Open to opportunities

Nourouz Ben Hamadou

@nourouzbenhamadou

Message

I connect product changes, GDPR workflows, and multilingual customer operations.

Tunisia

Message

What I'm looking for

I'm looking to continue connecting product and support teams, improving customer operations, GDPR workflows, and AI-enabled support experiences in an international environment.

At Lingoda, I connect Product and Support teams, translating product updates and technical improvements into clear operational workflows for support agents.

I manage GDPR operational processes including identity verification, data access, and deletion protocols. I also collaborate on AI chatbot optimization through prompt engineering, automated-reply testing, and response-accuracy improvements.

Across SaaS and international support environments, I resolve complex customer cases, manage escalations, refunds, and policy exceptions, and provide support in English, French, and Arabic. At Transcom, I maintained 90%+ CSAT and 97%+ SLA performance.

My engineering background includes designing a modular-wing 200kg UAV commercialized for the international agricultural market, as well as quality-process work aligned with EN ISO 9001:2015 and ASD-STAN EN 9100 standards.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Operation Specialist & Product POC

Current

Lingoda GmbH

Aug 2022 - Present (4 years 1 month)

Coordinated communication between Product and Support teams, translating technical updates into operational processes. Established GDPR processes, optimized AI chatbot responses, and resolved complex student cases.

Escalation Management GDPR Compliance AI Chatbot Optimization Prompt Engineering Multilingual Support Process Improvement

Education

Degrees, certifications, and relevant coursework

Beijing University of Aeronautics and Astronautics (BUAA)

Master of Science, Management Science and Engineering

2019 - 2023

Grade: 3.6/4.0

Pursued a Master of Science in Management Science and Engineering, focusing on the adoption of smart product-service systems. Recipient of the CSC full scholarship with a GPA of 3.6/4.0.

Beijing University of Aeronautics and Astronautics (BUAA)

Bachelor of Science, Flight Vehicle Design Engineering

2014 - 2018

Grade: 3.8/4.0

Earned a Bachelor of Science in Flight Vehicle Design Engineering, including fuselage design of a civil aviation two-seat light aircraft using CATIA software. Achieved a GPA of 3.8/4.0.