Looking for a job

Fathi zlima

@fathizlima

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I resolve high-volume, multichannel customer requests while improving satisfaction, compliance, and response times.

France

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What I'm looking for

I'm looking for a fully remote customer support or customer success role where I can resolve complex customer issues, use CRM tools, contribute to service improvements, and collaborate with international teams.

At Groupe Accor Hotel, I support more than 60 customers daily across phone, email, and chat, achieving 92% CSAT and reducing complaint handling time by 25%. I also improved first-contact resolution by 15 points through structured case follow-up and ticketing documentation.

Previously at Sanofi and Carrefour France, I handled sensitive consumer cases, maintained zero compliance incidents over three years, and resolved up to 90% of disputes on first contact. I bring over 10 years of remote customer support experience using CRM and ticketing tools in international teams.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

Sanofi

Jan 2020 - Dec 2023 (3 years 11 months)

Handled an average of 50 consumer requests per day with an 88% first-contact resolution rate via phone and written communication. Maintained full traceability of exchanges across over 3,000 cases per year and achieved zero compliance incidents over 3 years.