Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Bairem Guesmi

Nabeul

Summary

Dynamic Customer Care Manager with a proven track record at Concentrix - Capital One, excelling in customer relations and team management. Recognized for enhancing client satisfaction through effective problem-solving and active listening. Skilled in account management, delivering accurate solutions under pressure while fostering strong client relationships.

Overview

3
3
years of professional experience

Work History

Customer Care Manager

Concentrix - Capital One
04.2025 - Current
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Developed new employees and on-going performance assessment of current employees.

Customer Service Representative

Concentrix - Capital One
07.2024 - 04.2025
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

English Teacher

ISTAM
03.2023 - 06.2023
  • Kept classroom organized, clean and safe for students and visitors.
  • Enhanced student comprehension by incorporating visual aids and hands-on activities in lessons.
  • Developed innovative lesson plans to engage students in English language learning.
  • Increased student motivation by providing timely feedback and recognizing individual achievements.
  • Prepared and implemented lesson plans covering required course topics.
  • Designed and implemented assessments to measure student progress in English language learning.
  • Created and implemented activities to foster critical thinking skills of students.

Professional Translator

Alien Dimension
11.2022 - 03.2023
  • Elevated the level of cultural understanding among team members through informative presentations about target languages'' customs and nuances.
  • Maintained a well-organized database of completed translations, facilitating easy access to previously translated material when needed.
  • Bolstered translation efficiency by creating glossaries and style guides for future reference.
  • Enhanced client satisfaction by delivering accurate translations within tight deadlines.

Education

Master of Arts - Translation

Higher Institute of Languages of Tunis
06-2022

Bachelor of Arts - English Civilisation And Literature

Higher Institute of Languages of Nabeul
Nabeul
06-2020

Skills

  • Customer relations
  • Team management
  • Research and due diligence
  • Account management
  • Escalation management
  • Customer service
  • Problem-solving abilities
  • Verbal and written communication
  • Active listening
  • Reliability

Languages

English
Bilingual or Proficient (C2)
French
Intermediate (B1)

Timeline

Customer Care Manager

Concentrix - Capital One
04.2025 - Current

Customer Service Representative

Concentrix - Capital One
07.2024 - 04.2025

English Teacher

ISTAM
03.2023 - 06.2023

Professional Translator

Alien Dimension
11.2022 - 03.2023

Master of Arts - Translation

Higher Institute of Languages of Tunis

Bachelor of Arts - English Civilisation And Literature

Higher Institute of Languages of Nabeul

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Bairem Guesmi