Customer Service Technical Support

TAOUFIQ ICHOU

San Jose *****, CA. *******.*******@*****.*** Phone: 1-831-***-****

Willing to relocate: Bay Area.

Authorized to work in the US for any employer.

WORK EXPERIENCE:

Autodesk Inc.

E-Store Support Specialist: worldwide – San Rafael CA – January 2017 to present.

In charge of the French EMEA and French Canadian Global customers support

Support customers with all aspects of customer service on a Multi lingual - multi-channel context; Chat/Mail/ inbound/outbound calls.

Coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

Taking ownership for meeting the needs of customer as well as company Sla’s and targeted Metrics.

AT&T Premises/wire Technician:

Construction and engineering - San Jose CA - June 2016 to December 2016.

Deployment / installation of DSL/Broadband/Fiber optic high-speed internet, Pots / VoIP and Iptv/video solutions for business and residential customers.

Read an interpret information provided by the service order, work order and blueprints such as name, ad- dress of customer, and type of activities to be performed, using appropriate tools, equipment and supplies required.

Install, rearrange, change, repair and remove drops, cables, and associated wiring. Install private lines and circuits, and verify trouble-free continuity by loop care testing.

Update all records as required and keeping track of supplies in company Van for inventory. Ensuring pre and post installation customer satisfaction.

IT Helpdesk Technician

Mysoft SA - Rabat, Morocco- February 2014 to October 2015

Troubleshooting and providing technical support in a mixed Mac, PC and Linux environment. Supporting security standards (antivirus/firewall/patching).

Maintaining user accounts, passwords, data integrity, system access and security backups (cloud & local) Initiating and tracking service requests with 3rd party vendors.

Administering cloud storage (Box)

Supporting and maintaining LAN/Wi-Fi networks.

Implementing and maintaining standard operating procedures, best practices and customer service guidelines.

Ensuring IT provisioning needs are met for new employee on-boarding.

Recruitment Officer

Teleperformance - Rabat - October 2014 to May 2015

Responsibilities:

Implementing the full-cycle recruiting process for all positions according the company's HR strategies and Sla's.

Coordinating with the recruitment partners (private job boards and recruitment agencies.) Managing and keeping up to date the internal recruitment cvteque. (Resumes database) Prescreening applications and applicants.

Interviewing & assessing the applicant’s qualifications and ability to perform the essential call center job functions.

Obtaining information on applicant’s references, background and necessary certifications. Compiling and inputting applicant information into employment database.

Referring qualified applicants to department manager for a second interview (if needed) Compiling all necessary documentation for new hires and extends offers.

Preparing new hire files, schedules employees and facilitates and coordinate paperwork for new hire orientation.

Assisting with internal transfers and status changes. Performing daily, weekly and monthly reports.

Customer Service Representative - French and Canadian Market

Amazon.com Customer Service - Rabat - October 2013 to February 2014

Responsibilities:

Insuring front desk and back office support for amazon customers via Telephone, emails and chat. Handle and process deliveries (item returns, orders tracking Sales Support and level 1 technical support for multimedia devices.)

Assisting the customers with the packaging or shipment of orders when required during peak times.

Ensuring general global customers satisfaction.

Technical Instructor - French & UK market.

Softgroup - BPO business process outsourcing. - Casablanca - January 2009 to December 2012

Responsibilities

Deploy, conduct technical and business process training and development for new hires and existing agents. Creating, managing, and implementing training materials and processes under direction from the Training and QA supervisor.

Auditing and monitoring the agents quality performances according to the SLA's

Technical Support - customer service rep - French market

Webhelp Group # Business unit: France Telecom - Orange ISP - June 2005 to February 2008

Responsibilities

Insuring technical support (front office / back office tasks) for end users and client remote technicians via multiple channels inquiries (phone, emails and chat) as well as by remote connectivity support applications. Ensuring global customers satisfaction.

EDUCATION:

Associate degree in Computing, networking and telecommunications

Private School Served By District - Morocco. 2005 to 2007

Associate degree in Tourism management

Public tourism institute - Morocco. 2003 to 2005

Bachelor's in English literature

Public - Morocco. 2000 to 2003

SKILLS:

Customer Service (10+ years), Human Resources (1 year), French (10+ years), Arabic (10+ years), German (3 years), Computer Skills (10+ years), Management Skills (3 years), Team Leadership (10+ years)

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