OUNES Sarah

Key Qualifications and Responsibilities

• Supervised a team of 5 + customer service rep
• Managed complex customer issues effectively and implement the best possible solutions
• Resolved escalated customer complaints while prioritizing customer satisfaction and loyalty.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly
• Sales analysis

Key Achievements

• Implementation of VOC to analyze customer satisfaction
• 0 Paper : Digitalization of the quotes/orders/invoicing process

• Supervised junior team members, contributing to their professional development and overall team success.
• Processed quotes/orders/invoices through SAGE CRM effectively following the company policy and provided updates to customers.
• Stand surety of national importation/exportation rules of regulated products
• Registered and escalated claims properly when standard processes were not effective

• Managed customers inquiries through phone and emails, averaging 150 + interactions/day
• Instruction of regulated automotive claims following General contract conditions and law regulation
• Consistently maintained 90% + quality instruction control based on internal company rules