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تم إلغاء حظر المستخدم بنجاح
Mohamed Hedi IOUAZ, Customer Service Assistant — Chat Support

Mohamed Hedi IOUAZ

Customer Service Assistant — Chat Support·Emma — The Sleep Company

تونس

ماجستير, Electrical Engineering

الخبرة العملية

مجموع سنوات الخبرة: 9 سنوات, 5 أشهر

Customer Service Assistant — Chat Support

يناير 2023 - حتى الآن

Emma — The Sleep Company

تونس، تونس هجين

يناير 2023 - حتى الآن

• Provided multilingual customer support through live chat, assisting customers with product inquiries, order management, delivery tracking, returns, and after-sales service.

• Resolved customer issues efficiently while maintaining high customer satisfaction and adhering to company quality standards.

• Collaborated with internal departments including logistics, operations, and sales teams to ensure timely resolution of customer requests.

• Managed multiple conversations simultaneously in a fast-paced environment while maintaining accuracy and professionalism.

• Utilized CRM and support platforms to document interactions, track cases, and analyze customer feedback.

• Contributed to improving customer experience by identifying recurring issues and proposing process improvements.

مجال الشركة:
التصنيع

Electoral Operations Assistant

يناير 2019 - حتى الآن

ISIE Bizerte, Independent High Authority for Elections

بنزرت، تونس

يناير 2019 - حتى الآن

• Assisted in the preparation, organization, and execution of electoral operations in accordance with national regulations and procedures.

• Supported voter registration, polling station logistics, and election-day coordination activities.

• Verified and processed electoral documentation while ensuring accuracy, confidentiality, and compliance with official guidelines.

• Coordinated with election staff, local authorities, and stakeholders to facilitate smooth electoral processes.

• Maintained records, prepared reports, and contributed to operational planning and administrative support tasks.

• Demonstrated strong organizational, communication, and problem-solving skills in a fast-paced, deadline-driven environment.

مجال الشركة:
خدمات الدعم الإداري

Volunteer

يناير 2017 - حتى الآن

Community Initiatives — C’est à Vous de Changer Bizerte (CVCB)

بنزرت، تونس هجين

يناير 2017 - حتى الآن

• Participated in community development initiatives aimed at promoting civic engagement, environmental awareness, and social responsibility.

• Assisted in organizing public events, awareness campaigns, volunteer activities, and community outreach programs.

• Coordinated with volunteers, local organizations, and stakeholders to support project planning and execution.

• Contributed to environmental cleanup campaigns, cultural events, and initiatives focused on improving the local community.

• Developed teamwork, leadership, communication, and event coordination skills through active involvement in volunteer projects.

• Supported social impact initiatives that strengthened community participation and local development in the Bizerte region.

مجال الشركة:
خدمات الدعم الإداري

Year Internship

يناير 2023 - يناير 2023

Focus Corporation

أريانة‎، تونس هجين

يناير 2023 - يناير 2023

• Developed an XCP diagnostic tool for embedded vehicle ECUs on Linux Yocto / Raspberry Pi 3 with PiCAN2 hardware, enabling
structured fault diagnostics on CAN bus networks.
• Built a Python / PyQt5 interface supporting both manual and automated testing workflows, improving diagnostic consistency
and reducing test cycle time.
• Authored detailed technical diagnostic reports used for engineering analysis and root-cause investigation — core skills directly
transferable to industrial maintenance and controls engineering roles.

مجال الشركة:
خدمات تكنولوجيا المعلومات

Customer Service Assistant — Back Office (Email Support)

يناير 2020 - ديسمبر 2021

Amazon

تونس، تونس هجين

يناير 2020 - ديسمبر 2021

• Provided professional customer support via email, handling inquiries related to orders, deliveries, refunds, account issues, and product information.

• Investigated and resolved customer cases while ensuring compliance with company policies and service standards.

• Managed high volumes of customer communications with accuracy, efficiency, and attention to detail.

• Collaborated with internal departments to address complex customer issues and ensure timely resolutions.

• Maintained detailed records of customer interactions using CRM and case management systems.

• Consistently delivered high-quality service by demonstrating strong written communication, problem-solving, and customer relationship management skills.

مجال الشركة:
الإنترنت والتجارة الإلكترونية

Summer Internship

يناير 2021 - يناير 2021

SOTULUB Tunisia

بنزرت، تونس

يناير 2021 - يناير 2021

• Designed and developed an inventory tracking application to support industrial inventory management and stock monitoring operations.

• Implemented centralized item management features, improving inventory visibility, organization, and data accessibility.

• Participated in requirements analysis, application testing, and system validation to ensure reliability and usability.

• Assisted in optimizing inventory control processes, contributing to improved operational efficiency and resource management.

• Collaborated with technical and operational teams to identify workflow improvements and support digitalization initiatives.

• Gained practical experience in industrial operations, software development, database management, and process optimization.

مجال الشركة:
الإنتاج الصناعي

International Exchange Program Coordinator

يناير 2020 - يناير 2021

AIESEC Tunisia, ISI University Chapter

تونس، تونس

يناير 2020 - يناير 2021

• Coordinated international exchange and cultural exchange programs, facilitating opportunities for students and young professionals.

• Managed communication with international participants, partner organizations, and local stakeholders to ensure successful program delivery.

• Assisted in recruitment, onboarding, and support of exchange program candidates throughout the application and placement process.

• Organized events, workshops, and promotional campaigns to increase awareness and participation in international exchange opportunities.

• Collaborated with cross-functional teams to achieve organizational goals, improve participant experience, and strengthen partnerships.

• Developed leadership, project management, communication, and intercultural collaboration skills while working in a multicultural environment.

مجال الشركة:
التعليم المهني

التعليم

Higher Institute of Computer Science, University of Tunis El Manar (ISI)

يوليو 2025

يوليو 2025

ماجستير، Electrical Engineering

تونس

Higher Institute of Computer Science, University of Tunis El Manar (ISI

يونيو 2025

يونيو 2025

دبلوم، Smart Systems & Internet of Things

تونس

Higher Institute of Computer Science, University of Tunis El Manar

يونيو 2023

يونيو 2023

بكالوريوس، Electrical Engineering

تونس

Skills

AUTOMATION
Intermediate
AUTOMATION
Intermediate
COMMISSIONING
Intermediate
COMMISSIONING
Intermediate
ELECTRICAL ENGINEERING
Intermediate
ELECTRICAL ENGINEERING
Intermediate
ELECTRICAL INDUSTRY
Intermediate
ELECTRICAL INDUSTRY
Intermediate
ELECTRICITY
Intermediate
ELECTRICITY
Intermediate
ELECTRONIC CONTROL UNIT
Intermediate
ELECTRONIC CONTROL UNIT
Intermediate
ENGINEERING ANALYSIS
Intermediate
ENGINEERING ANALYSIS
Intermediate
INDUSTRIAL AUTOMATION
Intermediate
INDUSTRIAL AUTOMATION
Intermediate
INSTRUMENTATION
Intermediate
INSTRUMENTATION
Intermediate
LINUX
Intermediate
LINUX
Intermediate

حسابات مواقع التواصل الاجتماعي

اللغات

الانجليزية

مبتدئ

الفرنسية

مبتدئ

الالمانية

مبتدئ

الهوايات والاهتمامات

Diving, Windsurfing, Photography, GYM and Gaming

• Diving: certified recreational diver with strong underwater safety & navigation skills. • Windsurfing: experienced in coastal conditions with balance and endurance. • Photography: landscape & action photography with edited portfolio. • Gym: consistent strength & conditioning training. • Gaming: competitive MOBA player focused on teamwork & strategy.