Nouhaila MADDAH
Customer Service Representative
Berlin,BE
Summary
Motivated Customer Support Representative with strong communication skills and a focus on delivering excellent service. Experienced in handling customer queries, troubleshooting issues, and managing feedback. Bilingual in English and French, with a commitment to improving customer satisfaction and ensuring seamless experiences.
Overview
4
4
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Customer Service Representative
transferGo
Kaunas
06.2024 - Current
- Respond promptly to customer inquiries via chat, email
- Actively listen to customers to fully understand their needs and concerns.
- Identify problems and provide effective, timely solutions.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Document customer interactions and escalate issues when necessary.
- Work collaboratively with internal teams to ensure customer satisfaction.
- Continuously improve service skills through feedback and training.
Logistics Coordinator
Stobar
Kaunas
04.2024 - 06.2024
- Maintaining relations with customers and drivers, consulting;
- Active search for new customers, creation of a customer base;
- Preparation of documents required for transportation.
- Independent planning of works and ensuring their realization;
Logistics Coordinator
Hegelmann Transporte
Kaunas
01.2024 - 04.2024
- Administration of documents and accounts;
- Compilation and management of orders;
- Management of carrier information in the company's internal database;
- Resolving problems related to accounts.
Helpdesk Support Technician L1
Econocom
Sala El Jadida
11.2021 - 07.2023
- Phone, email, and inbound ticket queue support for incoming employee IT service requests
- Resolution of first level IT service requests over phone, email, screen sharing and through trouble tickets
- Administration, Management and Troubleshooting of different virtualized software on CITRIX environment
- Resolve technical issues with Outlook, Mail, Distribution groups
- Active Directory user administration, password resets and unlocks
- Remotely install and configure software
- Administration and support of audio and video conferencing tools (Cisco Webex, Microsoft Teams).
- Management of network and local printers (Xerox, HP)
Education
BTS - IT Development
Institut Specialise De Technologie Appliquée
07-2021
Baccalaureate - Science Life and Earth
Hassan 2
07-2018
Skills
- Ability to Work in a Team
- Technical Help Desk Procedures
- Adapt at time management
- Customer relations
- Data collection
- English-French translation
- 92% customer satisfaction maintained through fast and empathetic support
- Exceeded KPIs, handling 40 tickets daily with high first-contact resolution
- Customer feedback management
Certification
Management & Leadership Certification
Interests
Travel or Exploring New Places, Volunteering, Mentoring or Coaching
Timeline
Customer Service Representative
transferGo
06.2024 - Current
Logistics Coordinator
Stobar
04.2024 - 06.2024
Logistics Coordinator
Hegelmann Transporte
01.2024 - 04.2024
Helpdesk Support Technician L1
Econocom
11.2021 - 07.2023
BTS - IT Development
Institut Specialise De Technologie Appliquée
Baccalaureate - Science Life and Earth
Hassan 2