Mehdi Borhen Lakhoua
Brooklyn,NY
Summary
Driven by a results-focused approach, I excelled at HP Via Concentrix by boosting first contact resolution rates by 23% through effective problem-solving and customer service. My background in retail and technical support, combined with fluency in French, showcases my ability to enhance customer engagement and satisfaction across diverse industries.
Overview
9
9
years of professional experience
Work History
Retail Sales Associate
The Kooples
03.2023 - Current
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Fulfilled the role of supervisor and some managerial tasks during management changes as well as management PTO.
- Was promoted to supervisor after 18 months with the company, supervising our two full time employees as well as both men's and women's pads
Technical Support Engineer
HP Via Concentrix
01.2021 - 09.2022
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring resolution of software and hardware concerns within 24 hours (when possible) and boosting first contact resolution rates up 23%.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively, driving customer satisfaction scores up by 74% to 90% in my team unit .
Retail Sales Associate
H&M Retail
01.2019 - 10.2020
- Closed 250K in sales through negotiations & delivering customized solutions, driving a 12% growth in revenue.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies, receiving 100+ possitive customer feedback on email isuued surveys.
Sailing Coach
Nautical Club of Sidi Bou Said
04.2016 - 09.2019
- Optimized training schedules for maximum skill acquisition without compromising recovery time or academic commitments for a team of 13 young adults and teenage athletes .
- Increased athlete retention rates approximatly 20% by fostering a positive learning environment that encouraged personal development.
- Mentored junior coaches, imparting valuable knowledge and experience to support their professional growth in the field of sailing coaching.
Education
High School Diploma -
Lycee Gustave Flaubert
Tunisia06.2019
Skills
- Customer Service
- Problem-Solving
- Teamwork and Collaboration
- Language Fluency : - French: very fluent
-Arabic: fluent depending on dialect
- Cash Handling
- Customer Engagement
- Clienteling
- Reliability and punctuality
- Store Opening and Closing
- Flexible Schedule
- Product Knowledge
Accomplishments
- Achieved overall best seller in the whole east coast fleet through effectively helping with clienteling and open communication with clients.
- Supervised team of 2 staff members.
- Achieved first contact sales by completing Visual Standards with accuracy and efficiency leading to great engagement with product.
Languages
Arabic
Professional Working
French
Native or Bilingual
Timeline
Retail Sales Associate
The Kooples
03.2023 - Current
Technical Support Engineer
HP Via Concentrix
01.2021 - 09.2022
Retail Sales Associate
H&M Retail
01.2019 - 10.2020
Sailing Coach
Nautical Club of Sidi Bou Said
04.2016 - 09.2019
High School Diploma -
Lycee Gustave Flaubert
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