Said Boufares

• · Handled high-volume inbound calls and emails from corporate clients, providing accurate information and timely issue resolution

• · Maintained thorough records in ticketing systems; logged, tracked, and escalated cases to ensure accurate documentation Managed client account access, configuration settings, and profile updates within enterprise platforms . Drafted routine correspondence and communicated client feedback to internal teams to improve service quality . Consistently met and exceeded KPIs including first-call resolution rate and CSAT scores

• · Supported a cloud-based enterprise contact center environment (Amazon Connect), gaining exposure to queue management and user support workflows

• · Documented processes and procedures in Confluence; collaborated in a cross-functional team environment using Microsoft Teams and GitLab

• · Managed client relationships end-to-end across diverse projects, handling inquiries, setting expectations, and ensuring satisfaction

• · Drafted project updates, routine correspondence, and deliverable documentation for international clients in English and French

• · Maintained accurate client data records, tracked project status, and ensured timely follow-up on all open items . Identified process improvement opportunities to enhance client experience and operational efficiency