Senior Customer Service Representative
Resume:
SALAH EDDINE REDHA
OUALI
Senior Agent In Customer Support
***********.*.*****@*****.*** +213-***-**-**-**
Annaba, Algeria 23000
PROFILE
Versatile professional with a unique blend of commercial, operational, and customer-facing expertise. Detail-oriented in compliance and committed to human-centered service quality, ensuring accuracy while fostering positive client relationships. Highly adaptable and quick to learn, consistently adding value across diverse industries and contexts. Proven ability to navigate complex challenges and drive results through effective collaboration and innovative problem- solving.
SKILLS
CRM software Documentation review
Customer support Quality assurance
Order fulfillment Cross-functional collaboration
Team monitoring Problem-solving skills
Teamwork and collaboration Multitasking
Calm and professional under pressure Decision-making WORK HISTORY
Senior Customer Service Agent 5ca - Annaba, Algeria (Remote) 01/2025 - Current Ensured service quality by conducting Quality Assurance reviews of agent performance and compliance with company standards.
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Served as the escalation point for complex cases, applying problem-solving skills to achieve high-quality resolutions.
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Trained new hires and guided their transition into senior-level responsibilities, ensuring adherence to quality standards.
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Delivered targeted coaching and training to enhance agent skills, and strengthen overall service quality.
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Analyzed customer dissatisfaction trends to identify root causes, and improve ticket handling processes.
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Streamlined support workflows and coordinated with cross-functional teams to boost efficiency and customer experience.
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• Conducted follow-ups with customers to confirm resolution and satisfaction. Customer Support French/English 5ca - Annaba, Algeria (Remote) 03/2024 - 01/2025 Demonstrated strong problem-solving skills by identifying and resolving complex technical issues in a timely manner.
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• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Organized and detail-oriented with a strong work ethic.
• Self-motivated, with a strong sense of personal responsibility.
• Passionate about learning and committed to continual improvement. Trader in Import / Export OSER Business and Trade - Annaba 09/2017 - 12/2022 Managed international sourcing for imports and exports, covering food, agri-food, FMCG, raw materials, and chemicals.
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Selected and maintained relationships with reliable international partners, ensuring compliance, quality, and long-term cooperation.
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Oversaw full trade operations, from supplier negotiations to logistics coordination and delivery.
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Developed a service for entrepreneurs launching industrial projects, assisting with supplier sourcing, business plan support, and implementation — accompanying some clients through to production start-up.
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Created a service for investors, preparing feasibility analyses and presenting tailored investment opportunities with clear strengths, outcomes, and benefits.
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Successfully delivered multiple turnkey industrial projects, from recycling initiatives to large- scale industrial investments — managing everything from concept and supplier selection to on-site implementation and production launch.
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Customer Service Representative SARL Sotrale - El Tarf, Algeria 11/2012 - 10/2013 Welcomed clients in the showroom/office, presenting ongoing and completed construction projects.
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Identified client needs and developed personalized project proposals, coordinating closely with architects and technical teams.
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Prepared and communicated quotations and offers, ensuring alignment between client expectations and company capabilities.
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Supported clients throughout the decision-making process, providing clear explanations and tailored solutions.
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Handled customer complaints and after-sales issues, ensuring satisfaction and maintaining long-term trust.
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Supply & Procurement Assistant SARL Sotrale - El Tarf, Algeria 10/2011 - 11/2012 Assisted the supply department in monitoring stock levels and coordinating with supervisors to ensure continuous availability of raw materials for construction projects.
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Supported the procurement of office supplies and small equipment under the guidance of the hierarchy.
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Collaborated with managers to arrange timely deliveries of materials to construction sites, preventing operational slowdowns.
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Helped source spare parts for machinery and heavy equipment, assisting maintenance teams in minimizing downtime.
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LANGUAGES
Arabic English
French
EDUCATION
International Institute of Management - Annaba, Algeria 06/2016 Associate Degree: Marketing
Associate's degree in Marketing with a focus on market research, consumer behavior, and promotional strategies. Gained strong analytical and communication skills through hands-on projects and coursework
El-Khawarizmi High School - Annaba, Algeria 06/2011 Baccalaureate: Management and economics
HOBBIES
Traveling - Astronomy - Economics - Swimming - Reading - Philosophy
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