Open to opportunities

Salma Amri

@salmaamri

Customer Service Specialist skilled in high-volume English support, conflict resolution, and CSAT-driven problem solving.

Morocco

Message

What I'm looking for

I’m looking for a remote customer service role where I can handle high-volume English inquiries, resolve complex issues quickly, and keep CSAT strong—using clear communication, problem-solving, and tools like Zendesk while working rotating shifts.

I’m a Customer Service Specialist focused on delivering exceptional experiences for English-speaking customers. From March 2022 to February 2025 at MediaPilot (remote), I handled high-volume inquiries via live chat and email support, resolved complex issues, and maintained a first-contact resolution (FCR) rate of 86%.

I also bring a performance and service mindset from my Sales Executive role at Call 360 in Tangier (August 2021 to February 2022), where I managed customer expectations, exceeded monthly targets and KPIs, and supported improvements to the customer journey. I’m comfortable working remotely, with the tools and communication skills to stay accurate and responsive in fast-moving environments.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

MediaPilot

Mar 2022 - Feb 2025 (2 years 11 months)

Provided high-quality support to English-speaking customers via chat and email, resolving complaints efficiently with an 86% first-contact resolution (FCR) rate. Accurately documented customer interactions and updated the customer database regularly.

Customer Support Live Chat Phone Support Conflict Resolution CRM Software Zendesk Google Workspace Microsoft Excel English Communication

Sales Executive

Call 360

Aug 2021 - Feb 2022 (6 months)

Managed customer expectations by providing clear product and service information, while working to achieve and exceed monthly performance targets and KPIs. Collaborated with the team to improve service delivery and the customer journey.

Sales Support KPIs Product Services Information Conflict Resolution Time Management Active Listening Phone Support CRM Software