Sabrine Heni

Customer Consultant
Email: heni.sabbrine@gmail.com
Phone : +216 53 626 150

LinkedIn: linkedin.com/in/sabrine-heni

Friendly and service-oriented professional with 5+ years of customer service experience across various industries, including
tourism, administration, insurance, and e-commerce. Passionate about delivering exceptional passenger experiences,
ensuring safety, and maintaining a professional image. Fluent in Arabic, French (C1), and English (B2), Skilled in problem-
solving, cultural awareness, and teamwork to enhance customer satisfaction and flight efficiency.
Professional Experience
Freelance Technical Support Consultant Visum, France
11/2024 - 02/2025
• Ensured user satisfaction by responding promptly and clearly to their inquiries.
• Collaborated closely with technical and commercial teams to solve issues independently.
Freelance Distribution Consultant Prim, Canada
03/2024 - 02/2025
• Addressed customer requests and maintained clear, professional communication with all stakeholders.
• Analyzed operational data, ensuring accuracy and compliance with organizational objectives.
Insurance Consultant MSH International, Tunisia
01/2023 - 12/2023
• Provided clients with information on insurance contracts: home, auto, life accidents, savings, provident funds, legal, and
school protection.
• Assessed client needs, diagnosed situational changes, and proposed new insurance products for optimal coverage.
• Built strong relationships with key industry players, including brokers, insurers, and professional organizations.
Freelance Consultant iHerb, United States
09/2023 - 12/2023
• Worked closely with the logistics team to define objectives and meet customer requests.
• Conducted in-depth analysis of customer feedback and quickly handled complaints.
• Monitored key performance indicators related to quality, ensuring regular follow-ups
Freelance Customer Service Consultant Vitae, Canada
03/2022 - 05/2022
• Collaborated with warehouse and logistics partners to process requests and resolve exceptions.
• Improved standard operating procedures (SOPs) by collecting and evaluating information through management testing
methods.
Client Management Consultant AssistDigital, Tunisia
04/2021 - 12/2022
• Used investigative techniques to resolve customer complaints and ensure customer satisfaction.
• Regularly analyzed support tickets to provide proactive solutions.
• Trained and supervised new team members on procedures to achieve set objectives.
Insurance Consultant Owliance, Tunisia
10/2020 - 03/2021
• Produced and presented deliverables expected at different stages of the mission.
• Managed claims and handled incident declarations.
Commercial Appointment Setting Consultant Tricom, Tunisia
01/2020 - 10/2020
• Worked closely with management teams to define objectives and action plans.
• Closely managed client portfolios to ensure satisfaction and loyalty.
Technical Support Consultant Directlines, Tunisia
03/2019 - 10/2019
• Optimized the performance of existing systems by analyzing weaknesses and implementing improvements.
• Collaborated with internal technical teams to ensure consistency and efficiency in fiber optic installations.
Education
Engineering Degree in telecommunications Esprit (Higher School of Engineering and Technology), Tunisia
2025
Preparatory Cycle in Physics and Chemistry IPEIT (Preparatory Institute for Engineering Studies of El
Manar), Tunisia
2016
Mathematics Baccalaureate LPBT (Pilot High School Bourguiba), Tunisia
2011
Skills
- Excellent Communication – Clear and effective interaction with passengers and crew.
- Problem-Solving – Quick thinking to handle passenger concerns or emergencies.
- Teamwork & Collaboration – Working efficiently with other crew members.
- Adaptability & Flexibility – Adjusting to different flight schedules and time zones.
- Cultural Awareness – Respecting and understanding diverse cultures.
- Professional Appearance & Etiquette – Maintaining a well-groomed look and professional attitude.
- Resilience & Stress Management – Handling long hours, demanding situations, and passenger issues calmly
Languages
- French (B2)
- English (B2)
- Arabic (Native)