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hamza chkounda

@hamzachkounda

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Support engineer with expertise in analytical science and customer service.

Morocco

Message

What I'm looking for

I am looking for a role that offers growth opportunities and challenges in technical support and project management.

I am a dedicated support engineer with a Master's degree in analytical science from Mohammed V University. My professional journey began with a strong foundation in chemistry, which has equipped me with analytical skills essential for diagnosing and resolving technical issues. Currently, I work at Sofrecom Services Maroc, where I handle customer complaints related to ADSL and FTTH services, ensuring high-quality support and satisfaction.

Throughout my career, I have developed a keen ability to analyze incidents and implement corrective measures effectively. My experience includes managing claims at AXA Service Morocco and providing customer retention solutions at INTELCIA. I thrive in dynamic environments and am committed to continuous learning and adaptation to meet the evolving needs of the industry.

Experience

Work history, roles, and key accomplishments

Current

Support Engineer

Current

Sofrecom Services Maroc

Nov 2022 - Present (2 years 7 months)

As a Support Engineer, I handle complaints related to ADSL and FTTH services, providing technical support and managing incidents. I analyze and resolve issues while ensuring quality management and customer satisfaction.

Customer Relationship Management Incident Management Technical Support Quality Management SQL Java Python Communication Skills Project Management

Assistance Officer

AXA Service Morocco

Feb 2020 - Aug 2022 (2 years 6 months)

Managed claims files and assisted policyholders by responding to calls and coordinating appropriate services. Focused on analyzing situations to provide effective assistance.

Claims Management Customer Service Communication Skills Problem Analysis Coordination Technical Support Team Collaboration Time Management

Commercial Retention Advisor

INTELCIA

Dec 2017 - Jan 2020 (2 years 1 month)

Responsible for processing customer termination requests and implementing retention strategies. Engaged in commercial negotiations to retain customers and improve satisfaction.