Yassine Marouani
Bucharest
Summary
Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel.
Overview
8
8
years of professional experience
Work History
Microsoft Incident Manager
Accenture
Bucharest
06.2022 - Current
- Handle an assigned portfolio of clients from Golf countries and act as point of contact for their requests, to ensure a positive customer experience.
- Handle high-risk escalations and gather/analyze information as needed to support the customer.
- Ensure correct case reporting and trending is in place for account team and customer, enable conversations, planning, and delivery for ongoing customer operational health.
- Drive customer meetings where you present development of the open incidents.
Back Office Executive
Rebound
Bucharest
07.2021 - 05.2022
- Supervise processing of orders, order tracking and delivery of goods of KLO (French Supermarket Chain).
- Receive purchase orders and process invoices for payment.
- View the full history of items in one convenient location. See how much of an item was sold, received, and manually adjusted.
- Support transferring of stock between store locations within your chain.
Customer Support Supervisor
Telus international
Bucharest
05.2018 - 06.2021
- Assist team members in resolving Airbnb customer satisfaction issues.
- Monitor agents' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Complete bi-weekly quality reports for the members of 3 teams.
- Supervise the members of 3 teams and provide constructive feedback, resulting in higher morale and increased agent retention.
Customer Care Specialist
Telus International
Bucharest
11.2016 - 04.2018
- Respond to Koodo (Canadian telecommunication operator) customer inquiries via phone, email, and web-based platforms.
- Provide customers with detailed information on company products, services and materials.
- Explain charges, fees, terms of sales and service agreements to over 20 customers daily.
- Resolve concerns with products or services to help with retention and drive sales.
Technical Support Officer
Webhelp
Bucharest
02.2016 - 10.2016
- Respond to customers requests from SUNRISE (Swiss telecommunications operator) by analyzing their technical issues of internet, landline phones and set up a quick and sustainable solution to maintain a very good degree of customer satisfaction.
Telecommunications Installation Technician
G.C CONCEPT
Tunis
01.2014 - 11.2014
- Ensuring on-site safety and complying with safety standards.
- Performing equipment swaps and site upgrades.
- Following work checklists and ensure operational compliance.
- Conducting repairs to telecom towers at a height.
- Troubleshooting tower issues.
Telecommunications Technician
IBS TELECOM
Tunis
05.2013 - 12.2013
- Installation of 5G and fiber optic networks.
- Work at heights on the pylons of the mobile network.
Education
High School Diploma -
Gaafour Highschool
Siliana, Tunisia06.2009
Bachelor of Science - Electronics And Telecommunications
Higher Institute of Applied Science And Technology
Mahdia, Tunisia06.2012
Master of Science - Industrial Systems Engineering
Politehnica University of Bucharest
Bucharest, Romania06.2017
Skills
- Communication
- Customer service
- Problem-solving
- Time management
- Leadership
- Teamwork
- Decision-making
- Integrity
- Conflict resolution
- Critical thinking
- Creativity
- Self-discipline
Football, Handball and Kickboxing
I am a huge fan of those 3 sports mainly, as I have been practicing them all since I was a kid.
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
French
Advanced (C1)
Romanian
Intermediate (B1)
Timeline
Microsoft Incident Manager
Accenture
06.2022 - Current
Back Office Executive
Rebound
07.2021 - 05.2022
Customer Support Supervisor
Telus international
05.2018 - 06.2021
Customer Care Specialist
Telus International
11.2016 - 04.2018
Technical Support Officer
Webhelp
02.2016 - 10.2016
Telecommunications Installation Technician
G.C CONCEPT
01.2014 - 11.2014
Telecommunications Technician
IBS TELECOM
05.2013 - 12.2013
High School Diploma -
Gaafour Highschool
Bachelor of Science - Electronics And Telecommunications
Higher Institute of Applied Science And Technology
Master of Science - Industrial Systems Engineering
Politehnica University of Bucharest
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