Ayoub Raoui

I’m a trilingual Customer Success & Operations specialist with a Master’s in Finance & Management Control and 3+ years of customer-facing experience. Arabic is my native language, with French (C1) and English (B2), and I bring a QA-minded approach to documentation, coaching junior agents, and improving first-contact resolution.

Since Feb 2025, I’ve worked remotely as a Medical Customer Support Coordinator, handling inbound patient inquiries in French, Arabic, and English. I triage requests, route cases to the right medical staff or departments, manage appointment scheduling and follow-ups, and document accurate case notes using internal CRM tools—while maintaining CSAT targets under high call volumes.

Previously, as a specialized telephone advisor for iOS & macOS devices (Dec 2023–Feb 2025), I diagnosed and resolved software/hardware issues and escalated complex cases. I improved consistency by documenting recurring issues, coached new agents through live-call shadowing and structured feedback, and also contributed to process mapping and internal control work through a short internal control project and a governance service internship.