Open to opportunities

Hamza Malko

@hamzamalko

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Committed operations customer expert with strong analytical skills.

Morocco

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated operations customer expert with over two years of experience in addressing inquiries and concerns, complemented by an additional two years in content moderation. My journey has honed my analytical and problem-solving capabilities, allowing me to effectively manage client issues while working within diverse teams.

At Teleperformance Kuaishou, I focused on analyzing user-generated content, ensuring community safety by categorizing and removing harmful material. My role required collaboration with quality engineers to adapt to new updates and maintain high performance accuracy. Currently, at Orange, I manage a high volume of inbound calls, achieving over 85% customer satisfaction through active listening and efficient problem-solving, particularly in technical support for fiber optic internet services.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Orange

Jan 2023 - Jan 2025 (2 years)

Managed a daily call volume of approximately 70 inbound calls, achieving over 85% customer satisfaction through active listening, empathy, and efficient problem-solving. Diagnosed and resolved various technical issues related to fiber optic internet services, including connectivity problems and slow speeds.

Technical Support Customer Service Troubleshooting Technical Connectivity Problem Solving Communication CRM Software

Content Moderator

Teleperformance Kuaishou

Jan 2021 - Jan 2023 (2 years)

Analyzed user-generated content, categorizing and removing harmful content such as vulgarity, profanity, and violence. Collaborated with quality engineers on new updates and rules, maintaining high performance accuracy by making informed decisions and enforcing community policies.

Content Moderation Enforcement Quality Assurance Data Analysis Team Collaboration Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

NASSIM

Bachelor's Degree, Physical Science

Acquired essential knowledge within the developer ecosystem. Gained a basic understanding of HTML, CSS, pseudo code, and Agile methodology.

ARK-x

Levelup Certificate, Developer Ecosystem

Acquired essential knowledge within the developer ecosystem. Gained a basic understanding of HTML, CSS, pseudo code, and Agile methodology.

OFPPT

Diploma of specialized technician, Hotel Management

Studied hospitality operations, housekeeping, food & beverage, and guest services. Developed cultural awareness, professionalism, and presentation skills, along with basic accounting and budgeting.