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Malak Mzoughi

@malakmzoughi

Customer care and IT support professional with 3+ years’ experience resolving issues, managing accounts, and driving customer satisfaction.

Tunisia

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What I'm looking for

I’m looking for a customer-focused role where I can support users and customers, troubleshoot technical issues, and contribute to agile delivery through clear communication and well-structured tickets/user stories.

I’m a customer service and IT support professional with 3+ years of experience across customer care, technical support, and business analysis. I combine strong communication (English, French, Arabic) with an agile mindset to resolve issues quickly and improve satisfaction.

In my recent roles, I managed customer inquiries via email and chat, processing payments, handling refunds, and updating order status while keeping responses prompt and solution-oriented. I also supported daily operations by diagnosing and resolving software issues, managing user accounts and access permissions, and onboarding/offboarding employees in line with security policies.

I’ve supported agile delivery as a Business Analyst, creating and maintaining user stories to align product functionalities with development teams. I’m energized by work that blends customer impact, reliable troubleshooting, and structured project management to keep teams and customers moving forward.

Experience

Work history, roles, and key accomplishments

Customer Care Representative

Miau Store

Jan 2025 - Jan 2026 (1 year)

Managed customer inquiries via email and chat, resolving complaints and processing payments, refunds, and order status updates. Maintained high customer satisfaction through prompt, professional, solution-oriented responses.

Customer Service Email Support Complaint Resolution Refunds Customer Satisfaction

Customer Service Agent

Monkey Two

Jan 2024 - Jan 2025 (1 year)

Responded to customer inquiries via multiple channels (email, chat, phone), delivering prompt and professional support. Investigated and resolved customer complaints, turning negative experiences into positive outcomes and improving satisfaction scores.

Customer Service Email Support Phone Support Complaint Investigation Issue Resolution Customer Satisfaction

IT Support Technician

Monkey Two

Jan 2024 - Jan 2025 (1 year)

Diagnosed and resolved software issues across company devices to minimize downtime and ensure smooth daily operations. Managed user accounts and access permissions, including onboarding and offboarding of employees in line with security policies.

IT Support User Account Management Permissions Onboarding And Offboarding Security Policies

Spronsoring Manager

Enactus ISET’Com

Jan 2022 - Jan 2024 (2 years)

Sourced and approached potential corporate sponsors to support club events. Negotiated sponsorship deals and managed ongoing partner relationships, preparing and presenting sponsorship proposals to secure funding and in-kind support.

Negotiation Partnership Management Fundraising

Business Analyst

Streamwide Tunisia

Jan 2023 - Present (3 years 6 months)

Supported implementation of an agile project management methodology (Scrum) across development teams. Created and maintained user stories to define and communicate product functionality to development teams.

Business Analysis Agile Scrum User Stories Requirements Definition Product Functionality

Education

Degrees, certifications, and relevant coursework

ISET’COM Tunis

Bachelor's Degree, Information Technology Administration and Management

Activities and societies: Enactus ISET’Com (2022–2024): Sponsoring Manager—sourced and negotiated corporate sponsorships and prepared sponsorship proposals.

Earned a Bachelor's degree in Information Technology Administration and Management at ISET’COM Tunis, completed in 2024.