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I am a customer-focused support and success specialist with over 15 years of experience spanning SaaS, customer care, and the creative industries. I pride myself on my excellent communication skills, attention to detail, and my solution-oriented approach. I am skilled in diagnosing technical issues, managing onboarding and training, and analyzing KPIs to improve customer retention and satisfaction. Additionally, I bring a unique creative perspective from my bonus experience as a freelance music producer, having worked with global artists. This background enriches my work with creativity and discipline. I am proficient with various tools including Zendesk, JIRA, Excel, Outlook, and Photoshop, and I enjoy collaborating across teams to drive successful project outcomes.…I am a customer-focused support and success specialist with over 15 years of experience spanning SaaS, customer care, and the creative industries. I pride myself on my excellent communication skills, attention to detail, and my solution-oriented approach. I am skilled in diagnosing technical issues, managing onboarding and training, and analyzing KPIs to improve customer retention and satisfaction. Additionally, I bring a unique creative perspective from my bonus experience as a freelance music producer, having worked with global artists. This background enriches my work with creativity and discipline. I am proficient with various tools including Zendesk, JIRA, Excel, Outlook, and Photoshop, and I enjoy collaborating across teams to drive successful project outcomes.

Hamid Faraouni

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I am a customer-focused support and success specialist with over 15 years of experience spanning SaaS, customer care, and the creative industries. I pride myself on my excellent communication skills, attention to detail, and my solution-oriented approach. I am skilled in diagnosing technical issues, managing onboarding and training, and analyzing KPIs to improve customer retention and satisfaction. Additionally, I bring a unique creative perspective from my bonus experience as a freelance music producer, having worked with global artists. This background enriches my work with creativity and discipline. I am proficient with various tools including Zendesk, JIRA, Excel, Outlook, and Photoshop, and I enjoy collaborating across teams to drive successful project outcomes.…I am a customer-focused support and success specialist with over 15 years of experience spanning SaaS, customer care, and the creative industries. I pride myself on my excellent communication skills, attention to detail, and my solution-oriented approach. I am skilled in diagnosing technical issues, managing onboarding and training, and analyzing KPIs to improve customer retention and satisfaction. Additionally, I bring a unique creative perspective from my bonus experience as a freelance music producer, having worked with global artists. This background enriches my work with creativity and discipline. I am proficient with various tools including Zendesk, JIRA, Excel, Outlook, and Photoshop, and I enjoy collaborating across teams to drive successful project outcomes.

Available to hire

I am a customer-focused support and success specialist with over 15 years of experience spanning SaaS, customer care, and the creative industries. I pride myself on my excellent communication skills, attention to detail, and my solution-oriented approach. I am skilled in diagnosing technical issues, managing onboarding and training, and analyzing KPIs to improve customer retention and satisfaction.

Additionally, I bring a unique creative perspective from my bonus experience as a freelance music producer, having worked with global artists. This background enriches my work with creativity and discipline. I am proficient with various tools including Zendesk, JIRA, Excel, Outlook, and Photoshop, and I enjoy collaborating across teams to drive successful project outcomes.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Advanced

French

Advanced

Spanish; Castilian

Advanced

Work Experience

Quality Analyst at Panasonic Connect, Miami

May 31, 2025 - July 16, 2025

Provided Tier 2-style support, diagnosing escalated customer issues and collaborating with QA and tech teams for resolution. Conducted root cause analysis using internal QA tools and metrics to develop solutions for recurring issues. Tracked tickets and defects using JIRA and Zendesk. Authored knowledge base articles, scorecards, and documentation to ensure team alignment. Worked closely with engineering and operations to identify product defects and drive continuous improvements.

Customer Success Manager at Wix.com, Miami

March 31, 2024 - July 16, 2025

Managed over 100 accounts, collaborating with product and support teams to resolve complex technical inquiries beyond Tier 1, ensuring a seamless customer journey. Analyzed client usage data to provide insights, proactively resolving bugs and setup issues, contributing to SaaS product optimization. Handled integration troubleshooting with SQL basics and API in collaboration with tech support. Documented customer issues in Salesforce and Zendesk, prioritizing resolution and escalation. Advocated for customer feedback internally to improve product features.

Customer Care Mentor & Skills Dev Specialist at Wix.com, Miami

February 28, 2023 - July 16, 2025

Delivered technical onboarding and education programs, training agents on workflows and troubleshooting. Documented bugs and escalated critical issues to Tier 3 and product teams. Supported integration troubleshooting with APIs and client-side configurations. Mentored new hires and junior agents, providing feedback and tracking KPIs to drive performance growth. Created internal help content and SOPs to streamline onboarding and reduce ticket handling time.

Freelance Music Producer at Reckless Music Corp, Miami

January 1, 2011 - Present

Produced original music and remixes for global artists including Afrojack and Swedish House Mafia, with releases across international labels and media platforms. Ensured strict compliance to licensing, publishing, and clearance standards for commercial, digital, and sync placements. Collaborated effectively with clients, A&Rs, and cross-functional teams, maintaining high attention to detail throughout the production process. Created promotional materials with Photoshop, Excel, and Outlook. Handled projects related to gaming, sports, and branded content, aligning music with cultural trends. Developed expertise in audio production workflows and managed multiple concurrent projects efficiently.