Firas Nem

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.