Hammar Nacer

Professional with over 15 years of experience in customer service and administrative management, primarily in processing customer requests and resolving complex situations. Solid experience with CRM/ERP tools and the Microsoft Office suite. Recognized for a customer-focused approach, empathy, attention to detail, and the ability to work as part of a team in dynamic and demanding environments.

Senior Specialist B2B Sales Administration and Customer Relations - Ooredoo Telecom

(2024-03 - 2025-04)

• Comprehensive management of corporate client files with a customer-focused, satisfaction-oriented approach.
• Processing, verification, and data entry into CRM/ERP systems with attention to detail and rigor.
• Daily collaboration with billing, logistics, and support teams in a team-based environment to resolve disputes.
• Accounts receivable follow-up, account reconciliation, and financial data control with a results-oriented approach.
• Continuous improvement of service quality and representation of the company's image as a brand ambassador.
• Advanced use of digital tools and internal systems, demonstrating strong digital proficiency.

Senior Specialist Customer Claims Management - Ooredoo Telecom

(2014-10 - 2024-03)

• Handling customer complaints with empathy, active listening, and excellent verbal communication.
• Analysis and resolution of complex situations while adhering to deadlines and procedures, with a strong results orientation.
• Coordination with technical and commercial teams in a collaborative environment to ensure effective resolution.
• Rigorous follow-up of customer files on CRM/ERP with attention to detail and precision.
• Writing reports and reporting, demonstrating strong written and verbal communication skills.
• Rapid adaptation to internal tools and procedures, illustrating a strong ability to learn quickly.
• Active contribution to customer satisfaction and loyalty as a brand ambassador.

Customer Advisor - Ooredoo Telecom

(2009-12 - 2014-10)

• Welcoming customers and providing personalized support with a customer-focused, satisfaction-oriented approach.
• Identifying needs and proposing tailored solutions with a results-oriented attitude.
• Handling requests and resolving issues with empathy and effective communication.
• Updating customer files in digital systems with strong digital proficiency.
• Building customer loyalty and contributing to the company's image as a brand ambassador.
• Continuous skill development through a strong capacity for learning.
• Achieving individual sales targets and actively contributing to the team's collective objectives.
• Monitoring sales and reconciling with defined monthly and quarterly targets; activity reporting.

College Studies Certificate - Office Administration Practices - Collège La Cité, Ottawa (Ontario) (2024 - 2025)

Business Engineering Degree - Chambre Algérienne de Commerce et d'Industrie, Algérie (2011)

Higher Technician Diploma in International Trade - International Trade - Chambre de Commerce et d'Industrie, Algérie (2009)