Open to opportunities

Ayoub Roussafi

@ayoubroussafi

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Dedicated customer support specialist with 7 years of experience.

Morocco

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am a dedicated and multilingual Customer Support Specialist with over 7 years of experience delivering exceptional service in fast-paced environments. My expertise lies in handling high-volume customer interactions with professionalism, empathy, and efficiency. I have a proven ability to resolve complex issues, build customer loyalty, and contribute to team performance.

Throughout my career, I have adeptly used CRM tools to manage inquiries via phone, email, and chat, ensuring customer satisfaction. At AXA Assurance, I responded to insurance-related inquiries and provided support through multiple channels, maintaining high standards of service in accordance with regulatory and privacy guidelines. My role at Webhelp for easyJet and SFR further honed my skills in providing multilingual assistance and technical troubleshooting, contributing to significant improvements in customer retention.

Experience

Work history, roles, and key accomplishments

Customer Support Agent

AXA Assurance

Feb 2019 - Aug 2022 (3 years 6 months)

Responded to insurance-related inquiries including policy coverage, claims, and billing. Provided support through multiple channels: phone, email, and live chat, utilizing CRM systems to document cases and follow up on customer interactions. Assisted in fraud detection and maintained high service standards in accordance with regulatory guidelines.

CRM Systems Live Chat Fraud Detection Regulatory Billing

Customer Support Agent

Webhelp

Jun 2017 - Aug 2018 (1 year 2 months)

Provided multilingual assistance to easyJet customers for flight bookings, cancellations, and itinerary changes. Achieved high first-call resolution rates and maintained strict compliance with airline procedures. Contributed to improved customer retention through attentive and efficient service.

Customer Service Call Resolution Airline Procedures Customer Retention Communication

Customer Support Agent

Webhelp

Feb 2015 - Mar 2017 (2 years 1 month)

Delivered high-quality customer service for SFR telecom clients, handling billing, technical support, and service inquiries. Managed inbound calls with efficiency and resolved customer complaints promptly. Collaborated with internal departments to escalate and resolve complex cases.

Customer Service Billing Technical Support Telecom