Aircraft Maintenance Support Analyst

CURRICULUM VITAE

PERSONAL INFORMATION:

Name & Surname: Zied Brouri

Date of birth: 19 / 07 / 1987

Home Address: * ****** ** ** ******* 1 Ben Arous

Contact number: +216-**-***-***

E-mail: ************@*****.***

Nationality: Tunisian

I’m an enthusiastic person self motivated, reliable responsible and a hard working, I’m a mature team worker and adaptable to all challenging situations . I’m able to work well under pressure both in a team environment as well as using own initiative and to adhere to strict deadlines.

EDUCATION:

2007/2008 Mathematics Baccalaureate Graduation (Al Amal High School)

2009/2012 Aircraft Maintenance (Airline Flight Academy)

WORK EXPERIENCE:

2012/2016 Member in Football Club (ESR Rades)

November 2016 / August 2018 Customer services agent/Ticketing(Qatar Airways Company)

Managing incoming calls and customers enquiries.

Identifying and assessing customer’s needs to achieve satisfaction.

Provide accurate, valid and complete information by using the right methods and tools.

Handle customer complaints; provide appropriate solutions and alternatives within the time limit.

Follow up to ensure resolution, keep records of customer interactions, process customer account files and documents.

Follow communication procedures, guidelines and policies.

2018/2020 Member in Football Club (ESR Rades)

October 2020 Frontline Support Analyst (KIU System Solutions)

Responsible for the analysis, replication and resolution from simple to high complexityproblems, follow up of incoming cases serving as frontline support to the airline customers hosted in KIU.

Provides technical support through different communication channels using advanced softwareand diagnostic tools to both, application front and back-end, as well as recommend best business practices to customers on the application usability and system maintenance.

Responsibilities:

• Conducts a logical analysis of complex customer issues.

• Researches and validates application, back-end or technical issues to aid customers in

understanding product functionality and outputs.

• Develops thorough understanding of the suite user interface in order to investigate customer queries and issues.

• Works collaboratively in a team environment with advanced support teams, account managers implementation and development resources to meet customer expectations regarding the

resolution of maintenance issues/service requests.

• Ensures that customer needs are satisfied. Must have the ability to evaluate the impact of the

issue to the customer and escalate issues. Act as the lead interface with the customer, internal or

external, regarding support on our products.

Skills :

Team worker player

Good communication skills

Ability to anticipate customer needs

Willing to learn new challenges

Cross cultural sensitivity and understanding

LANGUAGES:

Arabic: Native language

English: Fluent

French: Fluent

ACTIVITIES AND INTERESTS:

Football

Watching movies

Travelling

Contact this candidate