At Chalhoub Group, I manage customer interactions across voice, chat, and social media using Salesforce Service Cloud and Genesys. I resolve complex issues and escalations while working to meet SLAs and operational targets.
I was promoted to Senior in June 2026 after consistently exceeding performance targets and taking ownership of complex cases. I support international operations and maintain service quality across high-volume customer interactions.
As a Customer Care Consultant at Chalhoub Group, I provided Tier 2 backline support for one month, resolving escalated cases beyond the front-line scope and coordinating with cross-functional teams. My consistent CSAT performance led to my promotion.
Earlier, at Webhelp / Concentrix and Webhelp, I supported customers with technical issues and escalations across multiple channels. At Webhelp / Concentrix, I was recognized as a Top Achiever in Customer Satisfaction.
