AFAli Bennis feddoul
@alibennisfeddoul
IT helpdesk and customer service specialist with expertise in troubleshooting and team management.
MoroccoWhat I'm looking for
I am an IT helpdesk and customer service specialist with a strong background in troubleshooting, remote support, and team management. My expertise includes resolving technical issues, optimizing workflows, and delivering exceptional customer satisfaction. I am skilled in IT support, process improvement, and multilingual communication in English, French, and Arabic.
Professionally, I have managed calls, live chats, and tickets, and I am proficient in data entry and technical projects. I have experience working in hybrid environments, troubleshooting hardware, software, and network issues, and managing incident resolution via ticketing systems. My collaborative approach has allowed me to implement IT solutions and optimize workflows, leveraging my technical expertise to support global operations.
I have led remote teams for a Canadian FinTech company, ensuring exceptional customer support delivery. I am responsible for team performance, training, and development, and I have implemented strategies to enhance customer satisfaction. I analyze key performance metrics and streamline processes to improve efficiency and service quality, fostering a collaborative and high-performing team environment.
Experience
Work history, roles, and key accomplishments
Manager of Customer Service Team
Neo Financial
Sep 2020 - Jul 2024 (3 years 10 months)
Leading a remote customer service team for a Canadian FinTech company. Responsible for team performance, training, and implementing strategies to enhance customer satisfaction.
Help Desk Administrator
Livexchange
Oct 2023 - Jun 2024 (8 months)
Managed calls, live chats, and tickets as a Help Desk Administrator. Proficient in data entry and involved in various technical projects, ensuring effective communication and problem resolution.
Customer Care Agent
SITEL Group
Jul 2022 - Oct 2023 (1 year 3 months)
Managed calls and emails to assist Canadian customers in English and French. Handled back-office tasks related to buy now pay later services, ensuring customer satisfaction.
Administrative Assistant
Ecole National des Science Applique
May 2022 - Jul 2022 (2 months)
Responsible for organizing meetings and managing the stock of the school. Involved in mail processing and filing, contributing to the administrative efficiency of the institution.
Education
Degrees, certifications, and relevant coursework
Ecole National des Science Applique
Administrative Manager Diploma, Administrative Assistant
2022 - 2022
Responsible for the organization of meetings, the reorganization and computerization of the stock of the school, and mail processing and filing.
Lycée Grand Maghreb
Higher Technician Diploma, Customer Service Management
2020 - 2022
Leading a remote team for a Canadian FinTech company, ensuring exceptional customer support delivery. Responsible for team performance, training, and development, while implementing strategies to enhance customer satisfaction.
Lycée Ibn Yassine
Baccalaureate, Help Desk IT Specialist
2017 - 2018
Provided technical support to users in a hybrid environment, troubleshooting hardware, software, and network issues. Managed incident resolution via ticketing systems, ensured timely updates, and maintained high customer satisfaction.
Tech stack
Software and tools used professionally
Availability
Location
MoroccoAuthorized to work in
Job categories
Skills
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