FEFatima Ezzahra Elbatali
@fatimaezzahraelbatal
Experienced multilingual Customer Support Specialist with 9+ years in service.
MoroccoWhat I'm looking for
I am a dedicated Customer Support Specialist with over 9 years of experience in client services, including more than 5 years in back-office support. My proficiency in Arabic, French, and English allows me to effectively communicate with a diverse clientele, ensuring their inquiries are handled with professionalism and empathy. I thrive in fast-paced, remote environments and am skilled in using tools like Zendesk to manage customer interactions efficiently.
Throughout my career, I have consistently met key performance indicators and maintained high service quality. My roles have included responding to customer inquiries, managing sensitive cases, and training junior agents to enhance team performance. I am passionate about providing exceptional customer service and am currently seeking remote opportunities in customer service or community support.
Experience
Work history, roles, and key accomplishments
Customer Support Agent
CCA for UBER
Jan 2024 - Present (1 year 5 months)
Responded to customer inquiries via email and chat, managing sensitive cases with discretion and accuracy. Ensured customer satisfaction through quality responses.
Customer Support Agent
Customer Care
Jan 2021 - Present (4 years 5 months)
Provided multilingual support for clients via Zendesk, handling a high volume of tickets with attention to detail. Maintained service quality and consistently met KPIs.
Back Office Agent
KONECTA
Jan 2018 - Present (7 years 5 months)
Processed client requests and updates through internal systems, supporting operational teams and quality checks. Ensured data accuracy and efficient workflow.
Coach & Quality Officer
SRCOM
Jan 2017 - Present (8 years 5 months)
Monitored call quality and trained junior agents, supporting team performance improvements. Implemented coaching strategies to enhance service delivery.
Call Center Agent
XCEED
Jan 2016 - Present (9 years 5 months)
Handled outbound and inbound calls for sales and customer retention, developing strong communication and problem-solving skills. Achieved sales targets and improved customer loyalty.
Education
Degrees, certifications, and relevant coursework
EMCC
Diploma in Film Production, Film Production
Completed a comprehensive program in film production, gaining foundational knowledge and practical skills in various aspects of filmmaking.
Hotel Management Training
Training, Hotel Management
Underwent training in hotel management, acquiring essential skills for operations and customer service within the hospitality industry.
High School
High School Diploma, Literature (English Stream)
Obtained a High School Diploma with a focus on Literature, emphasizing English as a primary stream of study.
Availability
Location
MoroccoAuthorized to work in
Job categories
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