HAMZA DRIDI

+216 56 52 70 03 | Hamza.dridi1987@gmail.com | Tunis, Tunisia | www.linkedin.com/in/hamza-dridi

CUSTOMER SERVICE AGENT

Dedicated customer service agent with 8 years of experience looking for a new challenge in a results-
oriented environment. Experienced in defining and analyzing customer requests to resolve issues accurately
and quickly with high first contact resolution rates. Strong computer skills in a Windows environment and
proven ability to learn unique software. A confident and effective communicator who receives excellent
feedback from customers.

SKILLS
Languages: French, English, Arabic
Softwares: Word, Excel, PowerPoint, Quickbooks

PROFESSIONAL EXPERIENCE

ADEASE MARKET RESEARCH - Freelance | January 2021 – July 2022

Bilingual Data Classification (French/English)

 Transcription, translation and annotation of audio and video recordings.

 Insertion of the final product in the database to be accessible to customers.
 Manage a team of 10 translation and data classification agents.
 Be part of the quality control team.

TUNIS CALL CENTRE (TCC) - Tunis, Tunisia | April 2019 – December 2020
Virtual assistant / Assistant Team Leader

During this experience I filled the position of a virtual assistant and pedagogical advisor for the European
Training Center (a French online school).
 We call people who have requested information about the training we offer.
 We track Applications for registration.
 Insure tuition payment transactions.
 We do the administrative follow-up of the students' files until they graduate.

E-COMMERCE - Freelance| January 2017 – June 2019

Founder/Manager

I started my own online store to sell items for young moms and babies and did all the necessary tasks on my
own:
 Launch advertising campaigns with Facebook Ads and Google Ads.
 Cover the customer service part by responding to customer complaints and requests for information.
 Stock management/ order preparation/ shipping
 ATELKA – Montreal, Canada| January 2015 – September 2016
Virtual assistant /Customer Service Agent

I worked as virtual assistant and customer service agent for RBC bank (Royal Bank of Canada):
 Answer phone calls/emails/ online chat
 Identify customer needs.
 Intervene myself for certain requests or direct them to the service concerned if necessary.

ARMATIS – Tunis, Tunisia| February 2013 – August 2014

Virtual assistant/Customer Service Agent

I worked as a virtual assistant and customer service agent for the French mobile services provider Bouygues Telecom:
 Retain existing customers.
 Prospect new customers.
 Do collection tasks for customers who have a payment default.

INTERNSHIPS
National Research Institute in Rural Engineering, Water and Forests
February 2013 – June 2013 | Tunis
An internship for my graduation project that lasted 5 months between laboratories and field visits, during
which I did in-depth studies on the watershed of Lake Jannet (Maktar region) (cartographic study,
topographic, erosions and filling of reservoirs).

National Research Institute in Rural Engineering, Water and Forests

July 2012 – August 2012 | Tunis
During this internship which lasted two months, I did a topographical and cartographic study of the
watershed of Lake Jannet (Maktar region).

SADIRA COMPANY
July 2011 – August 2011 | Tunis
The company SADIRA is a company specialized in fruit cultivation, I spent two months of observation
internship, and I attended to different tasks done in the field.

EDUCATION
National Diploma of Agricultural Engineering / Higher School of Agriculture of MOGRANE
September 2010 – June 2013 | Zaghouan, Tunisia

Preparatory Cycle (Biology-Geology) / National Institute of Agriculture of Tunis (INAT)

September 2006 – June 2009 | Tunis, Tunisia

High School Diploma / Abu Al Kacem Chebbi High School

September 1999 – June 2006 | Mornag, Tunisia