Youssra Bouassida
@youssrabouassida
I improve multilingual support quality through auditing, coaching, calibration, and operational process improvement.
TunisiaWhat I'm looking for
At Holafly, I support multilingual customer operations as an Operations Backup and Customer Support Specialist, providing real-time floor support, managing incidents, coaching agents, and improving workflows with cross-functional teams.
Previously at Cimpress–VistaPrint, I audited 2,100+ customer cases across four teams and improved performance by 42% in seven months through targeted coaching, calibration sessions, training content, and data-driven action plans. I bring seven years of customer support experience across quality evaluation, technical and design assistance, and PayPal banking operations in Arabic, French, and English.
Experience
Work history, roles, and key accomplishments
Operations Backup
Holafly
Feb 2025 - Present (1 year 6 months)
Serve as backup Subject Matter Expert providing real-time floor support, coaching agents on quality standards, and leading refresher sessions. Support daily operations, manage incidents, and coordinate cross-functionally on macros and AI-assisted tools.
Customer Support Specialist (Multilingual)
Holafly
Apr 2024 - Present (2 years 4 months)
Handle multilingual customer support chats in French, Arabic, and English, and support additional markets using translation tools. Resolve complex, escalated customer cases while maintaining quality and efficiency targets.
Quality Evaluator & Analyst
Cimpress – VistaPrint
Oct 2022 - May 2024 (1 year 7 months)
Audited 2,100+ customer cases across 4+ teams for quality, consistency, and compliance. Improved performance across four teams by 42% within 7 months through targeted coaching, process updates, and data-driven action plans.
Customer Care Specialist – Online Design Assistant
Cimpress – VistaPrint
Nov 2019 - Sep 2022 (2 years 10 months)
Responded to customer inquiries and diagnosed technical and design-related issues. Provided online design assistance, including custom templates and personalized designs, and guided customers in using online design tools efficiently.
Banking Advisor – PayPal Operations
Transcom
Jan 2019 - Nov 2019 (10 months)
Assisted customers with online transactions, account issues, and product inquiries. Examined and analyzed fraud and dispute cases in line with banking compliance standards.
Education
Degrees, certifications, and relevant coursework
Faculty of Arts and Humanities, Sfax
National Applied Bachelor Degree, Business English
2014 - 2019
Pursued a National Applied Bachelor Degree in Business English, focusing on language skills and business communication.
Mohammed Ali High School, Sfax
Baccalaureate Diploma, Arts
2010 - 2014
Completed secondary education with a Baccalaureate Diploma in Arts.
Tech stack
Software and tools used professionally
Availability
Location
TunisiaAuthorized to work in
Job categories
Skills
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