Multilingual Customer Support & Platform Operations

**/**** – **** Lisbon, Portugal

**/**** – **** Lisbon, Portugal

**/**** – 02/2020 Casablanca, Morocco

**/**** – 04/2016 Casablanca, Morocco

**/**** – 07/2016 Casablanca, Morocco

ZINEB HAOUS

Location: Lisbon, Portugal Email: *************@*****.*** Phone: +351-***-***-*** An adaptable and detail-oriented professional with extensive experience in customer support, platform operations, and content moderation across multinational environments. Proven track record of handling high-stakes communication, managing back-office processes, and adapting seamlessly to multicultural teams. Multilingual with native-level proficiency in English and Arabic, and working knowledge of French and Portuguese. PROFESSIONAL EXPERIENCE

Advisor – Nestlé Business Solutions

Provide dedicated business support and advisory services within Nestlé's corporate structure. Manage professional business inquiries, ensure service delivery quality, and collaborate effectively with cross- functional global teams.

Platform Experience Practitioner – Accenture

Serve as a specialized Point of Contact (MVP) to ensure high-quality platform experiences, user trust, and strict procedural compliance.

Analyze platform operations data, troubleshoot recurring user experience issues, and support comprehensive back- office workflow optimizations.

Content Moderator & Back Office Specialist – Majorel Reviewed, filtered, and moderated user-generated digital content to ensure strict alignment with regulatory policies and community guidelines.

Handled sensitive back-office administrative tasks, managed data reporting frameworks, and ensured timely case resolution.

Phone Operator & Data Analyst – Allowin

Handled high-volume inbound and outbound communications professionally while accurately tracking metadata. Analyzed daily operational call center data to identify bottlenecks and significantly improve service metrics. Cultural Exchange Teacher & Student Leader – Global Voices Initiatives

Conducted interactive educational and language sessions as a teacher within the cultural exchange framework

(09/2015–06/2016).

Actively facilitated global cultural dialogue as a selected student representative (09/2010–07/2015). ADDITIONAL EXPERIENCE

Receptionist (Part-Time) – 12 Star Hostel, Portugal (07/2020 – 11/2020) Waitress & Coordinator – Taza Lounge, Portugal (07/2020 – 11/2020) Phone Operator – Mo Call, Morocco (09/2014 – 03/2015) Receptionist & Hostess – Morocco Mall, Morocco (01/2014 – 08/2014) SKILLS & EXPERTISE

Core Expertise:

Platform Operations, Content Moderation, Back Office Management, Customer Experience, Data Tracking

Soft Skills:

Emotional Intelligence, Cross-Cultural Adaptability, Communication, Team Collaboration, High Flexibility LANGUAGES

English: Native / Bilingual

Arabic: Native / Bilingual

French: Limited Working

Portuguese: Limited Working

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Tools:

Microsoft Office Suite (Word, Excel, PowerPoint), Data Reporting Frameworks

EDUCATION

English Studies

Ben M'sik University (09/2013 – 06/2015) Morocco Modern Literature

Ibn Haitam High School (Graduated 07/2013) Morocco

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