Open to opportunities

Rattazi Ghofran

@rattazighofran

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Customer support and data professional improving FinTech operations and insights.

Tunisia

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What I'm looking for

I’m looking for international or remote opportunities where I can combine technical customer support with data reporting and quality. I want roles in FinTech or data-driven teams, using BI and project tools to improve KPIs, SLA outcomes, and customer experience.

I’m a dynamic, multilingual Customer Support Specialist & Data Professional with 4+ years of experience across customer support, data stewardship, AI data annotation, and content production. I’m especially strong at resolving complex technical issues while keeping quality high in high-volume workflows.

In my current role at Regnology Tunisie SARL, I provide technical support for FinTech regulatory software using Jira Service Management (JSM). I analyse and report on support data with Power BI / EazyBI dashboards to track ticket trends and KPIs, document resolutions, and escalate complex cases to development teams to stay SLA-compliant. I also collaborate with product and engineering teams to improve the client experience.

Before that, I worked at Transcom – Vinted handling customer inquiries, complaints, and feedback across email and chat for a European marketplace. I managed order follow-up and account-related needs, maintained accurate CRM records and interaction logs, and was recognized internally for quality scores and low average handling time.

Parallel to customer-facing work, I’ve built solid data and language capabilities. As a Data Steward with Veeva Systems via TalentDesk, I ensured accuracy and governance within Veeva OpenData by validating HCP/HCO records and flagging anomalies within SLA windows; I also completed AI data annotation through Arabic dialectal transcription and translation. Whether it’s technical support, data quality assurance, or SEO-focused bilingual content, I aim for clarity, consistency, and measurable outcomes.

Experience

Work history, roles, and key accomplishments

Current

Junior Customer Support Specialist

Current

Regnology Tunisie SARL

Apr 2026 - Present (3 months)

Provide technical support for FinTech regulatory software, resolving client issues through Jira Service Management (JSM) and maintaining SLA compliance. Analyse ticket trends and KPIs using Power BI and EazyBI, document resolutions, and escalate complex cases to development teams.

Technical Support Power BI Ticket Trends KPI Reporting SLA Cross Functional Collaboration Problem Solving

Customer Service Representative

Transcom – Vinted

Jul 2022 - Apr 2026 (3 years 9 months)

Handled high-volume customer inquiries, complaints, and feedback across email and chat for a European marketplace. Managed order follow-up and account issues using CRM tools while maintaining customer satisfaction and quality performance.

Customer Support Email Support Chat Complaint Handling Issue Resolution Account Management CRM Tools Customer Management Customer Satisfaction Performance Monitoring

Data Steward

Veeva Systems

Jan 2023 - Jan 2024 (1 year)

Maintained data accuracy, completeness, and consistency within Veeva OpenData by reviewing and validating healthcare professional (HCP) and healthcare organisation (HCO) records. Applied data governance protocols and flagged anomalies for resolution within SLA windows.

Data Stewardship Data Validation Data Governance Quality Assurance Healthcare Records Veeva SLA Management Data Entry Documentation

AI Data Annotator

Independent (AI Projects)

Jan 2023 - Jan 2024 (1 year)

Transcribed and translated spoken Arabic dialect audio to support training datasets for speech-recognition and NLP models. Ensured linguistic accuracy, diacritisation consistency, and dialect tagging across large annotation batches.

AI Data Annotation Arabic Dialectal Transcription Translation Translation Accuracy Diacritization

Freelance Content Writer & Editor

Various Clients

Jan 2022 - Jan 2024 (2 years)

Researched, wrote, and edited articles, blog posts, and web content in Arabic and English across diverse topics. Produced SEO-optimised content with fast turnaround and minimal revision cycles while adapting tone to client brand voice.

Content Writing Editing SEO Copywriting SEO and Content Research Adapting Tone Web Content Creation Revision Cycle Reduction

Case Worker

She Said (NGO)

Jan 2021 - Jan 2022 (1 year)

Conducted needs assessments and coordinated access to healthcare, shelter, and legal services for women from vulnerable backgrounds. Documented case files, followed up on progress, and supported gender-sensitive approaches and awareness activities.

Needs Assessment Case Documentation Healthcare Services Coordination Continuous Support Planning

Student Union Member

General Union of Tunisian Students (UGET)

Jan 2018 - Jan 2022 (4 years)

Led and coordinated events, campaigns, and student advocacy workshops. Supported student-focused outreach and advocacy activities over the program period.

Event Coordination Campaigns Student Advocacy Workshop Facilitation Leadership

English Teacher (Volunteer)

Community Initiative

Jan 2019 - Jan 2021 (2 years)

Taught English to underprivileged children aged 4–10 and designed engaging lesson plans. Delivered volunteer instruction and adapted materials for children’s learning needs.

Lesson Planning Underprivileged Learners

Volunteer Translator

Social and Economic Forum Tunisia

Jan 2021 - Present (5 years 6 months)

Provided real-time Arabic–English interpretation during conferences and translated official documents. Supported communication across event sessions and translated materials for attendees.

Translation Conference Interpretation Document Translation