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I'm a multilingual customer support professional with a background in management and marketing studies. I thrive in fast-paced environments and enjoy turning complex technical issues into clear, friendly guidance for customers. I am passionate about knowledge base management, ticketing systems like Zendesk and Freshdesk, and collaborating with cross-functional teams to streamline processes and improve the overall customer experience.…I'm a multilingual customer support professional with a background in management and marketing studies. I thrive in fast-paced environments and enjoy turning complex technical issues into clear, friendly guidance for customers. I am passionate about knowledge base management, ticketing systems like Zendesk and Freshdesk, and collaborating with cross-functional teams to streamline processes and improve the overall customer experience.

Mouna Fawali

Social Media Manager, Assistant Producer, Hair and Makeup, +5

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I'm a multilingual customer support professional with a background in management and marketing studies. I thrive in fast-paced environments and enjoy turning complex technical issues into clear, friendly guidance for customers. I am passionate about knowledge base management, ticketing systems like Zendesk and Freshdesk, and collaborating with cross-functional teams to streamline processes and improve the overall customer experience.…I'm a multilingual customer support professional with a background in management and marketing studies. I thrive in fast-paced environments and enjoy turning complex technical issues into clear, friendly guidance for customers. I am passionate about knowledge base management, ticketing systems like Zendesk and Freshdesk, and collaborating with cross-functional teams to streamline processes and improve the overall customer experience.

Available to hire

I’m a multilingual customer support professional with a background in management and marketing studies. I thrive in fast-paced environments and enjoy turning complex technical issues into clear, friendly guidance for customers.

I am passionate about knowledge base management, ticketing systems like Zendesk and Freshdesk, and collaborating with cross-functional teams to streamline processes and improve the overall customer experience.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

French

Fluent

English

Advanced

Arabic

Advanced

Romanian, Moldavian, Moldovan

Intermediate

Work Experience

Hearing Device Specialist

February 1, 2024 - October 1, 2024

Provided technical support for hearing devices via phone and email; managed 40–60 tickets per week using Zendesk; resolved issues on first contact; escalated complex hardware problems to engineering; authored knowledge base articles and customer guides; reduced repeat inquiries; improved first-contact resolution.

Renewable Energy Customer Support Specialist

September 1, 2023 - January 1, 2024

Provided technical support for renewable energy systems; handled customer inquiries and issues; escalated complex cases; maintained customer satisfaction; collaborated with engineering and product teams to resolve technical problems.

Renewable Energy Customer Support

September 1, 2023 - January 1, 2024

Provided customer support for renewable energy products and services; resolved technical issues and escalated complex cases to senior teams; built strong customer relationships to ensure satisfaction and loyalty.

Recruitment & Customer Service Specialist

July 1, 2025 - September 1, 2025

Managed end-to-end recruitment process including job postings, resume screening, and interview scheduling for multiple departments; provided candidate support via email and phone, answering inquiries and guiding applicants through hiring process.