Mahjoub Kaabi
Riyadh,Saudi Arabia
Summary
A highly skilled professional with expertise in Microsoft Office, AI tools for productivity, and CRM systems such as Salesforce and PEGA. Demonstrates exceptional courtesy etiquette, telephone manners, and empathy understanding, complemented by strong time-management prowess and resilience to stressful situations. Possesses a patient attitude and problem-solving abilities, with a solid knowledge of GDPR regulations.
Offering strong interpersonal and communication skills, combined with friendly and approachable manner. Knowledgeable about customer service principles and safety protocols, ensuring pleasant and secure experience for passengers. Ready to use and develop skills in teamwork, problem-solving, and adaptability in customer facing roles.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Customer Service Representative
Assist Digital Tunisia
Tunis, Tunisia
05.2021 - 08.2024
- Leveraged effective listening and clear verbal communication to understand and resolve high volume of customer inquiries via Phone/Email/Chat.
- Applied analytical problem-solving to assess customer issues, leading to first-contact resolution rate of 80%.
- Demonstrated empathy and patience in de-escalating tense situations with challenging customers, successfully restoring customer satisfaction.
- Managed and prioritized multiple tasks simultaneously in fast-paced environment, efficiently handling customer queries while adhering to strict company policies and meeting company’s KPIs.
- Collaborated with internal teams to escalate and resolve complex issues, ensuring seamless customer experience.
- Achieved track record of 100% quality score for 8 consecutive months and an average of 5 cases per hour.
Waiter
Restaurant les Grottes Bizerte
Bizerte, Tunisia
05.2017 - 10.2021
- Provided excellent customer service in fast-paced environments, ensuring positive dining experience which contributed to customer retention and positive reviews.
- Managed over 30 customers per day.
- Addressed customer complaints promptly and professionally, turning negative situations into positive outcomes.
- Demonstrated strong teamwork and verbal communication to coordinate efficiently with kitchen and service staff during peak hours.
- Maintained accuracy in order taking and payment processing, ensuring smooth and efficient operational flow.
Education
Bachelor Degree - English Language
Faculty of Human and Social Sciences of Tunis
10.2016 - 05.2019
Skills
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- AI Tools for Productivity (chat GPT- Gemini- Deepseek- Google AI studio-)
- CRM (Salesforce, TED, PEGA)
- AI Presentation Creation (Canva, Gamma)
- Courtesy etiquette
- Telephone manners
- Empathy understanding
- Time-Management prowess
- Resilience to stressful situations
- Patient attitude
- Knowledge of gdpr
- Problem-solving
Certification
- C2 English Proficiency certificate from EF SET
- Consonants of American English Pronunciation: University of California
- English for Tourism Professionals
- AI for begginers: HP
- Introduction to CyberSecurity Awareness: HP
- English for Business and Entrepreneurship
- Customer Servide Fundamentals: Coursera
language(s):
Arabic (Native)
English (C2 Proficient - EF SET Certified)
French (B2 Independent)
Japanese (A1 Basic)
Timeline
Customer Service Representative
Assist Digital Tunisia
05.2021 - 08.2024
Waiter
Restaurant les Grottes Bizerte
05.2017 - 10.2021
Bachelor Degree - English Language
Faculty of Human and Social Sciences of Tunis
10.2016 - 05.2019