Open to opportunities

Gzaw Abdelmonem

@gzawabdelmonem

Message

Real-time analyst and customer service professional improving KPIs and service quality.

Tunisia

Message

What I'm looking for

I’m looking for a role where I can combine real-time analysis and customer support to improve service quality—managing schedules, KPIs, and escalations—within a team that values reliability, fast learning, and measurable results.

I’m a motivated, adaptable professional combining customer service, sales, and real-time analysis to deliver consistent results. I’m known for reliability and fast learning, and I aim to keep operations running smoothly while ensuring customers feel supported.

In customer-facing roles, I handled incoming calls, generated sales leads, and resolved complaints with empathy and professionalism. I document interactions, track trends in customer feedback, and coordinate with other teams to improve the overall customer experience.

Across workforce and real-time functions, I manage call traffic, intraday schedules, breaks, and agent allocation to optimize service levels. I produce hourly, daily, and monthly internal reports, monitor KPIs and adherence, and use trends to forecast requirements and support process improvement planning.

I also bring hands-on operational leadership from production supervision and inventory work. I supervise daily activities, train team members on safety and techniques, ensure quality and compliance, and maintain accurate stock levels—always focused on efficiency, accuracy, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Sales Consultant & Inventory

Current

Biwai Shops

Sep 2025 - Present (9 months)

Assisted customers with product recommendations, managed sales transactions and orders, and handled customer inquiries. Performed daily inventory checks and stock updates, maintained storage labeling and rotation, supported showroom merchandising, and reported low-stock items for replenishment.

Sales Consulting Customer Service Order Processing Inventory Management Product Labeling & Rotation

Current

Customer Complaints Handler

Current

Assist Digital

May 2023 - Present (3 years 1 month)

Handled customer inquiries and complaints across multiple channels (phone, email, live chat, social) by investigating issues and coordinating resolution when needed. Managed returns/refunds and order fulfillment, documented interactions in the database, analyzed feedback trends, and provided basic technical troubleshooting while adhering to policies and data privacy.

Complaint Handling Returns Order Management Payment Processing Customer Feedback Analysis

Upholstery Line Supervisor

Upholstery Line Supervision

Aug 2024 - Aug 2025 (1 year)

Supervised daily upholstery production activities by assigning tasks and coordinating workflows, materials, and tools. Ensured product quality and technical compliance, trained team members on upholstery techniques and safety, and reported productivity issues to management.

Production Supervision Quality Assurance Workflow Management Upholstery Techniques Safety Compliance

Real Time Analyst

Lycamobile

Sep 2023 - Jun 2024 (9 months)

Monitored real-time call traffic and agent performance to maintain service levels. Managed intraday schedules and break allocation, tracked schedule adherence, produced hourly/daily performance reports, and escalated system issues to relevant departments.

Monitoring Performance Tracking Service Level Management performance reporting Escalation Management

WFM Real Time Analyst

Lycamobile

Nov 2022 - May 2023 (6 months)

Managed call volume, daily attendance, and break schedules to support service operations. Produced internal daily/biweekly/monthly reports, analyzed trends to forecast requirements, and collaborated with operations to improve delivery processes.

Workforce Management Attendance Management Trend Analysis Forecasting Operations Support

Customer Service Representative

Lycamobile

Aug 2022 - Nov 2022 (3 months)

Managed high volumes of inbound calls and generated sales leads while identifying customer needs to drive satisfaction. Resolved complaints with timely alternatives, provided accurate information using required tools, and followed communication procedures and policies.

Complaint Resolution

Sales Assistant

Konfimark

Aug 2018 - May 2019 (9 months)

Handled finance-related administrative tasks, prepared customer correspondence and offers, and maintained recorded data. Managed customer requests through telephone calls and supported scheduling.

Customer Service Sales Support Admin Tasks Phone Communication Scheduling