Ghaylene Tounsi
Sousse
Summary
Proactive and empathetic Customer Service professional with experience supporting users in fast-paced, digital-first environments. Skilled in handling customer inquiries via chat and email, troubleshooting technical issues, and ensuring a smooth user experience. Passionate about helping people succeed, improving support processes, and collaborating with cross-functional teams to drive impact.
Developed comprehensive customer service skills in fast-paced environment, excelling in communication and problem resolution. Skilled in understanding and addressing customer needs while maintaining calm and professional demeanor. Seeking to transition into new field where these abilities can drive positive outcomes and contribute to team success.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Customer Support Specialist
Makeover Design Co.
Monastir
01.2024 - 01.2025
- Guided users step-by-step through setup and usage of digital tools.
- Identified common support trends and suggested process improvements.
- Collaborated with product and dev teams to test features and provide user feedback.
- Consistently recognized for empathy, patience, and problem-solving in user interactions.
Education
Licence - Interior Design
ISBAS Higher Institute of Fine Arts of Sousse
01.2025
Skills
- Property Presentation & Staging
- Customer Support (Email & Chat)
- Microsoft Word & PowerPoint
- Adobe Photoshop, Illustrator & InDesign
- Client Communication & Problem-Solving & Adaptability
- Multitasking Under Pressure
- Empathy & Clear Communication
- Remote Collaboration
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- Friendly and patient
- Call management
- Decision-making
- Verbal and written communication
- Team collaboration
- Empathy and patience
- Customer service excellence
- Multitasking and organization
- Time management
- Social media support
- Technical troubleshooting
Certification
- IELTS Academic
- Centre Number: TN001
- Date: 2025-03-08
- Candidate Number: 503680
- Listening: 7.5
- Reading: 6.5
- Writing: 5.5
- Speaking: 6.5
- Overall Band Score: 6.5
- CEFR Level: B2
- Date: 2025-03-10
- Test Report Form Number: 24TN503680TOUG001A
Languages
Arabic - Native
English - Fluent (IELTS 6.5, 2025)
French - Fluent
Hobbies and Interests
Exploring new countries and landscapes, Hiking, Music production
Timeline
Customer Support Specialist
Makeover Design Co.
01.2024 - 01.2025
Licence - Interior Design
ISBAS Higher Institute of Fine Arts of Sousse