Looking for a job

Mabrouk Soltani

@mabrouksoltani

Message

I resolve complex customer disputes and improve service performance.

Tunisia

Message

What I'm looking for

I'm looking for remote opportunities where I can optimize customer-service operations, resolve complex disputes, improve retention, and secure revenue for European or Canadian teams.

I've spent 18 years at Téléperformance supporting Orange France, resolving complex Level 2 customer complaints and high-stakes disputes across calls, back-office operations, and sensitive cases.

I help European and Canadian companies strengthen customer service, protect revenue through debt collection and dispute management, and turn dissatisfied customers into loyal advocates. Based in Tunisia and working fully remotely, I use KPIs, NPS, DSO, and CRM tools to deliver responsive, results-driven support.

Experience

Work history, roles, and key accomplishments

Expert Relation Client - Pôle Précontentieux

Jul 2007 - Jun 2025 (17 years 11 months)

Managed complex customer complaints and disputes for Orange France, providing Level 2 support across multiple channels. Focused on customer satisfaction and transforming dissatisfied customers into brand advocates.

Customer Relationship Management Dispute Resolution Complaint Handling Multichannel Support CSAT Back Office Internet services Social Media

Expert Relation Client - Pôle Précontentieux (Orange)

Jul 2007 - Jun 2025 (17 years 11 months)

**Expertise Relation Client & Gestion de Litiges - Projet Orange S.A**

Fort de **18 ans d'expérience** au sein du leader **Téléperformance** pour le compte d' **Orange France** , j'accompagne aujourd'hui les entreprises dans la gestion de leur service après-vente et l'optimisation de l'expérience client.

* Missions clés :

* Gestion des réclamations complexes (Niveau 2)** : Analyse app

Education

Degrees, certifications, and relevant coursework

Centre d'Étude Informatique (CEIT

Technicien de Maintenance Informatique (Certificat de Formation), Maintenance Informatique

2022 - 2022

• 𝗗𝗶𝗮𝗴𝗻𝗼𝘀𝘁𝗶𝗰 𝗲𝘁 𝗿𝗲́𝗽𝗮𝗿𝗮𝘁𝗶𝗼𝗻 de pannes matérielles (𝗛𝗮𝗿𝗱𝘄𝗮𝗿𝗲) et logicielles (𝗦𝗼𝗳𝘁𝘄𝗮𝗿𝗲).
• 𝗜𝗻𝘀𝘁𝗮𝗹𝗹𝗮𝘁𝗶𝗼𝗻 𝗲𝘁 𝗰𝗼𝗻𝗳𝗶𝗴𝘂𝗿𝗮𝘁𝗶𝗼𝗻 de systèmes d’exploitation (𝗪𝗶𝗻𝗱𝗼𝘄𝘀 / 𝗟𝗶𝗻𝘂𝘅).
• 𝗠𝗮𝗶𝗻𝘁𝗲𝗻𝗮𝗻𝗰𝗲 préventive et curative des parcs informatiques.
• 𝗢𝗽𝘁𝗶𝗺𝗶𝘀𝗮𝘁𝗶𝗼𝗻 des performances des postes de travail.

Centre d'Étude Informatique (CEIT)

Technicien de Maintenance Informatique, Maintenance Informatique

2022 - 2022

Completed training in computer maintenance, covering hardware and software diagnostics, installation and configuration of operating systems, and preventive and curative maintenance of computer systems.