Helmi Saidani

Technical Support and Product Operations Specialist with 5+ years' experience across telecommunications, SaaS, and digital platforms. Skilled in IT troubleshooting, QA testing, and content moderation. Adept at leveraging tools like Jira and Salesforce to optimize workflows, enhance product quality, and ensure high service standards.

Product Specialist at TELUS Digital (2024-01 – 2025-09)

Product specialist responsible for QA testing, operations support, and product development.

• Managed QA testing of pre-release features, ensuring functionality and reliability.
• Supported operations and product teams using Jira and Salesforce for issue tracking.
• Enhanced workflow efficiency by developing reporting and feedback mechanisms.
• Collaborated with cross-functional teams to refine product offerings and address client needs.
• Conducted user testing to gather feedback, driving iterative improvements in product design.
• Trained and provided coaching to junior and tenured team members.
• Researched product's technical specifications and accurately communicated information.
• Delivered technical and service support to enterprise clients.
• Maintained 95%+ customer satisfaction through effective problem resolution.
• Utilized CRM systems to track, report, and resolve customer issues.
• Managed product launches, ensuring alignment with marketing strategies and operational readiness.

Customer Service Specialist at TELUS Digital (2022-03 – 2024-01)

Customer service specialist providing technical and service support to enterprise clients.

• Delivered technical and service support to enterprise clients.
• Maintained 95%+ customer satisfaction through effective problem resolution.
• Utilized CRM systems to track, report, and resolve customer issues.

CARE Specialist at Cimpress (2018-11 – 2019-03)

CARE specialist handling customer support and issue resolution.

• Resolved customer issues and inquiries primarily through the email channel, ensuring timely and effective communication.
• Coordinated workspace activities, scheduling reminders, appointments, and task monitoring for customer followup.
• Maintained a keen awareness of customer needs to prevent potential financial losses, enhancing overall customer satisfaction.
• Assisted in the development of cost-effective printing solutions for clients, contributing to business growth and profitability.
• Provided service, addressing inquiries related to printing specifications or requirements promptly and accurately.
• Provided exceptional customer support for an international brokerage company, ensuring client satisfaction.
• Assisted with rental and travel advisory services, addressing inquiries and resolving issues promptly.
• Managed refund processes and settled disputes, fostering trust and encouraging customer retention on our platform.

Technical Support Specialist at DirectLines (2017-12 – 2018-06)

Technical support specialist for telecommunications network services.

• Provided Tier 1 technical support for Bouygues Telecom optic fiber network.
• Managed inbound technician calls, ensuring accurate data tracking.
• Maintained network service logs and contributed to weekly performance reports.
• Documented installation processes and created detailed reports for project management oversight.

IT Service Desk - Internship at Ministry of Health (2017-06 – 2017-10)

IT service desk internship providing technical support and system maintenance.

• Delivered IT support and system maintenance for regional hospital staff.
• Sorted and organized files, spreadsheets, and reports.
• Handled installation, troubleshooting, and escalation of IT issues.
• Improved incident response efficiency through system monitoring and reporting.

Vocational Certificate in Culinary Arts – Vagatop (2021)

Post-Baccalaureate Diploma in Computer Science – Infoplus (2016)

High School Diploma in Economics – Lycée El Bhira (2014)