lilia maafi
@liliamaafi
Technical Support Specialist with 4+ years resolving remote issues, improving first-contact resolution, and delivering clear customer solutions.
United Arab EmiratesWhat I'm looking for
I’m a Technical Support Specialist with 4+ years’ experience in call centers, logistics support, and remote troubleshooting. I focus on quickly resolving connectivity and setup issues while maintaining a high first-contact resolution rate and strong customer satisfaction.
In my roles, I handled 500+ monthly inquiries for logistics, tracking, and warranty, and supported customers with billing, mobile services, and technical issues. I log issues, collaborate with tech teams to prevent recurring problems, and bring clear communication backed by proficiency in Arabic, English, and French.
Experience
Work history, roles, and key accomplishments
Technical Support Specialist
Kido Protect
Jan 2024 - Present (2 years 4 months)
Provided remote technical support to resolve connectivity and setup issues, achieving 95% first-contact resolution and 4.8/5 customer satisfaction. Logged customer issues and coordinated with technical teams to prevent recurring problems.
Call Center Agent (After-Sales)
Khadamaty – Condor Logistics
Jan 2022 - Jan 2024 (2 years)
Handled 500+ monthly inquiries for logistics, tracking, and warranty support while accurately logging and escalating issues to improve service efficiency. Delivered personalized, customer-focused resolutions to maintain high satisfaction.
Call Center Agent (Part-Time)
Mobilis
Jan 2020 - Jan 2022 (2 years)
Assisted customers with billing, mobile services, and technical issues, providing clear guidance and fast resolutions. Reduced escalation rates by troubleshooting and resolving problems through effective customer communication.
Education
Degrees, certifications, and relevant coursework
University of Mohammed Bachir El Ibrahimi
Bachelor of Arts, English Literature
2019 - 2022
Activities and societies: Volunteered to help community members with basic reading, writing, and digital skills.
Bachelor’s in English Literature (2019–2022), focusing on English literary studies.
High School Abdel Madjid Bourezg
Baccalaureate, Foreign Languages
2016 - 2019
Activities and societies: Provided private tutoring to students and adults who had never attended school.
Baccalaureate in Foreign Languages (2016–2019).
Tech stack
Software and tools used professionally
Availability
Location
United Arab EmiratesAuthorized to work in
Job categories
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