Ghofrane Hamraoui

Team and Customer Service Supervisor with solid experience in managing teams, handling customer relations, and overseeing daily operations while meeting service quality and productivity KPIs. Highly organized, proactive, and customer-focused, with strong communication skills and the ability to resolve issues, improve service quality, and enhance team productivity in fast-paced environments. Motivated to contribute to a professional and dynamic organization in the GCC region and open to relocate.

Team Supervisor at Oxtek Technopro (2024-03 – Present)

• Handle customer complaints and resolve issues achieving high customer satisfaction
• Monitor productivity and performance of an 8-member team
• Train and onboard new employees to meet operational standards
• Organize work and ensure clear task distribution within a team of 8
• Support the team with call handling during peak periods
• Suggest process improvements to management

Sales Assistant/Indoor Sales Executive at IXIA AVON (2023-02 – 2024-02)

• Welcome and advise customers professionally
• Process documents and customer orders
• Check the products in stock with those on the purchase order
• Prepare invoices and ensure accurate billing
• Ensure accurate payment processing
• Manage gift stocks accurately
• Ensure proper checkbook management
• Classify invoices accurately

Call Center Agent/Customer Service Representative at Armatis (ENGIE Project) (2022-02 – 2022-12)

• Handle inbound and outbound calls professionally for ENGIE customers
• Provide accurate information regarding services, contracts, and billing
• Register complaints and follow up until resolution
• Update customer records using CRM systems
• Ensure customer satisfaction and maintain service quality standards
• Respect call center KPIs (quality, productivity, customer satisfaction)

Entry clerk at LVA Academy (2020-10 – 2022-01)

• Receive and process administrative documents
• Enter documents using the digital tools provided
• Verify information and track changes
• Avoid typing errors and be able to format documents in a clear and readable way
• Generate reports, save completed work to the intended location, and perform backup operations

Secretary at Automotive Expert Office (2019-09 – 2020-09)

• Greet customers and visitors
• Manage phone calls and appointment scheduling
• Schedule appointments
• Write and type letters and reports
• Ensuring the organization of the diary
• Maintain records on management computer application
• Manage customer relationship

Certificate in Communication English Training – Berlitz Language Center (2024-02)

Certificate of Completion in Online Marketing Fundamentals Training – Linkedin LEARNING-Project Management Institute (2022-07 – 2022-07)

Certificate of Completion in Online Marketing Fundamentals Training – Linkedin LEARNING (2022-06)

First Year in Computer Science – Higher Institute of Computer Science and Management of Kairouan (2018 – 2019)