Open to opportunities

Abderrahim Chohoube

@abderrahimchohoube

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Multi-skilled technical support agent with a passion for customer service.

Morocco

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What I'm looking for

I am looking for a role that allows me to leverage my technical skills while contributing to a collaborative team environment.

I am a dedicated technical support agent with extensive experience in providing exceptional customer service and technical assistance. My journey began in customer support, where I honed my skills in troubleshooting and problem-solving. Over the years, I have developed a strong ability to communicate effectively with clients, ensuring their needs are met and issues resolved promptly.

In my most recent role as a Tier Three Technical Support Agent at ANYTECH365, I not only provided advanced support but also took the initiative to train new representatives and improve company protocols. My analytical skills allowed me to identify trends in support tickets, leading to product improvements and enhanced customer satisfaction. I am committed to continuous learning and growth, always seeking opportunities to expand my knowledge and contribute to my team's success.

Experience

Work history, roles, and key accomplishments

Tier Three Technical Support Agent

ANYTECH365

Jul 2023 - Aug 2024 (1 year 1 month)

Trained new support representatives on troubleshooting techniques and company support protocols. Updated knowledge base articles with new information regarding products and services offered by the company. Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.

Troubleshooting Product Knowledge Customer Satisfaction Process Improvement Technical Support Training Data Analysis

Tier Two Technical Support Agent

ANYTECH365

Feb 2021 - Jul 2023 (2 years 5 months)

Provided end-user troubleshooting and desktop support on Windows and Mac systems. Identified and solved technical issues with a variety of diagnostic tools. Resolved customer issues in a clear, courteous, and straightforward manner.

Troubleshooting Desktop Support Windows Mac Diagnostics Technical Support Customer Service IT Support

Customer Support Agent

Easyrecrue

Mar 2019 - Nov 2020 (1 year 8 months)

Answered incoming requests from different communication channels such as calls, emails, and chats. Supported candidates during interviews by resolving technical issues related to browser compatibility, camera, microphone, internet, and device compatibility.

Customer Support Communication Skills Technical Support Browser compatibility Chat Support Email Support Troubleshooting SaaS

Customer Support Advocate

Harmonic INC

Sep 2017 - Jan 2019 (1 year 4 months)

Answered incoming Technical Support Hot-line and provided customer service. Managed customer requests, inquiries, and complaints, including escalation management notification. Maintained Customer Support database integrity by updating customer sites, contacts, contracts, and configuration data.

Technical Support Customer Service Case Management Database Management Communication Skills Customer Management Escalation Management Reporting Inquiries Handling

General Manager

Bell Trading UK

Apr 2011 - Jul 2017 (6 years 3 months)

Managed daily operations, reporting, and planning, including human resources, purchasing, and administrative tasks. Established, maintained, and expanded the customer base. Developed sales and marketing strategies and set targets.

General Management Operations Management Human Resources Purchasing Sales Strategy Marketing Strategy Customer Relationship Management Business Development Reporting Planning

Restaurant Assistant Manager

Kumo Lounge

Apr 2011 - Jul 2014 (3 years 3 months)

Assisted employees with various tasks, including food preparation, stocking supplies, serving, and handling payments. Managed bookings, greeted customers, and answered questions. Ensured smooth restaurant operations and customer satisfaction.

Customer Service Food Preparation Inventory Management Team Leadership Hospitality Operations Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

European University Cyprus

Diploma, Travel and Tourism

Completed a diploma in Travel and Tourism at European University Cyprus, located in Nicosia, Cyprus. This program provided foundational knowledge and skills relevant to the travel and tourism industry.

London City College

Diploma, Travel Consultancy

Obtained a diploma in Travel Consultancy from London City College in London, UK. The curriculum focused on developing expertise in advising clients on travel arrangements and related services.

London City College

Diploma, Web Development and Digital Marketing

Earned a diploma in Web Development and Digital Marketing from London City College in London, UK. This program equipped me with skills in creating and maintaining websites, along with strategies for online marketing.

Baccalaureate Experimental Science

Baccalaureate, Experimental Science

Achieved a Baccalaureate in Experimental Science in Casablanca, Morocco. This foundational education provided a strong background in scientific principles and methodologies.