Open to opportunities

serene derbel

@serenederbel

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Experienced Advanced Support Manager dedicated to exceptional customer experiences.

Tunisia

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for growth and innovation.

I am an Advanced Support Manager with a strong commitment to delivering exceptional customer experiences. My expertise lies in CRM, service delivery, and customer relationship management. I excel in problem-solving and process optimization, leading support teams to streamline operations, enhance response times, and improve customer satisfaction. My strategic approach ensures that support is efficient, scalable, and focused on the customer, creating a seamless and reliable experience.

Throughout my career, I have managed complex customer support operations, significantly strengthening client relationships through proactive communication. This dedication has resulted in a 20% increase in client trust and loyalty. I have also optimized customer support workflows, achieving a 15% boost in customer satisfaction scores. My leadership of cross-functional teams has led to a 25% increase in overall productivity, demonstrating my ability to implement effective processes that benefit both the team and our clients.

Experience

Work history, roles, and key accomplishments

Advanced Support Manager

Acteol - The Access Group

Jan 2023 - Sep 2023 (8 months)

Managed complex customer support operations, ensuring service efficiency and quality control. Strengthened client relationships through proactive communication, leading to a 20% increase in client trust and loyalty. Optimized workflows for a 15% boost in customer satisfaction scores.

Customer Service Communication Problem Solving Salesforce Digital Marketing Testing

Implementation Consultant

Acteol - The Access Group

Dec 2022 - Sep 2023 (9 months)

Led the implementation process for Acteol SE, ensuring smooth CRM onboarding and customized solutions for hospitality businesses. Provided comprehensive training sessions and supported 40+ clients, enhancing software adoption and client engagement.

Customer Service CRM Training Client Engagement Problem Solving Digital Marketing Testing

Junior Support Manager

Acteol - The Access Group

Aug 2021 - Jan 2023 (1 year 5 months)

Provided Level 2 support for clients and internal teams, addressing complex technical issues. Optimized communication channels and implemented a client engagement strategy, reducing support issues by 30% and maintaining a high resolution rate.

Customer Service Technical Support Communication Problem Solving Client Engagement Salesforce Digital Marketing

Marketing Manager

Elkhabia-Leader Food Process

Aug 2020 - Mar 2021 (7 months)

Led a successful rebranding effort, revitalizing the company’s identity and strengthening customer engagement. Oversaw the rollout of the new brand identity across all marketing channels, resulting in a 25% boost in customer engagement.