Youcef Kouidri Filali

YOUCEF KOUIDRI FILALI Multilingual Customer Service Specialist - |-| Doha, Qatar PROFESSIONAL SUMMARY Multilingual Customer Service Specialist (Arabic/English/French) with 5+ years in call centers. Expert in CRM systems (Salesforce, Zendesk), conflict resolution, and exceeding sales targets by 110%. Proven ability to reduce call time by 15% while maintaining 95%+ satisfaction rates. Adept at training teams and driving retention strategies. PROFESSIONAL EXPERIENCE Customer Service Specialist Ooredoo - Algiers, Algeria. Jan 2022 – Mar 2025 Resolved 50+ customer inquiries daily with 95% satisfaction rate, leveraging CRM tools to track and escalate issues. Boosted upsell revenue by 20% by mastering 100% of product knowledge and recommending tailored solutions. Maintained 100% data accuracy by entering 1,000+ customer records into Salesforce. Trained 2 new hires, cutting onboarding time by 30% through streamlined protocols. Customer Service Representative Djezzy - Ain Defla, Algeria. Sep 2019 – Jan 2022 Exceeded sales targets by 110% by identifying needs and promoting value-added services. Resolved 90% of complaints on first contact, improving retention and reducing follow-ups. Collaborated with teams to reduce call handling time by 15% via updated service protocols. Recognized for top-tier problem-solving in handling complex escalations. Intern Djezzy - Ain Defla, Algeria. Jun 2019 – Sep 2019 Automated call-routing system for 30+ daily inquiries, improving department efficiency by 12%. Cut office supply costs by 10% through vendor negotiations and inventory audits. Supported event planning (venue booking, catering) for 50+ attendees. Provided administrative support to the office manager, including scheduling appointments, managing correspondence, and organizing files. Maintained confidentiality of sensitive information and ensured compliance with company policies. CORE SKILLS Technical: CRM software (Salesforce, Zendesk), Data entry & management, Video conferencing platforms, Microsoft Office Suite (Excel, Outlook, PowerPoint), Data Analysis Customer Service: Conflict Resolution, Active Listening, Upselling, Retention Strategies Languages: Arabic (Native), English (Fluent), French (Fluent), Spanish (Beginner) Soft Skills: Time Management, Team Leadership, Adaptability, Attention to Detail EDUCATION License Of Civil Engineering Sep 2017 – Jun 2020 Khemis Miliana University relevant coursework: Problem-Solving, Data Analysis, Technical Aptitude High School Baccalaureat Sep 2013 – Jun 2017 Emir AEK High school, Khemis Miliana CERTIFICATIONS Salesforce CRM Training | Jul 2019 ADDITIONAL INFORMATION Available for shifts (weekends/holidays).