Hocemedin Benghorbel

• Facilitating effective communication and problem resolution between guests and partners for medium to high complexity issues. • Demonstrating a positive impact on every customer interaction and consistently exceeding expectations. • Delivering accurate and complete information utilizing appropriate tools, techniques, and processes. • Prioritizing customer satisfaction and guest experience through all interactions. • Actively contributing to a positive team environment by providing peer support and accepting constructive feedback. • Participating in new projects and initiatives to continuously improve performance and customer service.

• Assisted in the development and execution of inbound and outbound communications, including customer letters and email marketing campaigns. • Created engaging promotional videos, and assisted in the development of in-store programs and campaigns to increase lead generation. • Contributed to the design and development of sales and marketing materials to support the overall marketing strategy. • Utilized knowledge of SEO best practices to ensure website content supports SEO goals, brand standards, web style guidelines, and legal and compliance requirements. • Contributed to the redesign of the National Customs website using WordPress, implementing new features and functionality to improve user experience and engagement. • Trained and supported IT staff in the principles of using WordPress to manage and update website content.

• Developed and executed a comprehensive brand identity redesign, aligning visual elements with the company's overall mission and values. • Led more than 5 workshops on introduction to graphic design, providing knowledge and skills to colleagues and peers. • Raised editorial and visual standards for documentation through the implementation of new designs and layouts, resulting in improved communication and brand consistency. • Created engaging online brand creative pieces, including landing pages, banners, and emails, to increase brand visibility and engagement. • Consistently edited content to adhere to established style guide and organizational standards, ensuring all materials accurately represented the company's brand.

• Delivered high-quality graphic design services to various clients as a freelance designer, including the design and execution of photographs, logos, themes, and more. • Utilized advanced photo manipulation techniques, such as scanning, silhouetting, and light adjustment, to enhance visual impact and improve overall quality of work. • Demonstrated versatility and adaptability by tackling projects across a range of media and seeing them through from concept to launch. • Created visually impactful logos, chart work, and line art, while consistently maintaining brand consistency throughout all work produced. • Consistently executed design layouts and revisions in accordance with client's creative direction and providing pro-active suggestions to improve the level of quality in both thinking and execution.

• Respond to customer inquiries and complaints promptly and efficiently, using both telephone and online communication channels. • Collaborated in the launch of an online support team, using emails and chat, to decrease the volume of calls and maintain customer satisfaction levels above 90%. • Communicate effectively with printer users experiencing difficulties, both electronically and in person, to identify and document problems. • Research and implement solutions by consulting user guides, technical manuals, and other relevant documentation. • Diagnose and resolve technical problems experienced by users by reproducing and analyzing issues. • Provide personalized training and advice to users to address identified difficulties. • Maintain an organized and updated log of problems and solutions for use by other technical support analysts.

• Responded to customer inquiries and complaints over the phone, utilizing effective problem-solving techniques to resolve issues. • Utilized persuasive sales techniques to promote internet service provider offers to potential customers over the phone. • Successfully managed a high volume of incoming calls, maintaining a professional and efficient manner. • Proactively generated sales leads by identifying potential opportunities and taking the necessary steps to convert them. • Established strong and lasting relationships with customers through open and dynamic communication, building trust and fostering loyalty. • Provided accurate, valid, and complete information to customers, utilizing the most appropriate methods and tools. • Consistently exceeded personal and team sales targets, as well as call handling quotas, through effective time management and prioritization.