Imane Tiouli
Suisun,CA
Summary
Experienced Global Experience Operations Analyst with over a decade of expertise in enhancing service operations and resolving complex issues. Fluent in English, Arabic, and French. Proven track record in troubleshooting, delivering impactful training, and developing strategies to boost satisfaction and retention. Recognized as a go-to resource for sophisticated client queries due to deep product knowledge. Demonstrated agility with new software and a commitment to exceeding performance benchmarks through efficient process improvement and effective communication.
Overview
2025
2025
years of professional experience
Work History
Visa Specialist
General Consulate of France
- Conducted thorough research and data entry for visa filings, strictly following consulate protocols
- Interviewed candidates to evaluate eligibility, verified documentation, and ensured smooth application processing
- Provided clear explanations of procedures, responded to inquiries, and maintained confidentiality of sensitive information
- Simplified visa application procedures, reducing processing time without compromising accuracy or compliance
Administrative Assistant
Wadi Alareej
- Managed administrative functions to support senior management and ensure efficient office operations
- Coordinated logistics and clerical support for international events, facilitating successful engagements
- Implemented filing systems for quick document retrieval, processed confidential correspondence accurately, and assisted with scheduling to optimize executives' time
- Coordinated schedules, prepared essential documents, and facilitated interdepartmental communication, ensuring efficient workflow
- Leveraged event management skills to support the organization and coordination of international fairs and meetings for senior management
Customer Relations Executive
Executive Car Network
- Gathered order details and calculated service costs while managing comprehensive records of customer interactions and resolutions
- Developed strategies to enhance customer retention and satisfaction, processing inquiries and issues promptly
- Modernized data collection processes to improve service efficiency
- Resolved customer complaints and implemented retention strategies, leading to improved satisfaction and a more loyal customer base
Global Experience Operations Analyst
Abbott Laboratories
04.2024 - Current
- Deliver Tier 3 escalation support to global teams for a range of products including software, mobile applications, sensors, and readers
- Assist global agents with troubleshooting, maintain high regional satisfaction, and address recurring problems
- Act as a Subject Matter Expert for assigned technologies, work closely with Research and Experimental Development and Product Quality Engineering teams, and develop knowledge articles for customer service agents
- Elevate customer support by providing Tier 3 escalation support to global teams, ensuring timely resolution
- Cultivate strong regional relationships by consistently delivering fast and accurate responses to inquiries and complaints
- Proactively identify and address recurring problems with products and troubleshooting steps, enhancing overall user experience
- Serve as a trusted resource by assisting regional teams with product knowledge, technical support, and training initiatives
Technical Support Specialist
Abbott Laboratories
09.2020 - 04.2024
- Supported the LibreView software by managing technical issues and enhancing customer experiences
- Conducted software installations, resolved complex technical problems, offered advanced support, and ensured high levels of customer satisfaction through effective follow-ups and training sessions
- Facilitated smooth software installations and resolved technical issues on customer workstations
- Provided advanced Tier 3 technical support to regional teams, resolving complex issues and improving user experience
- Delivered training sessions and product demonstrations to optimize customer workflows, while maintaining high satisfaction through regular follow-ups
LibreView Specialist
Apex Systems
04.2020 - 09.2020
- Installed and troubleshooted software on workstations for seamless implementation
- Provided advanced technical support (Tier 2/3) to regional teams, resolving complex software issues
- Delivered product demonstrations and training sessions, optimizing customer workflows
- Maintained high customer satisfaction through proactive follow-up, monitoring usage, and re-engaging lapsed customers
- Led LibreView adoption with successful installation, troubleshooting, and implementation while providing advanced Tier 2/3 support
Customer Operations Analyst
iTradeNetwork Inc.
09.2016 - 08.2019
- Responded to customer inquiries, providing essential information and conducting follow-up satisfaction surveys
- Researched and addressed customer issues with thorough troubleshooting, maintaining a detailed log of actions taken
- Escalated complex problems promptly to ensure swift resolution
- Spearheaded customer training on software features and workflows to enhance user experience
- Optimized customer service delivery by designing and executing strategic initiatives, resulting in faster resolution times and higher customer satisfaction
Technical Support Representative
Intelliswift Software, Inc.
02.2016 - 09.2016
- Fixed client technical issues by identifying problems, researching solutions, and guiding clients through corrective steps
- Recorded all customer interactions meticulously for future reference and quality assurance
- Collaborated with team members to restructure system requirements and support processes
- Completed client assistance tasks promptly, fostering client satisfaction and supporting operational efficiency during the aid mission
- Proactively updated information systems and software support documentation, reorganizing knowledge management processes
Education
Bachelor of Science - Business Administration
Hassan II University
CasablancaCertificate in Management -
Solano Community College
Fairfield, CASkills
- Data entry and information management
- Customer satisfaction and retention strategies
- Customer service and support
- Digital Health Tools Specialist
- Administrative and office management
- Communication and documentation
- Problem-solving and troubleshooting
- Process improvement and efficiency optimization
- Training delivery and development
- Software proficiency and technical support
- Multilingual: English, Arabic, and French
Timeline
Global Experience Operations Analyst
Abbott Laboratories
04.2024 - Current
Technical Support Specialist
Abbott Laboratories
09.2020 - 04.2024
LibreView Specialist
Apex Systems
04.2020 - 09.2020
Customer Operations Analyst
iTradeNetwork Inc.
09.2016 - 08.2019
Technical Support Representative
Intelliswift Software, Inc.
02.2016 - 09.2016
Bachelor of Science - Business Administration
Hassan II University
Certificate in Management -
Solano Community College
Visa Specialist
General Consulate of France
Administrative Assistant
Wadi Alareej
Customer Relations Executive
Executive Car Network