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Zouhair
Quality Support / Team Lead
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Competencies
Demonstrated experience with Customer Service.
Demonstrated experience with Communication Skills.
Demonstrated experience with Data Analysis.
Demonstrated experience with Order Management.
Demonstrated experience with Microsoft Excel.
Education
Summary
Quality Support / Team Lead open to new opportunities
Experience
Quality Support / Team Lead
Coached and guided agents to deliver empathetic, consistent customer interactions that improved service quality and customer trust.. Analyzed customer-related performance data in Excel to identify recurring pain points and prioritize improvements that directly enhanced the customer experience.. Led quality review meetings using customer feedback and complaint trends to define corrective actions and reduce repeat contacts.. Managed escalations and collaborated with cross-functional teams to resolve complex customer issues quickly and transparently.. Maintained accurate customer-impact reporting and used insights to align team processes with customer expectations and SLAs.. Fostered a customer-first culture within the team, ensuring agents followed empathy-driven scripts and timely resolution practices.
Customer Service Representative
Handled high-volume customer inquiries, providing accurate and timely information while following established procedures.. Identified customer needs, investigated issues, and provided appropriate solutions or escalated cases when necessary.. Maintained accurate customer information and followed up on outstanding issues to ensure timely resolution.. Communicated and coordinated with relevant teams to resolve complex customer issues and maintain smooth service delivery.