abderraouf hadj kaci

Customer Service Quality Assurance Specialist

GovAssist

Apr 2025 - Current (1 year 3 months)

Evaluate agents' work while providing clear, constructive, fair, and concise feedback. Conduct coaching sessions to review specific graded tickets, discuss overall QA scores, and share performance tips and improvement strategies. Facilitate group Q&A sessions with QA Specialists to address questions, clarify standards, and reinforce best practices. Audit and report process discrepancies, system bugs, mistakes, and training inconsistencies to ensure timely fixes and prevent recurring issues.

R

Application Support Specialist

RamyFood

Sep 2023 - Feb 2024 (6 months)

Resolved software and application issues, minimizing downtime. Collaborated with development teams to report bugs and implement fixes. Conducted training sessions to educate users on new features and updates.

Customer Service Representative

GovAssist

Jan 2023 - Apr 2025 (2 years 4 months)

Delivered high-quality customer support via calls, emails, and live chat using Zendesk. Assisted customers through the U.S. Non-Immigrant VISA, ESTA, and Canada eTA application process. Ensured smooth and efficient application completion through step-by-step guidance. Maintained a QA score of 94%+, consistently meeting company standards.

QA Tester (Freelancer)

uTest

Jul 2022 - Jul 2023 (1 year 1 month)

Conducted functional, regression, and payment testing for multiple software projects. Reported and documented bugs, achieving a gold rank on the platform. Achieved Gold Rank for excellence in quality assurance testing.

C

Inventory Management Specialist

Cima Motors

Jul 2018 - Sep 2023 (5 years 3 months)

Managed inventory across 10+ branches, ensuring 98% stock accuracy. Coordinated vehicle dispatch and transfers, reducing logistics errors by 20%. Provided daily reports to management, optimizing stock levels and supply chain efficiency.

C

Customer Support Agent

Cima Motors

Mar 2017 - Jul 2018 (1 year 5 months)

Handled customer complaints efficiently, improving satisfaction rates. Scheduled appointments and conducted recall campaigns. Ensured timely follow-ups, enhancing customer retention and satisfaction.

abderraouf hadj kaci

About

Detail

Timeline

Résumé