Jerheam A.

• Delivered multilingual support (FR/EN/DE) via phone, live chat and email for clients in gaming and digital services.

• Resolved account, login, and technical issues with a 90%+ first-contact resolution rate.

• Used Zendesk and internal tools to streamline ticket handling and meet SLA targets.

• Contributed to internal knowledge base updates and customer-facing help center content.

• Helped reduce customer wait times by 25% through optimized workflows and proactive support.

• Maintained high QA scores through attention to detail and daily peer-review feedback.

Worked as a freelance contributor for Flitto Inc., labelling and categorizing video content based on strict German-language guidelines. Reviewed and validated bilingual audio recordings (German–French) to ensure accuracy and consistency, supporting multilingual AI learning and the development of high-quality language models.

At VeroTours, I guided German-speaking tourists through West Africa, providing interpretation in German, English, and French. I coordinated logistics for cultural tours and administrative visits, ensuring smooth organization and timely execution. By fostering intercultural understanding and clear communication, I built trust with travelers and delivered seamless, memorable travel experiences.