Mj Silia
@mjsilia
Customer Operations professional offering bilingual support, CRM accuracy, and organized administrative back-office execution.
MoroccoWhat I'm looking for
I’m a bilingual customer operations and administrative support professional with several years of experience in client service and back-office management. I’m organized, rigorous, and autonomous, and I enjoy handling multiple tasks while maintaining a high level of quality.
In my current role at ITAAIRWAYS (2024–present), I manage customer requests, handle administrative casework, and update information in the CRM. I also follow up on complaints and coordinate with different teams to support service delivery while respecting quality objectives.
Previously, at Unicafuniversity (2023–2024), I handled customer inquiries and provided administrative follow-up. I delivered quality support remotely and strengthened my professional communication in French (C1) and English.
I work comfortably with office and productivity tools (Microsoft Office and Google Workspace) and with common support/CRM platforms (Salesforce, Zendesk, Freshdesk or similar). I aim to bring reliable processes, clear communication, and dependable back-office execution to an international company in a remote setting.
Experience
Work history, roles, and key accomplishments
Back Office Customer Support
ITA Airways
Jan 2024 - Present (2 years 6 months)
Handled customer requests and processed administrative files, including updating CRM records. Followed up on complaints and supported back-office coordination while maintaining quality goals.
Customer Support (Admin)
Unicaf University
Jan 2023 - Jan 2024 (1 year)
Provided remote customer support by handling requests and managing administrative follow-up. Used office and CRM tools to deliver quality support while following procedures.
Education
Degrees, certifications, and relevant coursework
Université Hassan II – FSAC
Licence en Sciences Physiques, Sciences Physiques
2022 -
Licence en Sciences Physiques (en cours) à l'Université Hassan II – FSAC, débutée en 2022. Cursus prévu jusqu’en 2026.
Tech stack
Software and tools used professionally
Availability
Location
MoroccoAuthorized to work in
Job categories
Skills
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