Mohammed Hamed
@mohammedhamed
Technical support specialist and quality coach with five years' experience in telecom and customer service.
MoroccoWhat I'm looking for
Je suis un agent de support technique et coach qualité avec cinq ans d'expérience dans les services Internet, la téléphonie IP, et l'assistance client multicanale.
J'ai fourni un support technique direct aux clients (câble, DSL, fibre, IPTV, VoIP), géré les emails et suivis, et effectué des corrections de facturation pour garantir la satisfaction client.
En tant que coach qualité et mentor, j'ai réalisé des calibrages d'appels, évaluations détaillées et mis en place des plans d'action pour améliorer les performances des agents et la qualité du service.
Je suis adaptable, orienté équipe et analytique, avec expérience sur des outils tels que Citrix, NMS, 8x8 et divers outils de facturation et réservation, et je parle arabe, français et anglais.
Experience
Work history, roles, and key accomplishments
Senior Technical Support Agent
Ebox
Feb 2023 - Jan 2024 (11 months)
Provided technical support for internet (cable, DSL, fiber), IPTV and VoIP services via phone and email, handling escalations and follow-ups to ensure customer satisfaction.
Quality Coach
Humania BPO
May 2022 - Feb 2023 (9 months)
Evaluated and calibrated agent calls, implemented quality assurance processes and action plans to improve agent performance and service quality across client campaigns.
Technical Support Agent
Connecte IT
Jan 2022 - May 2022 (4 months)
Managed customer requests via phone and ticketing, performed activations and assignments to departments, and provided product-specific technical support and billing reviews.
Travel Agent
Travelplanet
Nov 2021 - Dec 2021 (1 month)
Processed reservations for trains, hotels and ferries by phone and email, supported customers on the booking platform and resolved payment and cancellation issues.
Coach - Mentor
Videotron (via Humania BPO)
Jan 2021 - Nov 2021 (10 months)
Managed and coached a team, conducted call calibrations and follow-ups, and implemented action plans to raise agent KPIs and service quality for client campaigns.
Bilingual Technical Support Agent
Videotron (via Humania BPO)
Jun 2018 - Jul 2021 (3 years 1 month)
Assisted customers in English and French with mobile services, IP telephony, TV and internet issues, handled billing corrections and refunds to ensure satisfaction.
Education
Degrees, certifications, and relevant coursework
Hassan II University of Casablanca
Bachelor of Arts, English Literature
Completed a Bachelor's degree in English Literature with coursework relevant to language and communication.
Ibn Mandour High School
High School Diploma, Experimental Sciences
Obtained a high school diploma in Experimental Sciences focusing on scientific subjects.
Availability
Location
MoroccoAuthorized to work in
Job categories
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