Mohamed HARIRI
Ottawa,ON
Summary
Seasoned Senior Customer Service Specialist with a strong background in managing complex customer inquiries, resolving conflicts, and driving customer satisfaction. Showcases exceptional problem-solving abilities and communication skills that help foster meaningful relationships with customers. Demonstrated success in previous roles by streamlining processes to enhance efficiency and improving overall customer experience. Possesses leadership capabilities and the ability to work effectively as part of a team or independently.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
Proximus
Casablanca, Morocco
09.2019 - 09.2024
- Managed team of 15 customer service representatives to achieve optimal performance.
- Monitored employee performance using key performance indicators (KPIs) and provided constructive feedback
- Managed customer complaints and resolved complex issues, ensuring high customer satisfaction
- Collaborated with other departments to improve internal processes and interdepartmental communication
- Analyzed customer interaction data to identify trends and propose improvements
- Managed team of customer service representatives to ensure high-quality support.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
Customer Service Representative
Videotron
Casablanca, Morocco
09.2017 - 09.2019
- Handled incoming calls and processed connection and disconnection orders
- Managed dissatisfaction calls and resolved customer issues professionally
- Updated customer information in the CRM system, ensuring accuracy and currency
- Responded to product and service inquiries, providing clear and accurate information
- Developed positive relationships with customers through friendly interactions.
Quality Assurance Specialist
Foundever
Casablanca, Morocco
10.2014 - 05.2017
- Monitored quality indicators and adherence to processing procedures
- Identified gaps or discrepancies affecting indicators and provided support to struggling agents
- Conducted random audits and provided close support to ensure service quality
Customer Service Representative
Foundever
Casablanca, Morocco
02.2013 - 10.2014
- Conducted telemarketing and teleprospection of services
- Promoted Bouygues Telecom services to potential new customers, presenting offers and benefits
- Developed key customer relationships to increase sales.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Resolved customer complaints in a timely manner.
Education
Bachelor's Degree - Computer Science Engineering
Université Hassan I - UH1 FST SETTAT
01.2022
Diploma - Computer Science and New Information and Communication Technologies
Lycée Technique Hassan 2
MARRAKECH01.2011
Skills
- Team Management
- Customer Service
- Data Analysis
- Complaint Management
- Cross-Departmental Collaboration
- Quick Learning Ability
- Experience with CRM Platforms
- Expert Sales Techniques
- Active listening
- Multitasking and organization
- Stress management
- Customer retention
Hobbies and Interests
- Sports
- Traveling
- Music
- Reading
- Movies
Languages
English
Full Professional
French
Native/ Bilingual
Arabic
Native/ Bilingual
Computer Skills
- • Microsoft Word, Excel, PowerPoint, Outlook
• CRM software
• Microsoft Teams, Zoom, SharePoint
Timeline
Customer Service Supervisor
Proximus
09.2019 - 09.2024
Customer Service Representative
Videotron
09.2017 - 09.2019
Quality Assurance Specialist
Foundever
10.2014 - 05.2017
Customer Service Representative
Foundever
02.2013 - 10.2014
Bachelor's Degree - Computer Science Engineering
Université Hassan I - UH1 FST SETTAT
Diploma - Computer Science and New Information and Communication Technologies
Lycée Technique Hassan 2
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