Looking for a job

walid ben

@walidben1

Message

I lead fintech customer support teams, improving resolution rates, AML operations, and customer satisfaction.

Morocco

Message

What I'm looking for

I'm looking to lead customer support, AML, or operations work where I can use data-driven coaching, improve resolution and customer satisfaction, and help teams grow through a people-first approach.

I'm currently leading a customer support team at Wise via Teleperformance, using KPI analysis and tailored coaching to improve CEFR, resolution rates, and team efficiency.

Previously at Paysera via Ecall Services, I handled high volumes of customer inquiries while supporting AML work including identity verification, transaction monitoring, suspicious-activity flagging, fund transfers, and account reviews. I also used IT and project-management skills to develop AI tools that reduced ticket handling time from three minutes to 20 seconds.

My background also includes bilingual French and English support, mentoring PlayStation teams, managing teams of 5–20 representatives, quality monitoring, audits, and operational coordination. I lead with a people-first approach focused on accountability, engagement, and career growth.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Supervisor

Current

Wise (via Teleperformance)

Jun 2025 - Present (1 year 4 months)

Leading a customer support team, fostering accountability and implementing KPI-driven strategies to improve CEFR and resolution rates. Prioritizes agent well-being and engagement.

KPI Analysis Team Leadership Customer Support CEFR Improvement Coaching

Customer Support Specialist MultiSkill

Wise (via Teleperformance)

Apr 2025 - Jun 2025 (2 months)

Handled customer inquiries via phone, chat, and email, providing bilingual support in French and English. Assisted the support team across various platforms.

Customer Support Bi lingual French English Multichannel Communication Problem Solving

Customer Support / AML Specialist

Paysera (via Ecall Services)

Dec 2023 - Feb 2025 (1 year 2 months)

Managed client inquiries and supported AML processes including identity verification, transaction monitoring, and flagging suspicious activities. Assisted operations with transaction monitoring and account reviews.

AML Customer Support Transaction Monitoring Identity Verification Operations

Mobility Agent

Telus

Jul 2023 - Sep 2023 (2 months)

Handled complex customer inquiries with bilingual support, addressing technical and billing issues. Identified upselling opportunities for telecom services.

Customer Support Bi lingual French English Technical Support Upselling

Playstation Network Agent

FoundEver PSNUK

Nov 2022 - Jun 2023 (7 months)

Mentored the Middle East PlayStation team in customer service and conflict resolution. Supported teammates in handling complex cases.

Mentorship Customer Service Conflict Resolution Data Entry

Project Manager

Electro ESSALAM

Jan 2022 - Nov 2022 (10 months)

Managed multiple teams of 5-20 representatives, overseeing administrative tasks and quality monitoring. Enhanced team performance through mentoring and motivational strategies.

Project Management Team Leadership Administrative Tasks Quality monitoring Mentorship

Independent Contractor

Self Employed

Jan 2016 - Dec 2021 (5 years 11 months)

Responsible for procurement of facilities, utilities, and equipment, and maintained communication between contractors and clients. Ensured adherence to schedules and resolved procurement issues.

Procurement Vendor Management Communication Skills Scheduling