Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Selim Mraidi

Ottawa,Ontario

Summary

Organized Coordinator with a focus on enhancing customer satisfaction and service quality through effective training and knowledge management. Skilled in designing and implementing training programs that improve support agent capabilities and performance. Experienced in documentation, reporting, and compliance requirements, with a strong ability to manage employee documentation and maintain meticulous files and records. My expertise extends to developing and leading Knowledge-Centered Service (KCS) initiatives, ensuring seamless knowledge sharing and fostering a culture of continuous improvement. With a commitment to excellence, I excel in coordinating training efforts that directly contribute to improved service standards and customer experience.

Overview

4
4
years of professional experience

Work History

Training & Knowledge-management Coordinator

Web Hosting Canada
Montreal, QC
12.2023 - Current
  • Design and implement training programs for employees to enhance their skills in web hosting technologies, customer service, and operational processes.
  • Manage and update the company's knowledge base, ensuring that all documentation is current, accurate, and accessible to staff for reference and learning.
  • Collaborate with various departments to identify training needs and knowledge gaps, and develop strategies to improve efficiency and service quality.

Web Support Specialist

Web Hosting Canada
Montreal, QC
10.2021 - 11.2023
  • Delivered bilingual technical support (in French and English) for clients, addressing queries related to web hosting plans through phone, chat, and support tickets, using tools like WHMCS, cPanel, and WHM.
  • Expertly diagnosed and resolved complex DNS issues, including managing DNS zones, clusters, and records, ensuring reliable domain name resolution and service continuity.
  • Specialized in troubleshooting and rectifying WordPress-related issues, enhancing website performance and user experience for clients hosted on the company’s platform.

Co-founder & Web Developer

OneUnity
Tunis, Tunis
09.2020 - 09.2021

Worked on a project called 'Khadamny' (means 'hire me') which is a crowdsourcing platform for hustle jobs, mainly designed for Tunisian students to make extra money by performing small tasks.

* Developed the POC for the Startup. (PHP, WAMP, JavaScript)
* Worked on the business model and business plan of the project. (Miro, Trello)
* Obtained the Tunisian official start-up certificate, which is issued to companies after evaluating their business idea and the scalability of their project. (startup.gov.tn)

Education

Bachelor of Science - IT Network Security

High Institute of Technological Studies
Ariana
09-2020

College Certificate - Web Development

Madison Area Technical College
Madison, WI
05-2017

Skills

  • Project Management
  • Technical Support
  • WordPress
  • Technical Writing
  • cPanel
  • Web Development

Accomplishments

Thomas Jefferson Scholarship Program

Awarded July 2017

TJSP is a fully funded scholarship program for a few selected college students from Tunisia that allows them to study in the USA for one full academic year.

Languages

English
Full Professional
French
Full Professional
Arabic
Native/ Bilingual

Timeline

Training & Knowledge-management Coordinator

Web Hosting Canada
12.2023 - Current

Web Support Specialist

Web Hosting Canada
10.2021 - 11.2023

Co-founder & Web Developer

OneUnity
09.2020 - 09.2021

Bachelor of Science - IT Network Security

High Institute of Technological Studies

College Certificate - Web Development

Madison Area Technical College
Selim Mraidi