&A sessions with QA Specialists to clarify standards, reinforce best practices, and foster a collaborative environment for continuous learning.
Audit and report process discrepancies, system bugs, and training inconsistencies, ensuring timely resolution and preventing recurring issues to maintain operational excellence.
GovAssist
|Customer Service Representative
Remote, Remote, US
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Summary
Provided comprehensive customer support across multiple channels, guiding clients through complex application processes while consistently exceeding quality standards.
Highlights
Delivered high-quality customer support via calls, emails, and live chat using Zendesk, resolving inquiries efficiently and enhancing customer satisfaction.
Assisted customers with U.S. Non-Immigrant VISA, ESTA, and Canada eTA application processes, ensuring accurate and timely submission.
Ensured smooth and efficient application completion by providing clear, step-by-step guidance, reducing errors and improving user experience.
Maintained a QA score of 94%+, consistently exceeding company standards for service quality and performance.
RamyFood
|Application Support Specialist
Réghaïa, Algeria, Algeria
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Summary
Provided critical application support, minimizing system downtime and enhancing user proficiency through collaborative problem-solving and training.
Highlights
Resolved software and application issues, minimizing downtime and ensuring continuous operational efficiency for users.
Collaborated effectively with development teams to report bugs and implement timely fixes, contributing to system stability and performance.
Conducted comprehensive training sessions for users, educating them on new features and updates to maximize application utilization and adoption.
Cima Motors
|Inventory Management Specialist
Réghaïa, Algeria, Algeria
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Summary
Managed extensive inventory operations across multiple branches, optimizing stock accuracy, streamlining logistics, and providing data-driven reports to enhance supply chain efficiency.
Highlights
Managed inventory across 10+ branches, achieving 98% stock accuracy through meticulous tracking and reconciliation processes.
Coordinated vehicle dispatch and transfers, reducing logistics errors by 20% and improving delivery timelines.
Provided daily reports to management, utilizing data to optimize stock levels and enhance overall supply chain efficiency.
Utest
|QA Tester (Freelancer)
Remote, Remote, US
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Summary
Executed comprehensive functional, regression, and payment testing for diverse software projects, identifying critical bugs and achieving top performance recognition.
Highlights
Conducted functional, regression, and payment testing across multiple software projects, ensuring product quality and stability.
Reported and documented critical bugs, contributing to product improvement and achieving a gold rank for excellence on the platform.
Achieved Gold Rank for exceptional performance in quality assurance testing, demonstrating high proficiency and reliability in bug identification.
Cima Motors
|Customer Support Agent
Réghaïa, Algeria, Algeria
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Summary
Managed customer interactions, efficiently resolving complaints, scheduling appointments, and conducting recall campaigns to enhance satisfaction and retention.
Highlights
Handled customer complaints efficiently, improving satisfaction rates through proactive communication and effective resolution strategies.
Scheduled appointments and conducted targeted recall campaigns, ensuring timely service delivery and customer engagement.
Ensured timely follow-ups, enhancing customer retention and satisfaction by maintaining strong customer relationships.
Education
University of Algiers-2
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Bachelor's Degree
English Language (Language Sciences & Didactics)
Languages
English
French
Arabic
Certificates
Web Development Bootcamp
Issued By
Ecole Ecoin
Digital Marketing Certification
Issued By
Agence19
Skills
Customer Support & QA
Application Support, Troubleshooting, CRM, Customer Service, Communication, QA Testing, Bug Reporting, Zendesk CRM, Problem-Solving, Attention to Detail, Team Collaboration, Training.
Technical Skills
HTML/CSS, SEO, SQL (Basic).
Operations & Management
Inventory & Stock Management, Process Optimization, Workflow Improvement, Reporting, Logistics.