Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sofien Zakhama

Customer Support Agent
Tunis,Marsa

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

6
6
years of professional experience
5
5
Certifications
4
4
Languages

Work History

Sales Manager

SeatsNet
06.2021 - 06.2023
  • Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
  • Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
  • Created compelling presentations that highlighted product features/benefits to potential clients while addressing their pain points directly.
  • Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
  • Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
  • Built relationships with customers and community to establish long-term business growth.
  • Implemented systems and procedures to increase sales.

Customer Service Representative

SeatsNet
06.2019 - 06.2021
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Assisted in reducing response times, optimizing the allocation of resources for the live chat team.
  • Achieved high levels of customer retention, establishing rapport and trust through empathetic interactions.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Salesman

SeatsNet
01.2018 - 06.2019
  • Achieved and exceeded individual sales targets by up to 50% demonstrating exceptional product knowledge and customer service skills
  • Conducted detailed market research to identify new sales opportunities and contributed ideas for product development
  • Provided comprehensive after-sales support ensuring high levels of customer satisfaction and repeat business
  • Assisted customers in selecting appropriate products based on their needs, boosting satisfaction rates.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Negotiated prices, terms of sales and service agreements.
  • Balanced workload effectively across multiple channels such as email, phone calls, live chat, thus maintaining high levels of responsiveness.
  • Reduced wait times by swiftly responding to inquiries via phone, email, or live chat as needed.

Sales Representative

Ooredoo Telecom
09.2017 - 04.2018
  • Provided comprehensive training on product offerings to new team members for optimal performance in sales roles.
  • Streamlined sales processes by identifying inefficiencies and implementing improvements for enhanced productivity.
  • Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
  • Managed efficient cash register operations.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Engaged in friendly conversation with customer to better uncover individual needs.

Education

Bachelor Degree Management - Managment of Innovation Activity

Odessa National Polytechnic University
Odessa - Ukraine
05.2001 -

Language Degree - Russian Language

Poltava University
Poltava - Ukraine
05.2001 -

Skills

  • Live-Chat support

  • Database support

  • Verbal and written communication

  • Teamwork and Collaboration

  • Multitasking Abilities

  • Self-Motivated

  • Analytical

  • Teaching Skills

  • Active Listening

  • Positive and upbeat

  • Sales team training

  • Time Management

Certification

Football

Timeline

Sales Manager

SeatsNet
06.2021 - 06.2023

Customer Service Representative

SeatsNet
06.2019 - 06.2021

Salesman

SeatsNet
01.2018 - 06.2019

Sales Representative

Ooredoo Telecom
09.2017 - 04.2018

Bachelor Degree Management - Managment of Innovation Activity

Odessa National Polytechnic University
05.2001 -

Language Degree - Russian Language

Poltava University
05.2001 -

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Sofien ZakhamaCustomer Support Agent