Hatem Ghanmi
Customer Service Expert
Summary
Highly motivated Support Customer Specialist with exceptional interpersonal skills, extensive customer service experience, and in-depth knowledge in management and quality. Committed to providing exceptional support and efficiently resolving customer issues. Strong foundation in management principles and a keen understanding of quality assurance. Proven ability to multitask, prioritize tasks, and work effectively in a fast-paced environment. Dedication to maintaining high standards of quality in all aspects of work. Adept at implementing and adhering to quality control measures, ensuring service delivery aligns with established benchmarks. Actively contribute to enhancing operational efficiency and customer satisfaction through a focus on continuous improvement. Eager to leverage skills in management and quality to make a positive impact on the overall performance of the team and the organization.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
L'Oréal Customer Service Specialist
IntouchCX
09.2024 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
Qonto Bank Customer Specialist
Concentrix
05.2023 - Current
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
- Entered loan data into computerized banking system for renewals and modifications and submitted requests to portfolio managers before maturity.
- Improved client retention rates through proactive relationship building and timely issue resolution.
- Identified opportunities for cross-selling financial products, increasing overall revenue for the bank.
- Enhanced customer satisfaction by providing efficient and accurate banking services.
- Collaborated with team members to achieve branch sales targets consistently.
- Advised customers of products and services and assisted bankers in delivering superior customer service.
- Ensured smooth implementation of process improvement initiatives leading to increased productivity levels.
NortonLifeLock Technical Specialist
Teleperformance
01.2019 - 05.2023
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Completed troubleshooting and diagnostics on company resources.
- Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
- Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
- Enhanced data security, implementing rigorous backup procedures and disaster recovery plans.
Apple Customer Specialist
Teleperformance
07.2018 - 01.2019
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Completed troubleshooting and diagnostics on company resources.
- Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
- Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
- Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Provided customers with detailed information on company products, services and materials.
- Assessed and offered solutions to improve procedures and customer experiences.
- Achieved high customer retention rates by consistently delivering exceptional support and assistance.
PayPal Customer Specialist
Transcom
01.2018 - 06.2018
- Verified accuracy of customer account information and updated when necessary.
- Provided customers with detailed information on company products, services and materials.
- Assessed and offered solutions to improve procedures and customer experiences.
- Responded to customer inquiries via phone, email and web-based platforms.
- Requested escalation for unresolved issues.
- Developed rapport with clients through effective communication and active listening skills.
Telemarketer
Europa Tech
11.2016 - 12.2016
- Sell Electronic Devices by phone
- Generated new leads through targeted cold calling efforts, expanding the company''s client base.
- Recorded and updated customer information in online systems.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Recorded contact information of customers and potential customers in internal database.
- Built rapport with customers to foster long-term relationships and ensure repeat business.
- Improved overall call quality by adhering to company guidelines and best practices consistently.
Technical Team Leader
Nerim
05.2016 - 10.2016
- Technical assistance for professionals B2B
- Verification of diagnostics and validation of solutions
- Provide Technical support to Agents
- Increased customer satisfaction through efficient issue resolution and proactive communication of updates.
- Assisted in recruitment to build team of top performers.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
Team Leader
Convergys
09.2009 - 05.2016
- Technical Mentor on HP Consumer Operation Work Experience
- Provide a high level technical phone support
- Provide advice to professional assistance
- Coach, support and train professionals in the technical skills, customer service and the applicable process
- Maintain the professional and technical development through performance assessment and providing appropriate feedback
- Deliver high quality technical resolutions by interpreting customer problems and research available resources
- Search and retrieve data from various databases and provide the necessary analytical reports
Second Leader
NewRest Catering
03.2007 - 08.2007
- Inventory and production management
- Analysis, Management and Reporting of unit results (Grand Coffee & Restaurant)
Education
Senior Technician Certificate - Commerce
Sectoriel training Center of third sector professions
09.2007 - 02.2009
Baccalaureate - EconomyManagement
01.2004 - 01.2005
Certified Trainer TTT - Professional Train-the-Trainer Certificate
Convergys
Technical Forum HP Expert - Provide Online Technical Support to HP Customers on the HP Forum
Convergys
10.2012 - 09.2013
Second Leader - Inventory and production management, Analysis, Management and Reporting of unit results (Grand Coffee & Restaurant)
NewRest Catering
03.2007 - 08.2007
Skills
- Adaptability
- Conflict Resolution
- Self-motivation
- Communication
- Ability to Work Under Pressure
- Decision Making
- Time Management
- Teamwork
Personal Information
- Date of Birth: 07/04/84
- Marital Status: Married
Timeline
L'Oréal Customer Service Specialist
IntouchCX
09.2024 - Current
Qonto Bank Customer Specialist
Concentrix
05.2023 - Current
NortonLifeLock Technical Specialist
Teleperformance
01.2019 - 05.2023
Apple Customer Specialist
Teleperformance
07.2018 - 01.2019
PayPal Customer Specialist
Transcom
01.2018 - 06.2018
Telemarketer
Europa Tech
11.2016 - 12.2016
Technical Team Leader
Nerim
05.2016 - 10.2016
Technical Forum HP Expert - Provide Online Technical Support to HP Customers on the HP Forum
Convergys
10.2012 - 09.2013
Team Leader
Convergys
09.2009 - 05.2016
Senior Technician Certificate - Commerce
Sectoriel training Center of third sector professions
09.2007 - 02.2009
Second Leader
NewRest Catering
03.2007 - 08.2007
Second Leader - Inventory and production management, Analysis, Management and Reporting of unit results (Grand Coffee & Restaurant)
NewRest Catering
03.2007 - 08.2007
Baccalaureate - EconomyManagement
01.2004 - 01.2005
Certified Trainer TTT - Professional Train-the-Trainer Certificate
Convergys
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