Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Yasmin Seghier

Dallas,Texas

Summary

Experienced in delivering industry-leading service and support to maximize customer satisfaction. Adaptable and responsive team player dedicated to retaining customers, boosting revenue, and resolving conflicts. Diverse skill set and deep understanding of the Health, Banking, and Electrical Vehicles Industries to provide exceptional value.

Overview

9
9
years of professional experience

Work History

Technical Customer Support Coordinator

AGERO
07.2023 - 08.2024
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Provided assistance with technical issues customers are encountering with charging stations
  • Collaborated with management and supervisors to communicate and escalate issues to the proper area of customer support when necessary.
  • Maintained detailed records of client interactions, ensuring accurate documentation for future reference.

Senior agent affiliated with CapitalOne

IQOR
10.2022 - 06.2023
  • Handled customer inquiries about accounts in good standing or in collections on the phone
  • Offered support and solutions to customers in accordance with company's policies.
  • Offered payment solutions, and negotiated plans for collection accounts to bring them current
  • Collaborated with management to stay updated on new products and policies, and work on continuous development
  • Maintained detailed records of all transactions using CRM software ( Empath ), ensuring an organized workflow within the agency.
  • Increased client satisfaction by providing exceptional customer service and timely resolution of issues.

Customer service agent/ Customer service floor management

InternationalSOS Algeria
08.2015 - 03.2021
  • Started as a customer service representative with no management responsibilities and transitioned to a customer service manager position with an important client (British Petroleum) that included firsthand leadership experience
  • Prepared and manage the execution of customer service plans by assessing needs and goals, planning operations and reviews KPIs and performance
  • Monitored the execution and performance for the customer service teams and the marketing teams to reach the KPIs
  • Ensured compliance with InternationalSOS policies and procedures, and the local health ministry requirements as well as quality control feedback
  • Ensured patient confidentiality in all matters, as well as the company and the client confidentiality.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

Education

High School Diploma -

Raid Ferradj High School
Oran, Algeria

Skills

    CRM Software

    Complaint Handling

    Team Collaboration

    Customer Service

    Problem-solving abilities

    Active Listening

    Critical Thinking

    Technical Troubleshooting

    Remote Support

    Ticketing System

    Clear Communication

Languages

English
Native or Bilingual
French
Native or Bilingual
Arabic
Native or Bilingual

Timeline

Technical Customer Support Coordinator

AGERO
07.2023 - 08.2024

Senior agent affiliated with CapitalOne

IQOR
10.2022 - 06.2023

Customer service agent/ Customer service floor management

InternationalSOS Algeria
08.2015 - 03.2021

High School Diploma -

Raid Ferradj High School

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Yasmin Seghier