Description

I help companies manage customer support and resolve technical issues efficiently through chat and email.

With over 10 years of experience in technical support, I have handled more than 30,000 users across telecom and digital services. I focus on fast issue resolution, reducing escalation, and improving customer satisfaction without relying on phone support.

I also work in AI training and evaluation, providing structured human feedback to improve response quality across Arabic, English, and French.

What I do:

• Resolve technical issues through chat and email support

• Handle high-volume customer operations

• Improve support workflows and response time

• Train and evaluate AI systems with multilingual feedback

I am open to remote roles in chat support, email support, AI training, and technical support operations.

Languages

English
Native or bilingual
Arabic
Native or bilingual
French
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

Upwork
Outlook Mobile Support Agent
January 2023 - Today (3 years and 5 months)
• • Served as the first point of contact for customers seeking technical assistance over chat.
• • Performed remote troubleshooting of Outlook mobile app through diagnostic techniques and pertinent questions.
• • Determined the best solution based on the issue and details provided by customers.
• • Walked the customer through the problem-solving process.
• • Directed unresolved issues to the next level of support personnel.
• • Provided accurate information on company products or services.
• • Recorded events, problems, and their resolution in logs.
• • Followed-up and updated customer status and informations.
• • Passed on any feedback or suggestions by customers to the appropriate internal team.
• • Identified and suggested possible improvements on procedures.
• • Provided exceptional customer service while supporting more than 30000 end users.
Translation English-French Translation French-English Arabic Translation Arabic-French Translation French-Arabic
OOREDOO
TECHNICAL SUPPORT ENGINEER (English/Arabic)
October 2013 - October 2022 (9 years)
• • Served as the first point of contact for customers seeking technical assistance over the phone or email
• • Performed remote troubleshooting of internet issues, voice, or TV Box through diagnostic techniques and pertinent questions.
• • Determined the best solution based on the issue and details provided by customers.
• • Walked the customer through the problem-solving process.
• • Directed unresolved issues to the next level of support personnel.
• • Provided accurate information on company products or services.
• • Recorded events, problems, and their resolution in logs.
• • Followed-up and updated customer status and information.
• • Passed on any feedback or suggestions by customers to the appropriate internal team.
• • Identified and suggested possible improvements on procedures.
• • Provided exceptional customer service while supporting more than 30000 end users.
• • Provided Tier 1 and 2 help desk troubleshooting assistance, using Siebel software for ticket logging
BORN TO BE CREATIVE
IT PROJECT MANAGER
May 2010 - October 2012 (2 years and 5 months)
• • Setting project goals and created plans to meet them.
• • Maintained the project schedule and budget, created status reports.
• • Managed resources, included the team, equipment, etc.
• • Assigned tasks to team members.
• • Developed strategy to deliver projects on time and within budget.
• • Used IT project management tools to track progress and performance.
• • Assessed risk and responded adequately.
• • Leaded regular meetings with team and stakeholders