Heechem Ichallamene

02/2023 - Today

• Provided exceptional customer service by assisting customers with product selection, addressing inquiries, and ensuring a positive shopping experience.
• Utilized effective communication skills to build rapport with customers, leading to increased customer loyalty and repeat business.
• Contributed to the development of user-focused documentation, including FAQs and troubleshooting guides, improving support efficiency and user satisfaction.
• Collaborated with senior support team members to escalate and resolve complex user-reported issues in a timely manner.

10/2022 - 12/2022

• Assist members and providers with claims/coverage inquiries
• Went byond expectations after my first week on production

03/2020 - 09/2022

• having the best satisfaction results
• handling training , handling technical and logistical escalations without mistakes and on time
• Increase the slef confidence of the agents by training and knowledge update.

09/2019 - 02/2020

• Increasing the sales on the shop
• handling and resolving all complaints in a timely manner and Nespresso guidlines

05/2018 - 08/2019

• Bringing back customer trust
• Handling all the shipping, customs and inland issues, on time to avoid Detention and Demurrage.
• Releasing over 200 imports per days , and 20 export per week

11/2017 - 04/2018

• In charge of the WCA side, over 100 consignee requests.
• Follow the shipping process and coordinate the inland carriage or more than 500 containers.