souha abboud

I’ve spent the last few years handling customer support across phone, email, and digital channels, with a strong emphasis on clear communication and accurate follow-up. At LIME (remote), I managed high-volume live chat and phone requests, including complaints, refunds, and troubleshooting ride interruptions tied to app or technical issues.

I investigated issues to identify appropriate solutions, answered questions about rides, services, payments, and account information, and documented everything in Zendesk. When cases got complex or technical, I escalated them to the right internal teams and ensured follow-up.

Before that, I supported day-to-day operations at Broadpeak in Rennes through front-desk and telephone coordination—directing inquiries, coordinating information between departments, and handling reservations and deliveries. Earlier roles at CBRE and Hotel Cesar covered receptionist work like guest support, check-in/check-out, scheduling, and email correspondence.

I work comfortably in remote, international environments and bring fluent French and English plus native Arabic to customer conversations, using tools like Zendesk, Jira, Microsoft Office, Teams, and Slack.