ikram zina
@ikramzina
Customer Support Rep | Zendesk | Gorgias | Shopify | CSAT
What I'm looking for
ππππ πππππππππ ππππππ ππππ πππππππ πππ ππππ πππππππππ β π° ππππ ππππ ππππ πππ ππππ. I'm a Customer Support & Customer Success specialist with 6+ years of remote experience helping e-commerce, hospitality, and SaaS brands turn support tickets into loyal customers. πΎπππ π° ππππ ππ πππ -ππ-πππ : Orders, payments, refunds, and disputes β resolved accurately and fast. Booking changes, cancellations, and escalations across multiple platforms. Chat, email, and social media support with a 98% issue resolution rate. 50+ tickets managed daily using Zendesk, Gorgias, and Freshdesk. πΎππ πππππππ ππππ ππππππ ππππ: β Fluent in English, French & Arabic β I reach more of your customers β I work independently β no hand-holding or micromanagement needed β I treat your brand reputation like it's my own β Available for both ongoing contracts and peak-season surge support. Whether you're scaling a Shopify store, managing an Airbnb portfolio, or growing a SaaS product β I plug in fast and make an immediate impact. πΉπππ π ππ πππππππ ππππππ πππππ, πππ π πππ. π³ππ'π πππ ππππ πππππππ πππππ πππ ππ πππππππ.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Iroom Co
Jan 2023 - Jan 2026 (3 years)
Managed high-volume customer and partner communications via chat and email, achieving a 98% issue resolution rate. Handled reservations and booking changes, logged 50+ daily interactions in CRM, and prioritized tickets to meet SLA response windows.
Customer Support Specialist
Muamalah
Jan 2022 - Jan 2023 (1 year)
Resolved complex customer issues, including secure payment disputes and refund processing, with high accuracy and speed. Provided omnichannel support across chat, email, and social media, and coordinated with logistics to clear delivery and order discrepancies.
Customer Support Agent
Missodd
Jan 2018 - Jan 2023 (5 years)
Provided responsive chat and email support for orders, payments, and delivery inquiries through a high-volume ticket queue. Reduced average response times through improved ticket management and prioritization, and supported cross-selling and upselling to improve retention and revenue.
Education
Degrees, certifications, and relevant coursework
University Belhadj Bouchaib
Bachelor's Degree, Banking & Economics
2015 - 2018
Earned a Bachelor's degree in Banking & Economics from University Belhadj Bouchaib from 2015 to 2018.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Social media
Job categories
Skills
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