Hamza's CV
Hamza MONAFAR
Application & Functional Support Specialist | Phone, Email & Live Chat | Arabic · French · English
Profile summary
Reliable Customer Support Specialist with 2 years of experience across 3 organizations. Competent in ticket triage, escalation management, and multi-channel customer service in Arabic, French, and English. Committed to maintaining operational clarity and resolving user requests efficiently.
Career highlights
Customer Support Operations: Coordinates support operations across multiple tiers while overseeing ticket triage and managing cross-functional alignment between business, commercial, and technical stakeholders on escalations.
Inbound Inquiry Management: Served as the primary point of contact for customer inquiries regarding energy audit appointments, managing communications across phone and email channels while maintaining case documentation.
Complaint Handling and Returns: Resolved customer complaints and returns immediately by providing clear alternatives including exchanges, refunds, and substitute products on the retail floor.
Multilingual Communication: Applies native Arabic alongside fluent French and English capabilities to support daily communications, customer interactions, and case documentation across multiple operational environments.
Key skills
Professional experience
Coordinates support operations across Tier 1 and Tier 2 queues, overseeing ticket triage in Jira and Monday Service while managing cross-functional alignment between business, commercial, and technical stakeholders on escalations.
- Resolves customer and user requests at Tier 1 and Tier 2 within deadline by triaging tickets in Jira and Monday Service and prioritising by urgency.
- Reduces repeat customer issues by documenting root causes with the development team and giving commercial teams clear answers to share with customers.
- Prevents defects from reaching customers by designing and running functional and regression tests on web and mobile applications before every release.
- Keeps business, commercial and technical stakeholders aligned by owning follow-up on every escalation until it is resolved.
Handled customer inquiries regarding energy audit appointments, managing communications across phone and email channels while maintaining case documentation.
- Scheduled audit appointments and managed proactive follow-ups with customers and stakeholders to minimize missed visits.
- Recorded all customer interactions and case statuses in Monday Service to enable seamless handovers between colleagues without requiring customers to repeat information.
Directed the sports department, overseeing inventory availability and floor operations while managing daily stock replenishment routines and training incoming staff members on internal software systems and service standards.
- Resolved customer complaints and returns immediately by providing clear alternatives including exchanges, refunds, and substitute products.
- Advised shoppers on product selection through direct needs assessment to ensure a positive experience on the retail floor.
Managed administrative HR systems workflows, overseeing employee data integrity and internal database updates. Provided operational support for applicant tracking tools during recruitment cycles.
- Maintained confidential personnel files and updated HR databases.
- Supported recruitment candidate tracking operations.
Education
Strategic Human Resources Management
Economics & Management
Certifications
Languages
Arabic · Native
French · Fluent
English · Professional