Highlights:One of my career highlights was when I was selected to lead a team of technical support representatives for a multinational company. In this role, I utilized my strong leadership and supervisory skills to effectively manage a team of 15 individuals. I implemented a streamlined communication system that improved efficiency and reduced response times for customer inquiries. Additionally, I demonstrated my robust analytical and problem-solving capabilities by identifying recurring technical issues and implementing solutions to prevent future occurrences. I effectively communicated these technical issues to both technical and non-technical individuals, ensuring that everyone was on the same page and able to understand the problem and its resolution. Furthermore, my comprehensive understanding of computer hardware and software systems allowed me to troubleshoot complex technical problems and provide accurate and timely resolutions to customers. I was able to quickly learn and adapt to new technologies, which was evident in my diverse roles within the BPO industry that all began from scratch. Overall, this career highlight showcased my proficiency in multiple languages, excellent communication skills, and ability to prioritize tasks and delegate when necessary. It also highlighted my strong attention to detail and empathetic approach to customer service.

Skills:German, French, Arabic, Advisor, Backoffice, Online marketing, Online support, Tour guide, Translation, Customer service, Guest Representative, Customer Support, Customer Relation, Lecture, Online Technical Support, Training, IT SD Analyst, IT Help Desk, Translation, Content Moderation

Goal:Career Goal: To leverage my extensive experience in project-based organization roles and my exceptional organizational skills to secure a challenging position in a dynamic organization where I can utilize my polyglot abilities and technical expertise to excel in content moderation, customer service, IT or Tourism and contribute to the success of the company.

Membership:Association Régionale Guides De Tourisme Casablanca-Settat (as licenced City & Circuit Tour Guide)

Certification:ZMP „Zeugnis Zentrale Mittelstufenprüfung“ von Goethe-Institut C1 Level Certification in German/ Nr. D 020904/ 11.08.1992

Honor:Social Translator Stadt Kassel Jan 1992 - Jul 1994 Civil Rights and Social Action Arabic-/ French-/ German-speaking social honorary Translator; accompanying refugees to Lawyers, Doctors & Hospitals, marriage & social Offices, criminal & foreigner's Police force

German Speaking Senior Specialist Client Technical Support 03/2017 - 01/2018
Dell EMC, Casablanca, Wilaya du Grand Casablanca Morocco
Industry: New Technologies
• Provides first Level Technical Support on Dell supplied products and/or peripherals • Identifies and resolves issues affecting customer client systems • Monitors and tracks issues to ensure accurate resolution. • Uses troubleshooting techniques and tools to identify technical defects/issues • Assumes a proactive role in technical support call avoidance by identifying known problems and documenting resolutions
After several experiences as German-speaking Customer Service, Care & Support since 2004 in small call centres only in low season, I could further participating in the launch of important German-speaking projects in Casablanca like here.--
English/ German speaking IT Service Desk Analyst 08/2016 - 01/2017
SITEL, Casablanca, Wilaya du Grand Casablanca Morocco
Industry: Offshorring
- Ensure formal procedures are followed to provide technical support and provide a single point of contact and ownership for problems and service requests from internal and external customers; - Provide initial assessment of all Incidents, make first attempt at incident resolution and/or refer to 2nd line support, based on agreed service levels; - Monitor and escalate all Incidents according to agreed service levels, maintaining complete & updated Incident tickets - Ensure that 3rd party technology providers are managed effectively - Offer solutions to Users that encounter issues
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Moroccan-German Services 10/1994 - current
in Freelance, , Morocco
Industry: Consulting & Travel
• French/ German speaking Tour Guide (since 1998 / GVCT 2541) • North-African/ French/ German speaking Translator and Accompanist (since 1992 / Germany) • Moroccan-German Product and partner research Consulting (since 2001) • Event Management (since 1995)
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EUROPA-KOLLEG KASSEL 10/1990 - 07/1992
Kassel, Hessen, Germany
Degree: Associate's Degree
Major:German
„Diplom des Europa-Kollegs (O)“ College Associate Degree LLCE or LEA in German as highest Diploma in such institute. Description: http://www.europa-kolleg.de/english/programm/5-niveaustufen.html

Foreign Language IT Foreign Language, IT, Social Media