Open to opportunities

intissar houcine

@intissarhoucine

Message

I resolve high-volume bilingual customer inquiries and recommend solutions that improve customer satisfaction.

Canada

Message

What I'm looking for

I'm looking for a bilingual customer service or client support role where I can resolve customer needs, provide clear guidance, protect confidential information, and contribute to service quality, customer satisfaction, and retention.

I've supported 40–50+ customer interactions daily in French and English, resolving inquiries, handling complaints, and recommending relevant products and services.

At Hipocos, I achieved a 95% first-contact resolution rate while verifying identities, updating client records, protecting confidential information, and coordinating solutions for complex cases. Previously at B2A Service, I performed 15% above response-time targets and contributed to a 12% improvement in customer experience survey results.

I'm currently volunteering with the YMCA in Ottawa, welcoming newcomers, guiding them to programs and language classes, and helping them complete online forms and use digital tools.

Experience

Work history, roles, and key accomplishments

Current

Bilingual Reception & Orientation Volunteer

Current

YMCA

Aug 2026 - Present (1 month)

Provide bilingual reception, intake, and orientation services to newcomers, guiding 5-10 individuals daily toward appropriate programs and services. Support clients with online forms and digital tools.

Bilingual French English Reception Intake Orientation Customer Service

Bilingual Client Service Specialist

Hipocos

Jun 2024 - Apr 2026 (1 year 10 months)

Managed 50+ customer interactions daily in a fast-paced client service environment, achieving a 95% first-contact resolution rate. Handled confidential information, verified identities, and resolved complaints while navigating Odoo and internal systems.

Customer Service Bilingual French English First Contact Resolutions Identity Verification Complaint Resolution Odoo Microsoft Office Confidentiality Compliance

Bilingual Client Care Representative

B2A Service

May 2023 - May 2024 (1 year)

Managed 40+ customer contacts daily across telephone and digital channels, resolving inquiries at first contact and performing 15% above response-time targets. Contributed to a 12% improvement in customer experience survey results.

Customer Service Bilingual French English Complaint Management Data Entry Customer Retention Digital Support