Aesha El Gasir
@aeshaelgasir
Customer support expert delivering analytic, bilingual service and solutions.
GermanyWhat I'm looking for
I am a dedicated customer support professional with over nine years' experience at market-leading Swiss corporations, delivering high-quality service in 100% remote environments. I combine dual-native proficiency in German and English with strong communication and a solution-oriented mindset.
My background in Mathematics (University of Basel) gives me an analytical approach to process optimization, data integrity, and technical troubleshooting. I have hands-on experience in CRM management, backoffice administration, and technical support for mobile, internet, and TV services.
I consistently meet strict quality KPIs and prioritize first-contact resolution, retention, and customer satisfaction while maintaining compliance with data protection requirements.
Experience
Work history, roles, and key accomplishments
Customer Support Expert
Randstad
Jan 2022 - Jan 2025 (3 years)
Provided high-level customer consultation via phone, email, and chat, maintaining strict quality KPIs and achieving high first-contact resolution through independent problem solving and precise CRM documentation.
Customer Support Specialist
Sunrise
Jan 2018 - Jan 2022 (4 years)
Performed technical support for mobile, internet, and TV services for high-volume customers, resolved complaints to improve retention, and provided needs-based product and contract recommendations.
Backoffice Manager
Swisscom
Jan 2016 - Jan 2018 (2 years)
Managed administrative backend workflows supporting sales and customer service, maintained customer master data and contracts under data protection rules, and drafted professional correspondence in German and English.
Education
Degrees, certifications, and relevant coursework
UBUniversity of Basel
Bachelor of Science, Mathematics
2013 - 2016
Completed a Bachelor degree in Mathematics with coursework supporting analytical and problem-solving skills.
Kantonsschule Olten
Gymnasium Diploma, Mathematics and Physics
2009 - 2013
Completed Gymnasium program with focus on mathematics and physics, preparing for university-level studies.
Availability
Location
GermanyAuthorized to work in
Job categories
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