Freelancer profile translated to English.
Back to original languageAbout Mabrouk
Customer Relations & Dispute Management Expert | 18 years of experience (Orange France)
With nearly two decades of experience at the leaderTéléperformanceforOrange France**, I now help companies achieve customer service excellence. As a specialist in complex dispute resolution and customer loyalty, I am proficient across all channels ( **Phone,Email,E-chat,Social Media).
- **Premium Customer Support**: Managing interactions with a strong focus on satisfaction (CSAT).
- **Loyalty (Retention)**: Strategies to reduce churn and turn unhappy customers into advocates.
Why collaborate with me?
✅ **Guaranteed Seniority**: 18 years of expertise serving a major operator.
✅ **Languages**: French (Native or Bilingual), Arabic (Native), English: Limited professional proficiency.
✅ **Flexibility**: Immediately available for remote work, for one-off or full-time missions.
.🚀 **Launch Offer**: To gather my first reviews on Malt, I am currently offering a **preferential rate of €220/day**. Benefit from senior expertise at a junior profile price!
Feel free to send me a message to discuss your project and initiate our future collaboration.
Arabic
Native or bilingual
French
Native or bilingual
English
Conversational
Remote only
Primarily works remotely
Experience
- TeleperformanceCustomer AdvisorTELECOMMUNICATIONSJuly 2007 - June 2025 (17 years and 11 months)TunisiaCustomer Relations & Dispute Management Expertise - Orange S.A ProjectWith18 years of experienceat the leaderTéléperformancefor **Orange France**, I now assist companies in managing their after-sales service and optimizing the customer experience.* Key Missions:*
- **Complex Complaint Management (Level 2)**: In-depth analysis and resolution of high-stakes disputes.
- **Multichannel Support**: Proficiency in handling incoming calls, back-office tasks, and sensitive case management.
- **Customer Satisfaction (CSAT)**: Implementing quick and effective solutions to turn unhappy customers into brand ambassadors.
- **Technical Expertise**: Specialization in internet services and social media-related issues.
* Why choose me?*My ability to manage stress and de-escalate critical situations ensures an impeccable brand image for my clients. - centre d'appelB2B / B2C Telemarketer - Business DevelopmentTELECOMMUNICATIONSDecember 2006 - April 2007 (4 months)Tunis, TunisiaExperience in targeted **telemarketing**, with the objective of **scheduling appointments**.This role allowed me to develop excellent verbal communication skills and strong persuasive abilities. I have mastered the art of capturing attention from the first few seconds and transforming every objection into an opportunity for constructive dialogue.**Key Skills:** Telephone Prospecting ( **Cold Calling)
- Appointment Setting (Setting)
- Objection Handling
Recommendations
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Education
- Higher Technician in Electronic Production TechniquesCentre de Coopération Canado-Japonaise (CCCJ)2005Bac +2
- Technician Diploma in Computer MaintenanceCentre de Formation Professionnelle de Tunis2022Diplôme en Maintenance Informatique