Open to opportunities

Kagarei Rui

@kagareirui

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Team manager and SME specializing in technical support, coaching, and escalation management.

Morocco

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What I'm looking for

I seek a role where I can lead and coach support teams, manage escalations, improve processes, and drive KPI-driven performance in a collaborative environment.

I am a Team Manager and Subject Matter Expert with a background in technical support and back-office operations, focused on driving team performance through coaching, clear communication, and structured problem-solving.

I have led teams to meet KPIs and quality targets by tracking performance metrics (AHT, FCR, productivity) and providing real-time support for complex or edge cases.

My hands-on experience includes escalation handling, knowledge transfer, quality monitoring, data accuracy, and administrative process improvements that streamline customer service operations.

I am fluent in English and Arabic, with working knowledge of French and German, and I prioritize coaching, documentation, and collaboration with cross-functional teams to ensure high-quality customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Back Office Associate

Current

Foundever

Jan 2023 - Present (3 years)

Managed administrative and operational tasks to support customer service teams, ensured accurate data entry and documentation, and collaborated with technical teams to improve internal processes.

Data Entry Documentation Process Improvement Administrative Support

Current

Subject Matter Expert

Current

Foundever

Jan 2023 - Present (3 years)

Provided real-time support for complex and edge-case customer issues, guided escalations, ensured correct troubleshooting and policy adherence, and delivered training and knowledge updates.

Escalations Troubleshooting Training Knowledge Management Documentation Customer Support

Team Manager

Foundever

Jan 2023 - Jan 2025 (2 years)

Tracked team performance and KPIs, coached agents through feedback, call/ticket reviews and action plans, and handled escalations to ensure policy compliance and target attainment.

Coaching Escalation Management KPI Tracking Troubleshooting Ticketing

Technical Support Specialist

Foundever

Jan 2022 - Jan 2023 (1 year)

Provided technical assistance to customers, resolved product and service issues, guided clients through troubleshooting steps, and maintained detailed records of interactions and solutions.

Technical Troubleshooting Ticketing Documentation