RANIA AMINI
Barcelona
Summary
Highly skilled customer service representative with over 2 years of experience in customer service and education. Experienced in handling complex customer inquiries, meeting SLAs, and delivering exceptional service in fast-paced environments. Background as an English teacher has enhanced communication and problem-solving abilities, while administrative experience has strengthened organizational skills. Proficient in call management systems and customer care strategies. Eager to bring technical expertise and passion for customer satisfaction to Concentrix, contributing to high performance and client success.
Overview
2
2
years of professional experience
Work History
Administrative Assistant/Coordinator
Masinisa Language Institute
2022.09 - 2023.11
- Provided administrative support, including managing schedules, coordinating meetings, and maintaining accurate records
- Assisted with day-to-day operations of the language institute, including responding to inquiries and handling document management
- Supported students and staff with enrollment processes, resource allocation, and event organization
English Teacher/Tutor
Redouane School
2022.06 - 2022.09
- Delivered engaging English language lessons to students, improving their proficiency through tailored teaching methods
- Assisted in curriculum development and provided support for administrative tasks, including scheduling and student assessments
- Managed classroom environments, fostering effective learning while maintaining clear communication with students and parents
Customer Service Representative
Concentrix
2021.09 - 2022.05
- Handled 100+ inbound customer calls daily, providing excellent customer service across multiple communication channels (phone, email, etc.)
- Logged call details in the call management system and resolved issues within SLA timelines
- Assisted customers with product information, troubleshooting, and escalations, resulting in a 55% improvement in customer satisfaction
- Developed and maintained knowledge of service applications, ensuring up-to-date product expertise for effective problem-solving
- Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions
Education
TESOL certificate -
Arizona University
Zendesk Customer Service Professional Certificate -
Customer Success Foundations Professional Certificate -
ChurnZero
Skills
- Customer Service Expertise
- Problem Solving & Conflict Resolution
- Call Management & SLA Adherence
- Microsoft Office Suite
- Administrative Support & Coordination
- File Organization
- Verbal Communication
- Calendar Management
- Time Management
- Team Collaboration
- Microsoft Excel
- Project Management
Languages
Arabic
French
English
Timeline
Administrative Assistant/Coordinator
Masinisa Language Institute
2022.09 - 2023.11
English Teacher/Tutor
Redouane School
2022.06 - 2022.09
Customer Service Representative
Concentrix
2021.09 - 2022.05
Zendesk Customer Service Professional Certificate -
Customer Success Foundations Professional Certificate -
ChurnZero
TESOL certificate -
Arizona University