Open to opportunities

Mazen Wehbe

@mazenwehbe

I manage high-volume customer support, helpline operations, case resolution, and reporting for international organizations.

Lebanon

Message

What I'm looking for

I'm seeking a remote customer support or operations role with a globally distributed team, where I can manage client inquiries, case workflows, reporting, and service quality.

I've managed high-volume client support and case operations for UNHCR, the International Rescue Committee, Solidarités International, and NP-Iraq. At UNHCR, I handled end-to-end resettlement processing, maintained CORTS and proGres records, and supported colleagues using internal systems.

Through UNHCR's helpline, I handled inbound and outbound calls, scheduled appointments, resolved inquiries, escalated urgent cases, and produced KPI-style reports on call volume, wait times, referrals, and case status.

I'm fluent in Arabic, French, and English, and I bring a calm, empathetic approach to complex client needs, accurate documentation, staff training, and cross-team coordination.

Experience

Work history, roles, and key accomplishments

International Protection Officer

NP-Iraq

Mar 2024 - Apr 2025 (1 year 1 month)

Built trust-based relationships with community stakeholders and delivered training and support services. Designed training materials, produced activity reports, and supported financial and logistics administration.

Training Community Engagement Reporting Administration

Senior Resettlement Assistant

UNHCR

Jul 2022 - Dec 2023 (1 year 5 months)

Managed end-to-end case processing for a high-volume caseload, ensuring accuracy and strict SLA/SOP compliance. Maintained case records in CORTS/proGres, produced statistics and reports, and provided empathetic guidance to clients.

Case Management CORTS ProGres Reporting Client Communication SLA

Registration Assistant

UNHCR

Sep 2019 - Jul 2022 (2 years 10 months)

Operated as a core member of the UNHCR Helpline, handling calls, scheduling appointments, and resolving inquiries. Produced daily, weekly, and monthly reports on call volume and referrals, and conducted registration and counselling interviews.

Call Handling Reporting Registration Counselling Interpretation

Apprenticeship Officer

International Rescue Committee

Jul 2017 - Aug 2019 (2 years 1 month)

Managed client relationships end-to-end, including counselling, onboarding, and placement matching. Coordinated with employers and internal teams, handled contract administration, and produced program reports for donors.

Client Relationship Management Counselling Contract Administration Reporting Coordination

Outreach Officer & Enumerator

Solidarités International

Aug 2015 - Jul 2017 (1 year 11 months)

Conducted household-level client interviews and needs assessments, entered data in an analysis database, and coordinated distribution logistics. Submitted daily activity reports and worked with a team supervisor.

Data Entry Needs Assessment Logistics Coordination Reporting