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Hatim Kerboute

@hatimkerboute

SME Technical Support & Sales Representative at Telus International resolving priority tickets and supporting customer retention.

Morocco

Message

At Telus International, I provided advanced technical support for complex customer issues and SME-level escalations. I resolved priority tickets while maintaining service quality and SLA compliance.

I mentored new team members on tools, processes, and product knowledge, and collaborated with cross-functional teams to improve customer experience and operational efficiency. I also recommended solutions to customers and contributed to revenue growth through consultative sales and customer retention initiatives.

Previously, I was a Quality Analyst at ByteDance / TikTok, where I led quality calibration sessions and trained junior analysts. My earlier work includes content moderation at Facebook and Instagram, as well as technical support and sales at Telus International.

Experience

Work history, roles, and key accomplishments

SME Technical Support & Sales Representative

Telus International

Jan 2025 - Dec 2026 (1 year 11 months)

Provided advanced technical support for complex customer issues and SME-level escalations. Mentored new team members and contributed to revenue growth through consultative sales and customer retention initiatives.

Technical Support Escalation Management Mentorship SLA Compliance Consultative Sales Customer Retention Cross Functional Collaboration

Technical Support & Sales Representative

Telus International

Jan 2024 - Dec 2025 (1 year 11 months)

Resolved technical issues efficiently across multiple channels and ensured customer satisfaction through professional support. Achieved sales targets by identifying customer needs and offering suitable solutions.

Technical Support Customer Service Sales Bilingual Support Ticketing Systems Troubleshooting

Quality Analyst

ByteDance / TikTok

Jan 2021 - Dec 2024 (3 years 11 months)

Led quality calibration sessions across moderation to enhance policies and guidelines. Trained and mentored junior analysts on quality analysis processes and policies.

Quality Assurance Calibration Policy Development Mentorship Data Analysis Cross Functional Collaboration

Senior Content Moderator

Instagram

Jan 2019 - Dec 2021 (2 years 11 months)

Moderated content and enforced community guidelines across platform features. Developed and implemented new moderation processes and collaborated with cross-functional teams to address emerging issues.

Content Moderation Community Guidelines Process Improvement Cross Functional Collaboration Policy Enforcement

Senior Content Moderator

Facebook

Jan 2018 - Dec 2019 (1 year 11 months)

Moderated and reviewed user-generated content for compliance with community standards. Investigated and resolved user-reported issues and escalated complex cases to senior moderators and leadership.

Content Moderation Policy Enforcement Escalation Management User Report Community Standards Cross Functional Collaboration