Technical Support Senior Customer

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Mohamed Houcine Khalfallah

Senior Customer Advisor • Technical Support Expert

************@*****.*** • +216-**-***-***

* *** ** *’Épi, Cité Erriadh, 4023 Sousse, Tunisia

**/**/**** (38 years old) • Tunisian Nationality

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PROFESSIONAL EXPERIENCE

Teleperformance Sousse — Senior Customer Advisor / Technical Support

(Orange France)

October 2011 – Present (13 years)

Advanced technical support for Orange France customers (phone, chat, and email)

Diagnosis and troubleshooting of Internet, mobile, and fixed-line connectivity issues

Ensured a high level of customer satisfaction for a premium brand Mentoring and training of new advisors

Managed technical escalations and complex customer interactions Strict adherence to GDPR and data security standards Work environment certified: ISO 27001, ISO 27701, NF EN 15838 TanitShore — Insurance & Mutual Advisor

January 2011 – August 2011 (8 months)

Advising and selling insurance and mutual products to French clients Phone prospecting and customer retention

TECHNICAL SKILLS

Customer Support & Client

Relationship

Technical Troubleshooting &

Network Diagnostics

Communication & Escalation

Management

Programming: C#, Java, PHP, SQL

Tools: CRM, Databases,

Telephony

CERTIFICATIONS

ISO/IEC 27001 – Information

Security

ISO/IEC 27701 – Data

Protection (GDPR Compliance)

NF EN 15838 – Contact Center

Quality

ISO 37301 – Compliance

Management

ISO 37001 – Anti-Corruption

SOC 2 Type II – Security &

Availability

Achieved sales and quality targets

DataSoft Tunisia — Final-Year Internship (CRM Development) January 2010 – June 2010 (6 months)

Designed and developed a complete CRM module (PHP/MySQL) Conducted business needs analysis and database design Performed testing, debugging, and technical documentation

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EDUCATION

Higher Institute of Computer Science and Mathematics, Monastir Applied Bachelor’s Degree in Computer Systems and Programming (2010) Comprehensive training in software development, databases, networks, and information systems.

Cité Erriadh Secondary School, Sousse

High School Diploma – Science (2005)

Strong foundations in mathematics and science, graduated with honors.

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PROJECTS

CRM Module – Graduation Project (DataSoft, 2010)

Full CRM development project: analysis, design, coding, testing, and documentation.

LANGUAGES

French — Fluent

English — Intermediate

Arabic — Native

PROFESSIONAL STRENGTHS

13 years of telecom customer

support expertise

Dual skill set: technical &

customer relations

Certified in multiple ISO

international standards

Team player with strong

adaptability

Open to international mobility

ADDITIONAL INFORMATION

Employment status: Permanent

(Full-time)

Mobility: Internationally

available

Notice period: Negotiable

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