MOHAMED Ali RAHMOUNI

• Provided first-line technical support to B2B clients via phone, email, and ticketing systems.
• Investigated and resolved incidents related to TransUnion’s platforms, tools, and services.
• Accurately logged all issues and resolutions in the internal system for tracking.
• Maintained professional communication with clients throughout the support process.
• Collaborated with cross-functional teams to address systemic or recurring issues.
• Proactively monitored system performance to identify potential client impact issues.
• Created and updated technical documentation to enhance support efficiency.
• Participated in scheduled shift rotations, providing after-hours support as needed.
• Troubleshoot and resolve issues in TU platforms including TU Direct, Data Gateway Exchange, EFT, Secure Web, Decision Centre, and Client Technical Service.
• Utilize Salesforce and Remedy to manage, document, and escalate cases.

Key Contributions:

• Gained recognized proficiency across multiple TU client-facing platforms and internal tools, helping reduce resolution times and repeat issues.
• Streamlined client onboarding and troubleshooting processes by offering tailored support solutions and technical guidance.
• Integrated career development advice (Deb Kuhn) to shift from tactical task execution to solution-focused support and measurable impact.
• Actively pursuing Analyst-level roles by aligning resume content with technical knowledge, internal systems experience, and client-focused achievements.

• Undertake and conduct customer service to monitor consistent quality standards across the end-to-end customer experience as planned on an ongoing basis.
• Support the development, testing, implementation, and maintenance of the service quality tool.
• Support Qatar Rail's continuous improvement process and programs.
• Deliver a performance management framework that meets the organization's needs.
• Provide timely and comprehensive service quality information compiled from a wide range of sources.
• Provide performance information that is integrated with other materials and facilitates service improvement.
• Audit network operating fields using site survey software.
• Provide reports to management/Service Providers for service updates and maintenance issues.
• Conduct readiness checks for local and international events.
• Train new staff members and ensure compliance with company policies.

Key Contributions:

• Assisted senior management and subcontractors in designing and refining the Crowd Management Plan for the FIFA Arab Cup 2021, ensuring operational readiness and passenger safety.
• Set up and executed a complete Service Quality task plan, helping structure KPIs and operational workflows for station-level audits.
• Designed and implemented a Contact Centre FAQ guide to support frontline agents in resolving customer queries efficiently.
• Created and distributed Service Quality survey questionnaires, enabling data-driven analysis of passenger satisfaction and identifying improvement areas.

• Provide high-quality services-oriented administrative support to the immigration team
• Assist and support the team in administering HR activities
• Process requests and permits related to immigration
• Provide information on processes and regulations
• Work under pressure to meet deadlines and comply with immigration laws and administration issues

• Handle members' complaints and queries regarding Privilege Club issues
• Update and credit member flights
• Handle Privilege Club enrollment
• Assist airline FFP customers & VIP Privilege club Members
• Promote monthly offers
• Provide excellent customer service levels

• Assist customers and sell items
• Achieve daily sales targets
• Support store team and manager
• Demonstrate product knowledge
• Assist with tasks including stock ordering and merchandising
• Train new staff members

• Arrange products on shelves
• Perform inventory
• Provide daily sales reports
• Serve as a cashier
• Handle customer service and sales

• Assist with office tasks and file documents
• Organize meetings with clients and lawyers
• Provide administrative support
• Answer phones and emails
• Communicate with clients

• Coach and support the team
• Responsible for sales targets
• Assist with office work and administration
• Communicate with buyers
• Plan and implement logistics for events