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aziz mabrouk, Senior Customer Service Supervisor

aziz mabrouk

Senior Customer Service Supervisor·Al-Taadhod Trading and Contracting Group

Qatar

Master's degree, Strategic Management

Work experience

Total years of experience: 15 years, 4 months

Senior Customer Service Supervisor

January 2021 - Present

Al-Taadhod Trading and Contracting Group

Doha, Qatar

January 2021 - Present

• Lead daily customer service operations and supervise team performance.
• Assign tasks, monitor KPIs, and conduct staff evaluations and training.
• Resolve escalated customer complaints to ensure satisfaction and retention.
• Implement service standards and process improvements to enhance efficiency.

Company industry:
Construction & Building
Job role:
Customer Service and Call Center

Customer Service Representative

May 2018 - December 2020

Al-Taadhod Trading and Contracting Group

Doha, Qatar

May 2018 - December 2020

• Handled inbound and outbound customer calls and service inquiries.
• Logged, tracked, and followed up on customer complaints.
• Conducted satisfaction surveys and service quality follow-ups.

Company industry:
Construction & Building
Job role:
Customer Service and Call Center

Customer Service Adviser

January 2017 - February 2018

BMW & Rolls-Royce – Alfardan Group,

Doha, Qatar

January 2017 - February 2018

• Assisted customers with service requests and vehicle status updates.
• Promoted service packages and warranties.
• Maintained accurate customer and service records.

Company industry:
Automotive Dealership & Distributor
Job role:
Customer Service and Call Center

Customer Service Executive

October 2014 - December 2016

Toyota & Lexus – Abdullah Abdulghani & Bros Co.,

Doha, Qatar

October 2014 - December 2016

• Managed after-sales inquiries and maintenance complaints.
• Conducted customer satisfaction surveys and prepared daily reports.

Company industry:
Automotive Dealership & Distributor
Job role:
Customer Service and Call Center

freelancer

July 2011 - June 2014

familly project

Gafsa, Tunisia

July 2011 - June 2014

Company industry:
Merchandising
Job role:
Hospitality and Tourism

french teacher

September 2010 - June 2011

Ibn Sina private school

Gafsa, Tunisia

September 2010 - June 2011

Company industry:
Primary, Prep, & Secondary School
Job role:
Teaching and Academics

Education

International Business Academy of Switzerland

January 2025

January 2025

Master's degree, Strategic Management

Switzerland

University of Gafsa

June 2009

June 2009

Bachelor's degree, French Language

Tunisia

Skills

Customer Service Management
Expert
Customer Service Management
Expert
problem solving skills
Expert
problem solving skills
Expert
Team Leadership
Expert
Team Leadership
Expert
Complaints Management
Expert
Complaints Management
Expert
Client Handling Services
Expert
Client Handling Services
Expert
communication
Expert
communication
Expert
costomer service
Expert
costomer service
Expert
sport
Expert
sport
Expert
customor handling
Expert
customor handling
Expert
reading
Expert
reading
Expert
culture
Expert
culture
Expert
language
Expert
language
Expert
management reports
Expert
management reports
Expert
problem solving
Expert
problem solving
Expert
teamwork
Expert
teamwork
Expert
leadership
Expert
leadership
Expert
training and coaching
Expert
training and coaching
Expert
Call Center
Expert
Call Center
Expert
Management
Expert
Management
Expert
Customer Service
Expert
Customer Service
Expert
Customer Care
Expert
Customer Care
Expert
CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
CONFIDENT COMMUNICATOR
Intermediate
CONFIDENT COMMUNICATOR
Intermediate
CUSTOMER EXPERIENCE IMPROVEMENT
Intermediate
CUSTOMER EXPERIENCE IMPROVEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
SALES SUPPORT
Intermediate
SALES SUPPORT
Intermediate
SERVICE RECOVERY
Intermediate
SERVICE RECOVERY
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM PERFORMANCE MANAGEMENT
Intermediate
TEAM PERFORMANCE MANAGEMENT
Intermediate
Customer Service Management
Expert
Customer Service Management
Expert
problem solving skills
Expert
problem solving skills
Expert
Team Leadership
Expert
Team Leadership
Expert
Complaints Management
Expert
Complaints Management
Expert
Client Handling Services
Expert
Client Handling Services
Expert

Social profiles

Languages

Arabic

Native Speaker

English

Expert

French

Native Speaker

German

Beginner

Training and Certifications

Certifications
Excel Essentials (LinkedIn Learning)
Strategic Planning Foundations Executive Leadership
Managing a Customer Contact Center Working with Upset Customers
Customer Service Mastery
Managing a Customer Service Team
Mar 2023
certificate of completion the future of performence management
May 2021
certificate of completion talent management
May 2021
certificate of completion setting business unit goals
May 2021
certificate of completion Quality standards in customer service
Nov 2019
certificate of completion leadership blind spots1
May 2020
certificate of completion working with upset customer
May 2020
certificate of completion strategic planning foundation
May 2021
certificate of completion Exel creating Dushboard
May 2021
certificate of completion executive leadership
May 2021
customer service foundation
Dec 2019

Training
handling customer
toyota and lexus compnay
Dec 2015
auto ligne system and job card
BMW qatar
Dec 2016
mycrosoft dynamic
altaadhod groop
May 2019
SAP systeme
toyota and lexus compnay
Feb 2015
ORACLE systeme
toyota and lexus compnay
Jan 2015

Hobbies and interests

sports
football and football