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Samir AbdouniSA

Samir Abdouni

Customer Service Representative

€125/day
Fès, MA
8-15 years

Average response time: 1 hour

Freelancer profile translated to English.
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About Samir

Customer relationship expert with over 10 years of experience, I support companies in optimizing their Customer Experience (CX) and developing their revenue. My background within global leaders such as Orange, Cdiscount, RED by SFR, and Bell Canada has allowed me to develop a complete mastery of the customer lifecycle: from technical support to closing sales.

Specializing in digital support (Chat, Social Networks, Messaging) and telesales, I combine a results-oriented approach with rigorous customer satisfaction management. Proficient in high-pressure environments, I know how to turn every interaction into a business opportunity while ensuring a high NPS (Net Promoter Score).

Key Skills:

Customer Relationship Management (CRM): Multichannel support, technical assistance, retention.

Sales & Negotiation: Telemarketing, Closing, Upselling, Cross-selling, objection handling.

Operational Management: KPI monitoring, team supervision, stress management in production.

Digital Tools: Instant chat, asynchronous social media management, Meta Business Suite, Canva.

Customer Service, Customer Support, Technical Support, Digital Advisor, Customer Experience (CX), Retention, Complaint Management, Ticketing, CRM, After-Sales Service (After-Sales Service)

Instant chat, Messaging, Social Networks, E-commerce, Marketplace, Remote Assistance, Virtual Assistant, Telework, Remote Work.

Performance indicators, AHT (Average Handling Time), Service Quality (SQ), Conversion Rate, Customer Satisfaction (CSAT), NPS, Productivity.
  • French

    Native or bilingual

  • English

    Conversational

  • Arabic

    Native or bilingual

Remote only
Primarily works remotely

Experience

  • freelance
    Virtual Assistant
    E-COMMERCE
    January 2024 - Today (2 years and 5 months)
    Fès, Morocco
    Versatile Virtual Assistant and expert in technical support, I assist companies in optimizing their operational management. With solid experience in multichannel customer relations (calls, chat, social networks), I put my know-how at the service of your productivity. My approach is flexible, rigorous, and resolutely focused on achieving your results. I master modern digital tools to structure your business, streamline your exchanges, and ensure impeccable customer satisfaction on a daily basis.
  • McDonald's,
    Manager
    HOSPITALITY
    January 2023 - January 2024 (1 year)
    Marrakesh, Morocco
    Team Manager, expert in operational piloting and stress management, I have solid experience in supervising employees in demanding, high-pressure environments. My priority is to ensure optimal quality of service while fostering the continuous skill development and motivation of the teams. Through a rigorous approach to workflow and performance standards management, I optimize work organization to achieve set objectives. My ability to make quick decisions during peak periods allows me to maintain a positive work environment and impeccable customer satisfaction.
  • Webhelp,
    Sales Agent
    TELECOMMUNICATIONS
    January 2019 - January 2023 (4 years)
    Fes, Morocco
    I continued my professional journey with a strategic nine-month assignment for Cdiscount, where I was responsible for social media management and Marketplace service. This experience allowed me to develop in-depth expertise in digital customer relations and resolving complex online issues. Subsequently, I joined the Orange teams as an ACH agent for the remainder of the period. This role consolidated my technical skills and my ability to thrive within large organizations, while maintaining a high level of operational standards and rigorous management of the cases entrusted to me.

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Education

  • Technician's Diploma in International Trade
    Ecoledeformationprofessionnelle"IBEM",Fès
    2022
    Diplôme de Technicien en Commerce International
  • Open Baccalaureate in Arts
    LycéeIbnTofail,Fès
    2021
    Baccalauréat libre en Lettres

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