YASMINE RAHALI
Calgary,Canada
Summary
Bilingual and detail-oriented customer support specialist with over 5 years of experience across client support, retail and digital safety. Skilled in de-escalation, multitasking, and managing sensitive situations with calm and professionalism. Fluent in French, English, and Arabic with strong communication skills. Proficient in Microsoft Office, Teams, and Outlook, and well-adapted to remote, hybrid or on site work environments.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
Tech Mahindra
Calgary, AB
06.2025 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Implemented best practices for issue resolution, increasing accuracy in problem-solving approaches.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Collaborated with cross-functional teams to streamline support processes and reduce response times.
Content Moderator
Bytedance TikTok
Casablanca
10.2023 - 05.2025
- Adapted quickly when presented with changing conditions or new technologies related to role.
- Reviewed user-generated content for potential violations of company policies and guidelines, adhering to established procedures.
- Performed detailed analysis of flagged content to determine appropriate action.
- Demonstrated strong problem-solving skills when investigating complex cases or resolving conflicts.
- Created reports on team performance metrics, identifying areas for improvement and recommending solutions.
Customer Support
Majorel
Casablanca
11.2021 - 08.2023
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of many products to provide helpful suggestions and recommendations to customers.
Customer Support Representative
Defacto Retail
Casablanca
12.2019 - 11.2021
- Collaborated with the sales and design teams to create targeted ad campaigns while monitoring the performance to measure return on investment.
- Developed strong organizational and time management skills by completing multiple tasks simultaneously.
- Demonstrated ability to take initiative and work independently on assigned projects.
- Utilized strong written communication skills to draft reports, emails, and other documents.
Customer Advisor
Decathlon
Casablanca, Morocco
04.2018 - 03.2019
- Managed commercial animation, team coordination, and reporting tasks while assessing customer needs.
- Greeted customers upon arrival, assisted in locating items, and provided accurate product information.
- Initiated contact with potential clients via phone or email campaigns to increase brand awareness.
- Demonstrated strong communication skills in handling difficult customer situations.
Education
Bachelor’s Degree - English Language and Linguistics
University of Moulay Ismail (Faculty of Literature)
01.2019
Baccalaureate - Literature
High School of Imam Ghazali
01.2016
Skills
- Digital Platform Compliance and Safety
- CRM & Ticketing Systems
- Analytical Thinking
- Problem-Solving
- Project Management
- Excellent Phone Etiquette
- Complaint Handling
- Team Collaboration
- Excellent Communication Skills
- MS Office Suite Proficiency (Word, Excel, PowerPoint)
- Call center experience
- Product knowledge
- Quality assurance
- Sales support
- Social media support
- Time management
- Multitasking and organization
Accomplishments
VOLUNTEER AS COMMUNITY SERVICE OFFICER - WECARE WORKPLACE
FOUNDATION, CALGARY (APR 2025 - JUN 2025)
- Supported pre-launch administrative operations, with a focus on
outreach and relationship-building with external stakeholders.
- Communicated with companies, HR departments, and community
organizations to promote WEcare’s mission and upcoming services.
- Represented the organization at a local job fair to increase visibility and
assist in volunteer recruitment.
- Contributed to the preparation of grant and donation applications
through research and administrative support.
-Maintained organized records and supported strategic planning efforts
in anticipation of program launch.
LANGUAGES
English
French
Arabic
Timeline
Customer Support Specialist
Tech Mahindra
06.2025 - Current
Content Moderator
Bytedance TikTok
10.2023 - 05.2025
Customer Support
Majorel
11.2021 - 08.2023
Customer Support Representative
Defacto Retail
12.2019 - 11.2021
Customer Advisor
Decathlon
04.2018 - 03.2019
Baccalaureate - Literature
High School of Imam Ghazali
Bachelor’s Degree - English Language and Linguistics
University of Moulay Ismail (Faculty of Literature)