Adib Hliba
Thompson
Summary
Dynamic and results-driven professional with experience in operations management, customer support, and stakeholder relations. Adept at optimizing workflows, resolving escalated issues in real time, and ensuring seamless communication between multiple stakeholders, including customers, couriers, and restaurants. Strong ability to thrive in fast-paced, high-performance environments, meeting and exceeding key performance indicators (KPIs). Bilingual in French and English, with excellent communication and problem-solving skills. Passionate about enhancing operational efficiency and delivering outstanding service experiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Bilingual Operations Specialist
Just Eat Takeaway
10.2021 - 09.2024
- Provide real-time support to couriers via live chat, ensuring efficient issue resolution and smooth order deliveries.
- Optimize stakeholder experience by utilizing proprietary technology to enhance communication between couriers, customers, and restaurants.
- Resolve escalated inquiries and coordinate effectively between multiple teams to maintain high service standards.
- Consistently meet and exceed key performance indicators (KPIs) in a fast-paced, dynamic environment.
- Communicate fluently in both French and English to assist diverse stakeholders.
Bilingual Client Relations Specialist
Canada Life
07.2019 - 09.2021
- Effectively troubleshoot / resolve medical, dental and drug telephone/ email inquiries using various systems and tools in a timely fashion.
- Provide accurate responses to plan members, medical and dental providers, and plan administrators, while maintaining the highest level of customer service.
- Actively participate in an ongoing learning environment.
Team Coordinator
24-7 intouch
01.2019 - 06.2019
- Managed team workload to reach production targets.
- Worked with customer service to handle escalated customer issues.
- Created staff schedules, approved requested time off, and updated reports.
- Used advanced features of Microsoft Office to complete necessary reports for senior management review.
Education
Business Administration
Université De Saint-Boniface
Winnipeg, MB06.2019
Bachelor of Science - Science
Université De Reims Champagne Ardenne
05.2015
Skills
- Customer Service
- Data analysis
- Conflict resolution
- Extremely organized
- Fluent in English and French
- Interpersonal and written communication skills
- Self motivated
- Team player
- Handling good workloads, Reports crafting and production
Certification
First Aid Responder.
Volunteering
Accueil Francophone: - Winnipeg, MB : Welcoming new refugees.
Languages
English
Full Professional
French
Native or Bilingual
Timeline
Bilingual Operations Specialist
Just Eat Takeaway
10.2021 - 09.2024
Bilingual Client Relations Specialist
Canada Life
07.2019 - 09.2021
Team Coordinator
24-7 intouch
01.2019 - 06.2019
Bachelor of Science - Science
Université De Reims Champagne Ardenne
Business Administration
Université De Saint-Boniface
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