Freelancer profile translated to English.

Description

My name is Hafsa. I have over 3 years of experience in bilingual (French/English) customer support, where I assisted clients by phone, email, chat, and social media. I have worked for international companies such as Foundever and Concentrix, which has allowed me to develop excellent communication, listening, and problem-solving skills. Currently holding a degree in computer science, I am also interested in digital technologies and content creation. Passionate about drawing, I enjoy putting my creativity to work on my projects. I can help you provide an excellent customer experience, respond quickly to their needs, and represent your company professionally.

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Foundever (formerly Sitel Group)
Customer Support Advisor
E-COMMERCE
January 2022 - January 2024 (2 years)
United Kingdom
• · Delivered customer support via phone, email, and live chat.
• · Resolved customer issues efficiently while maintaining high satisfaction scores.
• · Managed account-related requests and technical troubleshooting.
• · Worked with CRM systems and internal knowledge bases.
• · Collaborated with cross-functional teams to improve customer experience.
• · Met KPIs including quality, productivity, and customer satisfaction.
Customer Service Customer Satisfaction IT Support
Concentrix
Customer Support Representative
January 2024 - January 2025 (1 year)
• · Assisted international customers in English and French.
• · Responded to inquiries regarding products and services.
◦ · Escalated complex issues appropriately while ensuring timely follow-up.
• · Processed customer requests with accuracy.
• · Maintained excellent customer service standards.
The Cove Studio
Administrative & Social Media Assistant
January 2025 - Today (1 year and 6 months)
Cameroon
• · Managed administrative tasks and daily operations.
◦ · Scheduled appointments and coordinated client communications.
◦ · Assisted with social media management (Instagram, Facebook, TikTok).
• · Created engaging digital content and supported marketing campaigns.
• · Responded to customer inquiries through social media platforms.
• · Maintained client databases and administrative records.