Salhi Mokhtar
@salhimokhtar
Customer Support Team Lead at Vinted who improved team performance by 15% through coaching and workflow optimization.
QatarWhat I'm looking for
At Vinted, I led a team of 21 support agents and tracked CSAT, SLA compliance, and resolution-time KPIs. By coaching agents on CRM workflows and case-handling practices, I improved team performance by 15%.
I also ran QA audits and analyzed CRM data to identify bottlenecks, maintaining 97% quality standards. At Qatar Airways (Ground Services), I resolve customer issues and escalations in a high-pressure operational environment.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Qatar Airways
May 2025 - Present (1 year 5 months)
Resolve customer issues in real time in a high-pressure operational environment, supporting around 7 flights per day with 200 to 400 customers on each. Manage escalations that require fast decisions and compliance with airline regulations.
Led a team of 21 support agents, monitoring KPIs (CSAT, SLA compliance, resolution time) through CRM dashboards and reporting tools. Improved performance across the whole team by 15% by coaching agents on CRM workflow optimization and case-handling best practices.
Handled 20+ daily tickets in Zendesk across chat and email while keeping SLA compliance and 95%+ CSAT. Worked with other teams to resolve escalations and cut resolution time, maintaining a 97% QA score.
Customer Support Specialist
Booking.com
Oct 2021 - Oct 2022 (1 year)
Handled around 100 contacts per day by phone and email using CRM and internal account systems, maintaining 91%+ CSAT. Resolved technical, booking and account issues through structured troubleshooting and cross-department collaboration.
Education
Degrees, certifications, and relevant coursework
Zendesk
Zendesk Customer Service Professional Certificate, Customer Service
Professional certificate in customer service from Zendesk.
EF SET
EF SET: C2 English Proficiency, English Proficiency
C2 English Proficiency certification from EF SET.
LinkedIn Learning
Customer Service Strategy, Customer Service
Course on customer service strategy from LinkedIn Learning.
LinkedIn Learning
Advanced Customer Problem Solving, Customer Service
Course on advanced customer problem solving from LinkedIn Learning.
LinkedIn Learning
Decision-Making in High-Stress Environments, Decision Making
Course on decision-making in high-stress environments from LinkedIn Learning.
Tech stack
Software and tools used professionally
Availability
Location
QatarAuthorized to work in
Salary expectations
Social media
Job categories
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