Customer Support consultant

Omar Rimi

Casablanca, MA ****.****@*******.*** +212*********

https://www.linkedin.com/in/omar-rimi-3b7ba0272/

Education

La Residence High School Casablanca, MA

High School degree Mathematics Sep 2018 - Jun 2019 La Residence Preparatory School Casablanca, MA

2 years of preparatory classes Economics Sep 2019 - Jun 2021 Experience

Sitel Casablanca, MA

Customer support agent May 2021 - Feb 2022

• Addressed & directed 6000+ customer service calls concerning glass repairs, providing immediate resolutions to 50% of clients.

• Streamlined customer support process by leveraging CRM software features to track & minimize response times to 30 minutes on average.

• Developed dedicated processes for scheduling appointments with customers, resulting in 70% satisfaction rate and successful completion of 1530 jobs. 5CA Casablanca, MA (Remote)

Gaming support agent Mar 2022 - Nov 2022

• Provided round-the-clock assistance to 7K gaming customers, resolving 90% of inquiries related to payments & accounts within 24 hours.

• Analyzed escalated cases of customer complaints and took corrective measures to minimize recurrence by 60%.

• Actively monitored live chats with users & proactively identified queries before they occurred, increasing response speed by 20%.

Supportyourapp inc. Casablanca, MA (Remote)

Customer support consultant Jan 2023 - Jul 2023

• Provide assistance to customers regarding any aspect of the client's product.

• Maintain a good connection between the client and the customers by passing the players' ideas to the developers.

• Help monitor mass issues by quickly alerting the developers. Skills

Arabic: Native

French: Native level

English: Native level

Spanish: Basic level

Microsoft office tools: Word, Excel, Powerpoint, etc. Teamwork: Open to new ideas, understanding.

Ability to work under pressure, focus: Learnt in 2 years of preparatory classes Communication skills: Honed during previous work experiences.

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