Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Nesrine Arfaoui

Dartmouth

Summary

Results-driven technical support representative with extensive experience in multi-channel customer interactions. Skilled in meeting quality standards and leveraging data analysis to provide actionable insights for performance improvement. Committed to deepening knowledge of client products and services, and eager to contribute to quality initiatives that enhance operational excellence and customer satisfaction.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

Concentrix
08.2023 - Current
  • Achieved a customer satisfaction rating of over 80% in most times through effective communication and problem-solving skills.
  • Manage inbound and outbound calls, addressing customer inquiries, and resolving issues.
  • Assist customers empathetically in identifying issues and explained solutions to restore service and functionality.
  • Maintain detailed call logs, documenting each interaction, issue, and resolution for reference and reporting.

Material Handler

CDMV
12.2022 - 08.2023
  • Skilled in using the ERP system and capable of troubleshooting issues faced by colleagues.
  • Experienced in maintaining accuracy, attention to detail, and effective communication skills.
  • Mentored and trained new staff, fostering a culture of safety, teamwork, and operational excellence within the organization.
  • Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.

Waitress

Casablanca Authentic Moroccan Cuisine
09.2022 - 04.2023
  • Delivered exceptional service by greeting and serving customers in a timely, friendly manner
  • Provided recommendations on menu items and upsold food and drinks to increase sales.
  • Maintained customer satisfaction by clarifying questions about orders and specialty items.
  • Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
  • Trained new servers on restaurant policies and procedures.


Travel Agent

Skylink Travel
10.2021 - 06.2022
  • Provided customers with best deals and well-researched travel options and insurances, successfully negotiating rates while improving 85% customer satisfaction ratings.
  • Prepared and reviewed policy documents, ensuring all necessary information is included and clients understand the terms and conditions.
  • Improved overall revenue by 30% via upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
  • Generated repeat business through proactive follow-up with past clients, soliciting feedback on their experiences and offering tailored recommendations for future trips.

Education

Post Graduate Certificate - Business Intelligence And Analytics

Nova Scotia Community College
Halifax, NS
05-2023

Bachelor of Technology - Industrial Engineering

University of Oran 2
Oran, DZ
12.2020

Skills

  • Data Analysis and Reporting
  • Cross-Functional Collaboration
  • Customer Service Insight
  • Adaptability and Continuous Learning
  • Detail Orientation
  • Effective Communication
  • Organizational & Leadership skills
  • Bilingualism (English/French)

Certification

  • Google Business Intelligence
  • Microsoft Excel Expert (Microsoft 365 Apps And Office)

Languages

English
Native or Bilingual
French
Professional Working
Arabic
Native or Bilingual

Timeline

Technical Support Specialist

Concentrix
08.2023 - Current

Material Handler

CDMV
12.2022 - 08.2023

Waitress

Casablanca Authentic Moroccan Cuisine
09.2022 - 04.2023

Travel Agent

Skylink Travel
10.2021 - 06.2022

Post Graduate Certificate - Business Intelligence And Analytics

Nova Scotia Community College

Bachelor of Technology - Industrial Engineering

University of Oran 2

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Nesrine Arfaoui