Available to hire
Hi, I’m Hassayoun Helmi, a multilingual communications and customer experience professional with a track record of improving support processes and driving cross-functional collaboration across Europe and North America.
I enjoy turning data into actionable improvements, leading Agile sessions, and delivering clear, friendly communication across channels to boost CSAT, UX, and overall customer experience.
Experience Level
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
Arabic
Fluent
French
Fluent
English
Fluent
Work Experience
Sales Executive at Want to Trip
July 20, 2021 - July 20, 2021Streamlined the sales process using Lean Methodology, achieving a 15% efficiency increase. Conceived and executed 2 campaigns with a 35% conversion rate, converting potential users into customers. Led Agile sessions, including Scrum meetings, to streamline workflows and increase project completion rate.
Customer Support Associate at Tech Mahindra
July 20, 2021 - July 20, 2021Analyzed data to improve Google Assistant's French capabilities, increasing user satisfaction by 20%. Devised response accuracy by efficiently labeling textual information while maintaining a 90-second AHT per query. Worked in a multilingual environment, providing support in French and English.
Customer Support Consultant at Support Your App
July 20, 2023 - July 20, 2023Applied customer-centric strategies to deliver support through 4 communication channels. Achieved and sustained a successful KPI by consistently closing 1,000 tickets per month. Improved CSAT and UX by 30% within my first project.
Quality Assurance Lead at Support Your App
September 20, 2024 - September 20, 2024Monitored consultants’ performance, achieving 95% QA scores and a 10% increase in CSAT. Implemented Performance Improvement Plans (PIPs) boosting productivity by 15% and reducing QA issues by 20%. Prepared and presented detailed reports to the client, with actionable insights for quality improvement and customer experience enhancement.
Quality Assurance Lead at Support Your App
December 20, 2024 - December 20, 2024Monitored consultants’ performance, achieving 95% QA scores and a 10% increase in CSAT. Implemented Performance Improvement Plans (PIPs) boosting productivity by 15% and reducing QA issues by 20%. Prepared and presented detailed reports to the client, with actionable insights for quality improvement and customer experience enhancement.
Communications Manager at International Institute of Debate Communications
July 1, 2019 - July 1, 2019Led the institute’s communications and PR strategy, resulting in 5 partnerships with national and international organizations. Conceptualized and executed a sponsorship campaign, surpassing initial requirements by 30%.
First Aid Manager at Tunisia Red Crescent
December 1, 2019 - December 1, 2019Coordinated and led 10 first-aid trainings, achieving a 90% participation rate.
Sales Executive
July 20, 2021 - July 20, 2021Streamlined the sales process using Lean Methodology, achieving a 15% efficiency increase. Conceived and executed 2 campaigns with a 35% conversion rate, converting potential users into customers. Led Agile sessions, including Scrum meetings, to streamline workflows and increase project completion rates.
Customer Support Specialist at Your App
July 20, 2023 - July 20, 2023Applied customer-centric strategies to deliver support through four communication channels. Achieved and sustained a KPI by consistently closing 1,000 tickets per month. Improved CSAT and UX by 30% within the first project.
Customer Support Consultant at Your App
September 20, 2024 - September 20, 2024Applied customer-centric strategies to deliver support through four channels; achieved 95% QA; building KPI; remote support; Leading to 95% QA scores and 10% increase in CSAT.
Quality Assurance Lead at Your App
December 20, 2024 - December 20, 2024Monitored consultants' performance, achieving 95% QA scores and a 10% increase in CSAT. Implemented Performance Improvement Plans (PIPs) boosting productivity by 15% and reducing QA issues by 20%. Prepared and presented detailed reports to clients with actionable insights for quality improvement and customer experience enhancement.
First Aid Trainer at International Institute of Debate, BeKalta
December 20, 2019 - December 20, 2019Coordinated and led 10 first-aid trainings, achieving a 90% participation rate. Planned and conducted 5 awareness sessions on first aid, achieving 95% participant satisfaction.
Education
Master's Degree in Communication & Media at Corvinus University of Budapest
September 20, 2021 - June 20, 2023Bachelor's Degree in Finance at International Multidisciplinary School (EPIS Sousse)
September 20, 2017 - July 20, 2020Master's Degree in Communication & Media at Corvinus University of Budapest
September 20, 2021 - June 20, 2023Bachelor's in Finance at International Multidisciplinary School (EPI-Sousse)
September 20, 2017 - July 20, 2020Qualifications
Scrum Master Certification (Scrum Methodologies)
January 11, 2030 - October 28, 2025LearnQuest Relationship Management
January 11, 2030 - October 28, 2025Rice University Foundations of Project Management
January 11, 2030 - October 28, 2025Google Best Negotiator in University Competition
January 11, 2030 - October 28, 2025Meta
January 11, 2030 - October 28, 2025Scrum Master Certification
January 11, 2030 - October 28, 2025PMP Exam Prep Course
January 11, 2030 - October 28, 2025Industry Experience
Software & Internet, Professional Services, Media & Entertainment, Education, Telecommunications
Experience Level
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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