Open to opportunities

zakaria aqqua

@zakariaaqqua

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English-speaking customer support specialist delivering AI-enhanced service.

Morocco

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What I'm looking for

I seek a remote or hybrid support role where I can use AI tools and CRMs to improve response times, maintain SLA compliance, and contribute to process and knowledge-base improvements.

I am an English-speaking Customer Support Specialist with over one year of call center experience supporting enterprise clients at Foundever (Lexmark/Xerox). I leverage AI-assisted tools such as ChatGPT and AI-powered macros alongside CRMs like Microsoft Dynamics 365, Siebel, and Zendesk to draft, optimize, and streamline customer responses while maintaining accurate documentation and strict SLA compliance.

I was promoted within my first month to Managed Print Services (MPS) and handled complex, higher-tier accounts, escalations, and collaboration with field technicians. I drive process improvement by refining prompts, macros, and knowledge-base articles, and I thrive in remote, cross-functional environments using Slack, Zoom, Google Workspace, and Asana.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Foundever

Nov 2024 - Feb 2026 (1 year 3 months)

Provided multi-channel customer support for Canadian enterprise clients (banking, retail, healthcare, public sector), resolving order/account issues and improving response consistency using AI-assisted tools; promoted within one month to handle higher-tier MPS accounts while maintaining SLA compliance.

Microsoft Dynamics 365 Zendesk ChatGpt AI Powered Macros SLA Remote Collaboration

Education

Degrees, certifications, and relevant coursework

Mohammed V University, Faculty of Sciences (Rabat)

DEUG, Chemistry

2020 - 2023

Activities and societies: Studied chemistry; involved in support platform tools and AI-assisted support optimization.

Completed university studies at DEUG level in Chemistry within the Faculty of Sciences, focusing on chemistry coursework and support platform applications.