Open to opportunities

Mehdi Souissi

@mehdisouissi

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Trilingual customer service team leader driving quality, coaching, and operational excellence.

Tunisia

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What I'm looking for

I seek a customer-focused role where I can lead and coach teams, improve KPIs, handle escalations, and grow within an international company.

I am a trilingual customer service and support leader with extensive experience across telecom, SaaS, e‑commerce and travel sectors, working with international clients and remote teams.

I have led teams of 10–15 advisors, monitored KPIs (quality, productivity, attendance), delivered coaching and managed escalations to ensure high customer satisfaction.

My background includes front-line technical support, onboarding, software setup, sales and after‑sales service for companies such as Xerox/Concentrix, Intelcia, Webhelp, Teleperformance, Vistaprint and Transcom.

I combine strong communication and problem‑solving skills with hands‑on proficiency in Salesforce and Microsoft Office, and I am passionate about developing teams and improving customer experience.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Team Leader

Current

Concentrix

Jan 2022 - Present (3 years 10 months)

Supervise 10–15 advisors for Xerox support, monitor KPIs (quality, productivity, attendance), deliver coaching and team meetings, and handle escalations to improve service consistency.

Team Leadership Coaching KPIs Escalation Management Customer Service Quality Assurance Workforce Management Cross Functional Collaboration

Trilingual Software Support

Intelcia

Jan 2021 - Jan 2022 (1 year)

Provided trilingual (IT/FR/EN) software onboarding, training, setup and after-sales assistance to customers for marketing and software services, ensuring successful adoption and issue resolution.

Software support Onboarding Training Technical Troubleshooting Customer Onboarding Multilingual Support

Trilingual Customer Service

Intelcia

Jan 2020 - Jan 2021 (1 year)

Sold Sunrise telecommunication products and provided trilingual customer advice and repair/service support, building sustainable customer relationships and resolving service issues.

Sales Customer Relationship Management Technical Support Troubleshooting Multilingual Communication Ticketing Product Knowledge

Customer Adviser

Webhelp

Jan 2020 - Apr 2020 (3 months)

Provided customer assistance and reservations for EasyJet during a 4-month contract, handling bookings, amendments, payments and travel option guidance.

Reserving Payment Processing Problem Solving

Customer Support Representative

Teleperformance

Jan 2019 - Jan 2020 (1 year)

Supported Netflix subscribers via chat and phone with streaming troubleshooting, payment queries and navigation assistance while contributing to sales and retention strategies.

Technical Troubleshooting Customer Retention Chat Support Phone Support Sales Strategy Content Navigation Assistance Multichannel Support

Customer Support Specialist

Vistaprint

Jan 2016 - Jan 2019 (3 years)

Delivered support for orders, design uploads, refunds and production issues across phone, email and chat, maintained CRM documentation and consistently met CSAT, productivity and QA targets.

Order Management CRM Multichannel Support Quality Assurance CSAT Case Documentation

Senior Customer Service Agent

Transcom

Jan 2011 - Jan 2016 (5 years)

Handled PayPal customer service for Italian and Swiss markets, resolving payment suspensions, complaints, fraud prevention and educating customers on product features.

Fraud Prevention Multilingual Support Account Management Customer Education