Marwen User
@marwenuser2
I lead travel customer support teams and improve service quality, KPIs, and customer experiences.
TunisiaWhat I'm looking for
I'm leading customer support at SupportYourApp, coaching agents, managing schedules and escalations, and improving service quality against KPIs and customer experience targets.
Previously, I delivered end-to-end travel booking support at SupportYourApp and Mozio, resolving modifications, cancellations, payment issues, overbookings, and special service requests. At Mozio, I managed 80+ daily customer interactions across chat, email, and phone while maintaining a 90%+ customer satisfaction score.
At Booking.com, I exceeded KPIs and performance targets by 15% while supporting reservations, refunds, complex travel issues, team training, and knowledge sharing. I bring empathetic communication, conflict resolution, data-driven process improvement, and multilingual support in English, French, and Arabic.
Experience
Work history, roles, and key accomplishments
Team Lead
SupportYourApp
Jun 2025 - Present (1 year 3 months)
Supervised and coached a team of customer support agents, ensuring adherence to service standards, KPIs, and quality targets. Managed scheduling, workload distribution, and escalations to maintain team productivity and morale.
Education
Degrees, certifications, and relevant coursework
Gomycode
Social Media Marketing
Completed a Social Media Marketing program at Gomycode in 2020.
9 avril highschool jendouba
High School Diploma
Earned a high school diploma from 9 avril highschool in Jendouba.
Tech stack
Software and tools used professionally
Availability
Location
TunisiaAuthorized to work in
Salary expectations
Job categories
Skills
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