Laila Nini
Dublin,Ireland
Summary
Hardworking and motivated customer support professional with a strong commitment to prioritizing customer needs and delivering effective solutions to queries and issues. Adaptable and comfortable working in fast-paced, constantly changing environments. Eager to learn, grow, and take on new responsibilities, with a proactive attitude and excellent communication skills.
Overview
6
6
years of professional experience
2012
2012
years of post-secondary education
Work history
Customer Support - User Support
TikTok
Dublin
2025.01 - Current
- Provide customer support to users, creators, and businesses by resolving account, technical, content-related, and safety issues, ensuring a seamless platform experience.
- Handle account and login issues, including access recovery, verification, and troubleshooting authentication problems.
- Deliver safety and privacy support by addressing user concerns, reporting violations, and guiding users on platform policies and best practices.
- Offer general user assistance across a wide range of inquiries, ensuring timely and effective resolution.
- Leverage multilingual skills (Arabic, Italian, and French) to support diverse users and enhance communication across different markets.
CoreOps specialist Arabic and Italian
TikTok
Dublin
2022.11 - 2025.01
- Review and classify advertising content in accordance with TikTok Ads policies, regulatory requirements, and standard operating procedures to ensure compliance and safeguard platform integrity.
- Collaborate with cross-functional teams to complete assigned tasks efficiently, contributing to smooth workflows and overall operational effectiveness.
- Proactively identify opportunities to improve policies, guidelines, and review processes at scale, enhancing quality, consistency, and operational performance.
- Support Ads Escalation projects by managing high-priority and sensitive cases escalated by clients or government entities, conducting thorough investigations into potential policy violations.
- Apply in-depth market knowledge of Arabic regions—including Saudi Arabia, Bahrain, Kuwait, Oman, Qatar, the United Arab Emirates, and Maghreb countries—to ensure culturally and religiously appropriate content assessments.
Community operations analyst
Covalen
Dublin
2021.05 - 2022.11
- A Community Operations Analyst collaborates closely with the Client Support Services Manager and the Operations team to ensure effective workflow, issue resolution, and alignment with business objectives.
- Resolve user inquiries through the ticketing system accurately, efficiently, and within established timeframes.
- Utilize market-specific knowledge and insights to identify scalable solutions that enhance support for our user community.
Credit controller
Ups
Dublin
2020.04 - 2021.05
- Oversee account management to ensure prompt daily settlement of outstanding invoices
- Resolving issues related to invoice payments and reconciling complex month end accounts
- Ensure high customer satisfaction and loyalty
- Ability to communicate in an efficient and friendly manner with customers
- Target 30 per day; phone calls (take payment over the phone by card) and calls to chase customer for payment (invoices outstanding)
- Assisted the training of graduate interns in development processes
Education
Master's degree - Business relations
University of Modena and Reggio Emilia
Modena, ItalyBachelor's degree - Economics and International Marketing
University of Modena and Reggio Emilia
Modena, ItalySkills
- Interpersonal communication
- Multicultural education
- Strong organizational skills
- Microsoft office
- Calm under pressure
- Multilingual
LANGUAGES
Arabic Native
English Proficient
French Advanced
Italian Native
Affiliations
- cooking, baking, hiking, reading, travelling
Timeline
Customer Support - User Support
TikTok
2025.01 - Current
CoreOps specialist Arabic and Italian
TikTok
2022.11 - 2025.01
Community operations analyst
Covalen
2021.05 - 2022.11
Credit controller
Ups
2020.04 - 2021.05
Bachelor's degree - Economics and International Marketing
University of Modena and Reggio Emilia
Master's degree - Business relations
University of Modena and Reggio Emilia