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I am a results-driven escalation and Tier2 support leader with 10+ years of global experience across high-stakes technical support, media, and client relations. I excel at leading resolution efforts for critical client issues, coaching teams, and protecting key accounts in fast-paced tech environments, including large-scale projects for Microsoft. Fluent in French and Arabic, I bring strong strategic communication, multilingual collaboration, and advanced problem-solving to improve customer satisfaction, retention, and revenue. I am seeking a management role to apply my analytical mindset, mentoring abilities, and cross-cultural communication skills to drive team performance and client success.…I am a results-driven escalation and Tier2 support leader with 10+ years of global experience across high-stakes technical support, media, and client relations. I excel at leading resolution efforts for critical client issues, coaching teams, and protecting key accounts in fast-paced tech environments, including large-scale projects for Microsoft. Fluent in French and Arabic, I bring strong strategic communication, multilingual collaboration, and advanced problem-solving to improve customer satisfaction, retention, and revenue. I am seeking a management role to apply my analytical mindset, mentoring abilities, and cross-cultural communication skills to drive team performance and client success.

Ameni Ben Belgacem

Writer, Creative Producer, Project Manager, +4

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I am a results-driven escalation and Tier2 support leader with 10+ years of global experience across high-stakes technical support, media, and client relations. I excel at leading resolution efforts for critical client issues, coaching teams, and protecting key accounts in fast-paced tech environments, including large-scale projects for Microsoft. Fluent in French and Arabic, I bring strong strategic communication, multilingual collaboration, and advanced problem-solving to improve customer satisfaction, retention, and revenue. I am seeking a management role to apply my analytical mindset, mentoring abilities, and cross-cultural communication skills to drive team performance and client success.…I am a results-driven escalation and Tier2 support leader with 10+ years of global experience across high-stakes technical support, media, and client relations. I excel at leading resolution efforts for critical client issues, coaching teams, and protecting key accounts in fast-paced tech environments, including large-scale projects for Microsoft. Fluent in French and Arabic, I bring strong strategic communication, multilingual collaboration, and advanced problem-solving to improve customer satisfaction, retention, and revenue. I am seeking a management role to apply my analytical mindset, mentoring abilities, and cross-cultural communication skills to drive team performance and client success.

Available to hire

I am a results-driven escalation and Tier2 support leader with 10+ years of global experience across high-stakes technical support, media, and client relations. I excel at leading resolution efforts for critical client issues, coaching teams, and protecting key accounts in fast-paced tech environments, including large-scale projects for Microsoft.

Fluent in French and Arabic, I bring strong strategic communication, multilingual collaboration, and advanced problem-solving to improve customer satisfaction, retention, and revenue. I am seeking a management role to apply my analytical mindset, mentoring abilities, and cross-cultural communication skills to drive team performance and client success.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Language

Arabic

Fluent

French

Fluent

English

Fluent

Greek, Modern

Beginner

Italian

Beginner

Work Experience

Team Manager, Escalation & Tier2 Support at Teleperformance Greece (Microsoft Project)

January 1, 2025 - October 26, 2025

Spearheaded the Tier2 support team, serving as the Subject Matter Expert and primary coaching resource for the most complex customer problems. Protected key account revenue by managing and resolving critical customer escalations, acting as a crucial client retention specialist. Drove service improvement by acting as the main liaison between frontline support and engineering/product teams, utilizing tools like Excel and PowerPoint for comprehensive reporting and training development. Managed high-pressure client communication and collaboration with crossfunctional teams, effectively de-escalating critical situations to restore client trust.

Freelance Journalist at Free Media, Brazil

January 1, 2018 - October 26, 2025

Authored and published 20+ impactful articles on social and cultural issues for independent publications. Conducted in-depth fieldwork and interviews across diverse Brazilian communities. Demonstrated advanced multilingual proficiency by publishing content successfully in French

French Language & Literature Teacher at Private School, Tunisia

January 1, 2016 - October 26, 2025

Developed and delivered engaging French literature curricula. Created customized assessments for secondary students.

Press Assistant at Press Agency, Tunisia

January 1, 2015 - October 26, 2025

Assisted with editorial research and translation. Drafted and managed press releases and media content.

Team Manager, Escalation & Tier2 Support at Microsoft Teleperformance Greece

January 1, 2025 - October 26, 2025

Led the Tier2 support team as Subject Matter Expert and primary coaching resource for the most complex customer problems. Protected key account revenue by managing and successfully resolving critical escalations, acting as a crucial client retention specialist. Drove service improvement by acting as the main liaison between frontline support and engineering/product teams, utilizing Excel and PowerPoint for comprehensive reporting and training development. Managed high-pressure client communications and cross-functional collaboration to de-escalate critical situations and restore client trust.

Freelance Journalist at Free Media, Brazil

January 1, 2018 - October 26, 2025

Authored and published 20+ impactful articles on social and cultural issues for independent publications. Conducted in-depth fieldwork and interviews across diverse Brazilian communities. Demonstrated advanced multilingual publishing capabilities by producing content in French and Portuguese.

French Language & Literature Teacher at Private School, Tunisia

January 1, 2016 - October 26, 2025

Developed engaging French literature curricula and created customized assessments for secondary students.

Press Assistant at Press Agency, Tunisia

January 1, 2015 - October 26, 2025

Assisted with editorial research and translation. Drafted and managed press releases and media content.