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khalil idsmaine

@khalilidsmaine

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Bilingual customer support specialist focused on gaming and e-commerce.

Morocco

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What I'm looking for

I seek a customer-support role in gaming/e-commerce with fast-paced, collaborative teams, opportunities to handle VIP accounts, advance into leadership, and make measurable CSAT and retention improvements.

I am a bilingual (Arabic/English) customer support specialist with 4+ years of experience in online gaming, e-commerce, and fintech-style customer service. I consistently manage high-volume queues (50–100+ daily inquiries), maintain fast response times, and deliver strong CSAT scores through effective de-escalation, VIP handling, KYC verification, and payment resolution.

As an ecommerce business owner and freelance support representative, I achieved a 98% resolution rate, reduced negative reviews by 35%, increased customer retention by 25%, and sustained ~2-minute first-response times while providing evening and weekend coverage for global clients.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Self-Employed

Jan 2021 - Present (4 years 10 months)

Managed 50–100+ daily support inquiries across chat, email, and social media, achieving a 98% resolution rate and reducing negative reviews by 35% through de-escalation and personalized follow-ups.

Zendesk Intercom Freshdesk Salesforce Multichat Handling

Virtual Customer Support Rep

Multiple Clients

Mar 2020 - Dec 2021 (1 year 9 months)

Provided chat and email support for three international ecommerce brands, delivering 50+ daily responses with a 95% CSAT and earning Top Performer recognition for six months.

Live Chat Support Email Ticketing CRM Adaptation Confidentiality Multichannel Support CSAT