Mohamed Amenallah Mahbouli

Provided e-commerce customer support for multiple online platforms.

Provided technical advice and support to customers.

Provided IT technical support and troubleshooting.

Handled customer inquiries within established service-level timeframes. Helped maintain the team's service level performance and assisted other agents with troubleshooting and issue resolution.

Monitored real-time queue performance across telephone and email support channels. Coordinated daily with the client to implement measures for achieving SLAs and KPIs, and conducted agent adherence monitoring using Verint and Avaya CMS.

Processed customer claims and inquiries within established resolution deadlines. Ensured the team consistently met its service level targets and supported other agents in identifying solutions.

Assisted customer service agents in resolving customer inquiries. Managed and maintained physical IT equipment inventory.

Created tickets in the back-office system to resolve customer inquiries. Monitored ticket statuses and provided customers with shipment updates.

Handled customer inquiries via telephone and email. Created and escalated cases to other UPS distribution centers for resolution.

Provided security services as a Security Officer.

Pursued a Bachelor of Science in Business Administration at Bellows College in Berkeley, CA.