Open to opportunities

Firas Nem

@firasnem

Message

Trilingual customer support specialist driving high CSAT and efficient multi-channel issue resolution.

Tunisia

Message

What I'm looking for

I seek a customer-focused role where I can apply my trilingual support, verification and technical troubleshooting skills, deliver high CSAT, and grow into support operations or leadership.

I am a trilingual (Arabic, English, French) customer support specialist with seven years of experience across e-commerce, travel, and hospitality, delivering high-volume multi-channel support by phone, chat, and email. I consistently meet and exceed KPIs such as First Response Time, Resolution Time, and CSAT while handling 70–120+ daily interactions.

I have reduced average handling time and streamlined complex-case workflows—achieving a 15% reduction in AHT for refunds and reprints and maintaining top-10% team rankings for performance. I am experienced in fraud prevention, rigorous verification processes, and resolving booking-related issues including cancellations, refunds, and modifications with empathy and professionalism.

I work effectively in remote environments and with CRM, PMS, and communication tools—Zendesk, Salesforce Service Cloud, Freshdesk, Cloudbeds, Guesty, Slack, and Asana—proactively preventing double-bookings, ensuring inventory integrity, and achieving strong first-contact resolution and repeat bookings.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Assist Digital (Booking.com)

Jan 2021 - Dec 2023 (2 years 11 months)

Handled 120+ daily multi-channel inquiries with FRT under 3 minutes on chat, ranked in the top 10% for performance, and enforced strict verification to prevent fraud while resolving complex booking issues.

Fraud Prevention CSAT Quality Assurance

Customer Support Professional

VistaPrint

Jan 2018 - Dec 2021 (3 years 11 months)

Managed a high-volume pipeline of 70–90 daily multi-channel customer interactions, reduced average handling time for refunds and reprints by 15%, and improved verification processes to minimize production errors and maintain quality standards.

CRM