Nabil Yahia
Lima
Summary
Dedicated customer service professional with extensive experience in bilingual roles across medical interpretation, health insurance, rental vehicle services, and international remittances. Achieved high satisfaction levels through collaboration with operational managers and the RTA team, ensuring compliance with client requirements. Recognized for stepping into leadership roles and driving team performance. Core competencies include problem-solving, client relations, and process improvement.
Overview
7
7
years of professional experience
1
1
Certificate
Work History
Customer Service Associate (Mentor)
Concentrix
Lima
2024.03 - 2025.03
- Operated in the role of CSA at Remitly.
- Assigned role of temporary team head.
- Collaborated with Ops managers to ensure uniformity in agent protocols.
- Consistently reached expected monthly KPIs.
- Mentored junior team members to foster their professional growth.
- Spearheaded initiatives to boost team efficiency and elevate customer satisfaction levels.
- Supported the Real-Time-Analyst team to comply with client requirements.
Customer Service Representative (WAHA)
Teleperformance
Lima
2023.09 - 2024.02
- Collaborated customer service team on end-of-year campaign for Centene (Medicare).
- Oversaw customer service for TURO campaign, addressing inquiries and insurance issues.
- Inspected vehicles after rentals to document existing damages for insurance purposes.
- Part of the Language Line Solutions (LLS) campaign, as a medical interpreter.
- Ensured mutual understanding between medical staff and patients with patience and respect.
Pantry Line Cook
QHUSI
Lima
2023.03 - 2023.08
- Optimized kitchen workflow and reduced waste, ensuring high-quality food preparation.
Hot Line Cook
Mo.Café
Lima
2022.12 - 2023.02
- Tracked and managed food inventory efficiently.
- Implemented effective labeling system for prepared food containers to facilitate identification.
Line Cook Supervisor
Kaikan Restaurante
Lima
2022.06 - 2022.11
- Performed routine checks and ensured compliance with food sanitation standards.
- Allocated shifts to line cooks considering expected customer influx and workforce requirements.
- Managed team of employees fostering positive and productive environment.
General Manager
Vakua Perú
Lima
2020.07 - 2022.10
- Conducted market research to identify trends, opportunities, and threats in the industry.
- Developed sales plans, goals, strategies and objectives to achieve.
- Led team to exceed sales targets through strategic marketing and exceptional service delivery.
- Monitored balance sheets and income statements to evaluate financial performance.
Administrative Assistant
Mundo Eventos y Más S.AC.
Lima
2019.10 - 2020.06
- Assisted with the development and implementation of marketing campaigns.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Oversaw the maintenance and repair of logistics equipment and vehicles to ensure operational readiness.
- Reviewed employee performance evaluations regularly to ensure standards are met.
Catering Kitchen Prep Cook
Buffetys S.A.C
Lima
2020.02 - 2020.05
- Achieved uniformity and precision in preparing daily repeated dishes.
Pastry Prep Cook
Pani Lima
Lima
2019.12 - 2020.01
- Carried out daily kitchen prep and closing duties with station setup, breakdown and organization.
- Conducted recipe testing and modification to improve taste and texture of baked goods.
Pastry Prep Cook
Hotel Country club
Lima
2019.07 - 2019.11
- Oversaw baking and pastry production for large events, serving up to 300 guests.
- Oversaw pastry production for catering, pick-up orders and in-store customers.
Operations Supervisor
Boixos Nois SAC
Lima
2018.05 - 2018.12
- Developed new food products to meet customer needs and preferences.
- Maintained accurate records of all product development activities, including test results, ingredient specifications, process parameters.
- Performed internal audits of factory systems and protocols.
- Wrote technical reports, data entry and queries into various safety and health databases.
Education
Bachelor - Gastronomy & Culinary Art
Le Cordon Bleu Perú
Lima, Perú2023-07
Pending Bachelor - Agribusiness Administration
Universidad Peruana De Ciencias Aplicadas
Lima, Perú2018-12
Baccalaureate -
Liceo Franco Peruano
Lima, Perú2012-12
High School Diploma -
Colegio Franco Peruano
Lima, Perú2008-12
Skills
- Customer Service Excellence
- Conflict Resolution
- Competitive Strategy
- Employee development
- Empathic
- Excel Certified
- High-performance team builder
- Multilingual Communication
- Operations management
- Organization and time management
- Python Certified
- Team leadership
- Teamwork and collaboration
- Workflow optimization
Certification
- Basic Computing
- Basic Microsoft Office
- Database Administrator (CSF)
- Intermediate Microsoft Office
- Life Guard (Liderman)
- Networking and Personal Marketing
- Python Pro (Toulouse-Lautrec)
Languages
Spanish
First Language
English
Advanced (C1)
C1
French
Advanced (C1)
C1
Affiliations
- Calisthenics
- Cycling
- Dog Shelter assistance
- Entrepreneur
- Mindfulness Enthusiast
- Stock market investor
Interests
Calistenics
Entrepreneurship
Python & machine language
Coffee enthusiast
Research & Development
References
References available upon request.
Software
Excel
Python
Django
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteOn-SiteImportant To Me
Career advancementWork-life balanceQuote
I find that the harder I work, the more luck I seem to have.
Thomas Jefferson
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - resolved system issues that delayed transactions' SLA with 100% accuracy.
- Used Microsoft Excel to develop KPIs tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 24 staff members.
Timeline
Customer Service Associate (Mentor)
Concentrix
2024.03 - 2025.03
Customer Service Representative (WAHA)
Teleperformance
2023.09 - 2024.02
Pantry Line Cook
QHUSI
2023.03 - 2023.08
Hot Line Cook
Mo.Café
2022.12 - 2023.02
Line Cook Supervisor
Kaikan Restaurante
2022.06 - 2022.11
General Manager
Vakua Perú
2020.07 - 2022.10
Catering Kitchen Prep Cook
Buffetys S.A.C
2020.02 - 2020.05
Pastry Prep Cook
Pani Lima
2019.12 - 2020.01
Administrative Assistant
Mundo Eventos y Más S.AC.
2019.10 - 2020.06
Pastry Prep Cook
Hotel Country club
2019.07 - 2019.11
Operations Supervisor
Boixos Nois SAC
2018.05 - 2018.12
Bachelor - Gastronomy & Culinary Art
Le Cordon Bleu Perú
Pending Bachelor - Agribusiness Administration
Universidad Peruana De Ciencias Aplicadas
Baccalaureate -
Liceo Franco Peruano
High School Diploma -
Colegio Franco Peruano