Souhaiel Abouzid
Senior Process Executive
Osek
Summary
Dedicated IT Support Specialist with experience in ServiceNow, incident management and user administration (UA). Recognized as a reliable team player with strong collaboration skills and commitment to high-quality results. Skilled at adapting to new challenges, ensuring SLA compliance and maintaining positive relationships in fast-paced environments.
Overview
6
6
years of professional experience
5
5
Languages
Work History
Senior Process Executive
Infosys
01.2022 - Current
- Providing IT support via ServiceNow for French-English-speaking users.
- Managing incidents, troubleshooting, and escalating complex technical issues.
- Ensuring compliance with SLAs and documenting resolutions.
- Communicating clearly with clients to ensure a smooth support experience.
- Granting and managing user roles/permissions as User Administrator (UA) to ensure secure and compliant access.
Client Advisor – Car Parts (Remote)
Hosteur
11.2020 - 10.2021
- Provided customer service and sales support to French-speaking clients via email and phone.
- Handled orders and inquiries for car parts exclusively through remote channels.
- Delivered product recommendations, technical information, and after-sales service.
Client Advisor
Teleperformance
02.2020 - 11.2020
- Provided first-line technical support to customers via phone, troubleshooting hardware and connectivity issues.
- Guided customers step-by-step through problem resolution, ensuring high first-call resolution rates.
- Logged incidents accurately in the ticketing system and escalated complex issues to higher-level support when required.
- Educated customers on product usage, updates, and best practices to prevent recurring issues.
- Ensured compliance with company policies, KPIs, and client SLAs while maintaining excellent customer satisfaction scores.
- Collaborated with team members and supervisors to share knowledge and improve support processes.
Tour Guide
Exim Tours
06.2019 - 11.2019
- Welcomed tourists upon arrival at the airport, checked travel documents, and coordinated transfers to hotels.
- Assigned travelers to the correct buses and accompanied them to ensure safe and timely arrivals.
- Shared key information during the journey, including hotel details, meeting schedules with local guides, and cultural insights about Tunisia.
- Provided clear communication and first-level assistance, ensuring guests felt supported from the start of their trip.
- Represented the company professionally, creating a positive first impression and contributing to overall guest satisfaction.
Education
Graduated Construction Vocational Training -
Sector Centre For Building Formation (Ibn Sina)
Tunis, Tunisia01.2019
Applied Degree - Geography
Faculty of Literature And Social Sciences
Sousse, Tunisia01.2017
Baccalaureate -
High School Trik Gabes
Sousse, Tunisia01.2016
Skills
- Client Relationship Management
- Multilingual Communication
- ServiceNow (Basic)
- Remote Customer Support
- CRM Tools (Beginner – HubSpot, Salesforce)
- Technical Sales (Car Parts)
- Cultural Awareness
- Complaint handling
- Professional telephone demeanor
- Task prioritization
- Customer satisfaction measurement
- Information security
Interests
Personal Development, Science, Traveling, Cultures, Space, Sports
Hobbies & Interests
- Walking & fitness – discipline and maintaining a balanced lifestyle.
- Gaming (strategy and online communities) – develops problem-solving, teamwork, and leadership skills.
- Music appreciation – creativity, focus, and cultural openness.
Timeline
Senior Process Executive
Infosys
01.2022 - Current
Client Advisor – Car Parts (Remote)
Hosteur
11.2020 - 10.2021
Client Advisor
Teleperformance
02.2020 - 11.2020
Tour Guide
Exim Tours
06.2019 - 11.2019
Graduated Construction Vocational Training -
Sector Centre For Building Formation (Ibn Sina)
Applied Degree - Geography
Faculty of Literature And Social Sciences
Baccalaureate -
High School Trik Gabes
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