Omar Alami

• Provide exceptional customer support and technical assistance to customers using the SAAS platform via phone, email, and chat. • Resolve customer inquiries, troubleshoot technical issues, and provide guidance on product functionality and features. • Utilize ticketing and CRM systems to document and track customer interactions, ensuring accurate and timely follow-up. • Collaborate with cross-functional teams, including product development and engineering, to escalate and resolve complex customer issues. • Maintain a deep understanding of the SAAS product, its features, and integrations to deliver effective support and assist customers with various use cases. • Assist in user onboarding, including account setup, product training, and best practices. • Identify and document recurring customer issues or product improvements to contribute to knowledge base articles and product development discussions. • Stay updated on new features, product updates, and industry trends to provide proactive and up-to-date assistance to customers. • Contribute to creating and updating support documentation, FAQs, and self-help resources to enhance customer self-service capabilities.

• Develop and execute comprehensive test plans, test cases, and test scripts for digital applications, websites, and software products. • Conduct functional, usability, performance, and compatibility testing to ensure high-quality user experiences across various platforms and devices. • Identify and document software defects, issues, and potential areas of improvement in defect tracking systems. • Collaborate closely with cross-functional teams, including developers, designers, and product managers, to drive quality assurance efforts throughout the software development life cycle. • Perform thorough regression testing to verify bug fixes and software enhancements. • Continuously monitor and evaluate digital products and applications to ensure they meet industry standards, compliance requirements, and user expectations. • Stay updated on the latest trends, tools, and best practices in quality assurance and testing methodologies. • Drive process improvement initiatives to enhance the efficiency and effectiveness of quality assurance practices. • Provide clear and concise reports and documentation on test results, findings, and recommendations.

• Conduct quality monitoring and evaluation of inbound and outbound calls to ensure adherence to company standards, policies, and procedures. • Evaluate customer interactions for accuracy, completeness, professionalism, and compliance with regulatory requirements. • Utilize predefined quality metrics and scoring criteria to assess the performance of call center representatives. • Identify areas of improvement and provide actionable feedback to agents to enhance their communication skills, product knowledge, and customer service delivery. • Analyze call trends and performance data to identify training needs and recommend targeted coaching and development programs. • Collaborate with call center management to develop and implement quality improvement initiatives and strategies. • Participate in calibration sessions and provide input to maintain consistency and alignment in quality assessments across the team. • Generate and analyze quality reports to track performance trends, identify patterns, and present actionable insights to stakeholders. • Stay updated on industry best practices and emerging trends in call center quality assurance to drive continuous improvement efforts.

Customer service agent for La Poste Mobile (including Billing, Retention and Technical Support). • Answer incoming customer calls promptly and professionally, addressing inquiries, resolving issues, and providing exceptional customer service. • Listen attentively to customer needs and concerns, demonstrating empathy and patience throughout the interaction. • Provide accurate and detailed information about products, services, policies, and procedures to assist customers effectively. • Enter and update customer information accurately in the company's CRM system or database. • Escalate complex or escalated issues to appropriate teams or supervisors for further resolution. • Collaborate with cross-functional teams, such as technical support or sales, to ensure timely and satisfactory resolution of customer issues. • Maintain a comprehensive understanding of the company's products, services, and promotions to effectively address customer inquiries and provide appropriate recommendations. • Follow company guidelines and procedures for call handling, call resolution, and customer interaction to maintain service quality and consistency. • Meet or exceed individual and team performance targets, including call quality, customer satisfaction, and productivity metrics. • Continuously develop product knowledge, customer service skills, and call handling techniques through ongoing training and self-study.

Back office agent for Engie (including Acquisition Contracts Analysis and submission). • Conduct thorough analysis and review of lease agreements, contracts, and related documents to ensure compliance with company policies, legal requirements, and industry standards. • Collaborate with internal teams, including legal, finance, and real estate, to support lease acquisition and negotiation processes. • Verify and validate lease terms, financial obligations, and critical data to ensure accuracy and completeness. • Maintain accurate and up-to-date lease information in the company's database or document management system. • Assist in lease abstraction, extracting relevant data points and key terms from lease documents for record-keeping and reporting purposes. • Perform financial analysis, including rent calculations, lease escalations, and lease-related expenses, to support budgeting and forecasting activities. • Coordinate with external stakeholders, such as landlords, brokers, and legal counsel, to facilitate lease transactions and resolve any related issues. • Assist in the due diligence process for lease acquisitions, including property research, market analysis, and financial modeling. • Prepare reports, summaries, and presentations related to lease analysis, acquisitions, and portfolio management for internal stakeholders.

Technical assistance On Site (3 factories). • Assist the IT team in providing technical support and troubleshooting for hardware, software, and network-related issues. • Learn and gain hands-on experience with computer systems, servers, and peripheral devices. • Shadow and support senior IT specialists in tasks related to system administration, network maintenance, and IT infrastructure management. • Collaborate with team members to assist in the installation, configuration, and maintenance of software applications and systems. • Participate in monitoring and responding to system alerts and incidents to ensure smooth operation and minimal downtime. • Learn and apply basic IT security practices to ensure data protection and privacy. • Contribute to the documentation of technical processes, procedures, and knowledge base articles. • Assist in testing and evaluating emerging technologies and software tools to recommend improvements and enhancements to existing IT systems. • Participate in training and professional development opportunities to enhance technical skills and knowledge in the IT field. • Collaborate with cross-functional teams to support IT projects and initiatives as assigned.

Technical assistance On Site. • Assist the IT team in providing technical support to faculty, staff, and students regarding hardware, software, and network-related issues. • Learn and gain hands-on experience with computer systems, classroom technology, and audio-visual equipment commonly used in educational settings. • Collaborate with IT staff to troubleshoot and resolve technical problems, ensuring minimal disruption to daily operations. • Assist in the installation, configuration, and maintenance of hardware and software applications in classrooms, computer labs, and administrative offices. • Support the setup and troubleshooting of audio-visual equipment for school events, presentations, and meetings. • Assist in managing user accounts, permissions, and access rights to ensure data security and privacy. • Participate in the maintenance and inventory management of IT assets, including computers, laptops, tablets, and peripherals. • Learn and apply basic IT security practices to safeguard school data and systems. • Contribute to the documentation of technical processes, procedures, and troubleshooting guides. • Collaborate with the IT team to support and contribute to IT projects and initiatives specific to the needs of a private school environment.

Technical assistance On Site. • Assist the IT team in providing technical support to faculty, staff, and students for hardware, software, and network-related issues. • Learn and gain hands-on experience with various computer systems, software applications, and educational technology tools commonly used in a university environment. • Collaborate with IT staff to troubleshoot and resolve technical problems, ensuring minimal disruption to academic and administrative operations. • Assist in the setup, configuration, and maintenance of computer workstations, printers, servers, and network equipment. • Support the installation and troubleshooting of software applications and educational platforms used by faculty and students. • Participate in the maintenance and inventory management of IT assets, including computers, laptops, audio-visual equipment, and peripherals. • Learn and apply best practices in IT security to protect sensitive university data and systems. • Contribute to the documentation of technical processes, procedures, and user guides. • Collaborate with the IT team to support and contribute to IT projects and initiatives specific to the needs of a private university environment.