Mohamed Walid Romdhane
Technical Support & Translation Specialist (FR/IT/EN/AR)
ATHENS
Summary
Multilingual Technical Support and Customer Experience Specialist with over 15 years of experience delivering exceptional service to international clients and leading companies such as NVIDIA, Apple, and TikTok AI. Recognized for a strong technical mindset and quick learning ability, adept at solving complex problems and ensuring customer satisfaction through effective communication in multiple languages. Expertise includes technical support across various platforms, KYC verification, AI data training, and back-office operations, consistently achieving high customer satisfaction ratings. Reliable and adaptable, capable of managing diverse support channels while maintaining thorough documentation and fostering collaboration within remote teams.
Overview
17
17
years of professional experience
Work History
LLM Training Agent Tiktok
Taskus
04.2025 - Current
- Train and evaluate large language models (LLMs) for TikTok, with a primary focus on Italian-language content.
- Annotate, review, and validate multilingual datasets to improve model accuracy, relevance, and safety.
- Apply linguistic, cultural, and contextual knowledge of the Italian market to ensure high-quality model outputs.
- Assess AI responses for correctness, tone, policy compliance, and user experience.
- Identify patterns, edge cases, and recurring errors, providing structured feedback to improve model performance.
- Follow detailed annotation guidelines while maintaining high consistency and quality standards.
- Collaborate with quality leads and team members to refine workflows and training processes.
- Support continuous model improvement through precise data labelling and quality evaluation.
Italian Customer Support Agent
Abraserve Limited (Novibet)
01.2023 - 04.2025
- KYC verification & document validation
- AML & anti-fraud support in regulated iGaming
- Transaction & payment issue resolution
- Responsible gaming procedures
- GDPR-compliant customer support
- Multilingual support (IT / EN / FR)
- Delivered customer support within a highly regulated European online gambling environment, ensuring full compliance with KYC, AML, and responsible gaming regulations.
- Performed Know Your Customer (KYC) verification, including identity, age, and document validation in line with regulatory requirements.
- Reviewed and validated customer documentation (IDs, proof of address, payment method verification).
- Supported anti-fraud processes, identifying suspicious activity, inconsistencies, and potential abuse patterns, and escalating cases to relevant compliance teams.
- Assisted with AML-related checks, transaction reviews, and account restrictions when required by policy.
- Handled customer inquiries related to account verification, deposits, withdrawals, bonus conditions, and transaction issues.
- Applied responsible gaming procedures, including self-exclusion requests, limits, and player protection measures.
- Collaborated with Compliance, Payments, Risk, and Fraud teams to ensure accurate and timely resolution of cases.
- Provided multilingual support (Italian, English, French) while maintaining data protection (GDPR) standards.
- Ensured clear, empathetic communication while managing sensitive compliance-related interactions.
Customer support agent
Webhelp Greece
06.2022 - 12.2022
- Providing support at Voyage-Prive for the Italian Market.
- Ability to follow direction, be a team player, assisting with team leading if needed.
Customer and Tech. Support Agent for Apple
Teleperformance Greece
08.2019 - 06.2022
- Provided technical support for Apple devices, resolving software and hardware issues.
- Mentored new team members and maintained top-tier customer satisfaction metrics as a Tier 2 agent.
NVIDIA technical support agent
Conectys
06.2015 - 08.2019
- Customer Support & Issue Resolution
- Level 2 Technical Support (Professional & Personal Users)
- Multichannel Support: Phone, Chat, Email
- Multilingual Support (English, French, Italian, Arabic)
- Technical Troubleshooting: Windows, macOS, Linux
- Hardware & Software Diagnostics
- Customer De-escalation & Stress Management
- Active Listening & Root Cause Analysis
- Knowledge Base & Online Research Utilization
- Remote & Freelance Work Experience
Grupo Noa – Quality Assurance Analyst
Grupo Noa
01.2015 - 06.2015
- Proven ability to handle quality insurance calls as instructed by superior in order to evaluate contacted agents and the quality of their response.
- Ability to follow instructions on calls, handle the call properly using the provided quality grid.
- Freelancer/ remote position
Journalistic translator
ETLEBORO
01.2012 - 03.2013
- Fast learner with strong adherence to translation guidelines and quality standards
- Reliable delivery of accurate translations under tight deadlines
- Proven experience in freelance and remote roles
- Collaborated with fellow translators to ensure consistency in language usage and style across all documents.
- Developed a strong working knowledge of industry-specific terminology through extensive research and continuous professional development.
Italian language call centre representative (CSR)
Transcom Worldwide
06.2010 - 12.2012
- Proven ability to take over 100 inbound phone calls every day.
- Proven ability to handle customer request according to internal set procedure with focus on active listening, cordiality with customer and sense of professionalism.
- Proven ability to make over 100 customer data entry on back office when requested to switch to it.
- Proficient in providing information to customer.
- Hands-on experience in making outbound calls to build customer loyalty and receiving inbound calls for customer support.
- Expert in using the company's database software for data entry purposes (back office, single view, art, cetrix....).
- Expert in using the company's database software for data entry purposes.
- Demonstrated ability to log all notes and follow up information accurately.
- Able to take credit card orders via phone.
- Proven record of managing and tracking the quote to order process.
- Highly skilled in verifying pricing and products.
- Proficient in MS Office Suit
- Quadrilingual – English, French, Italian and Arabic.
- Ability to handle angry customers and stressful situation and turning them into a beneficial situation.
Google – AI / LLM Training Contributor
Project-Based, Freelance
01.2015 - 06.2015
- LLM data annotation and evaluation for Google Assistant
- Intent classification and response quality review
- Guideline-driven labeling and model feedback
Freelance Translator
By Project
01.2012 - 08.2019
- Specialized in localization and SEO-optimized translation, adapting content linguistically and culturally for target markets.
- Apply keyword research, search intent, and localization best practices to improve visibility and engagement in translated content.
- Ensure translated content maintains brand tone, accuracy, and SEO performance across languages.
- Provided professional translation services (English ↔ French, English ↔ Italian, French ↔ English, Arabic translation and proofreading) for Upwork clients, ensuring accuracy, cultural nuance, and timely delivery.Upwork
- Completed multilingual document translation projects, including legal correspondence and general content, often receiving excellent client ratings.Upwork
- Developed skills in proofreading, quality assurance, and interpretation, consistently meeting deadlines and client expectations.
- Reviewed final work to spot and correct errors in punctuation, grammar, and translation.
- Assisted non-native English-speaking colleagues with document editing, improving overall team productivity and communication quality.
- Improved readability of translated materials by employing advanced proofreading techniques and meticulous editing skills.
French language call centre representative
Laser Contact Tunis
01.2010 - 06.2010
- Proven ability to take over 100 inbound phone calls for every day.
- Proficient in providing information, Ability to take credit card orders via phone and sell items over the phone services to clients.
- Ability to process and resolve escalated situations on the phone.
- Expert in using the company's database software for data entry purposes.
- Demonstrated ability to log all notes and follow up information accurately.
- Able to take credit card orders via phone.
- Proven record of managing and tracking the quote to order process.
- Highly skilled in verifying pricing and products.
- Proficient in MS Office Suit.
- Ability to handle angry customers and stressful situation and turning them into a beneficial situation.
computer technician
Cellulaire & Multimedia
08.2008 - 12.2009
- Proven success at providing excellent customer service with a talent for making customer sales.
- Extensive experience in computers and cell phones repairs.
- Conducted thorough testing of newly-installed hardware components to ensure compatibility with existing systems.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Enhanced system performance by conducting regular software and hardware updates.
- Linked computers to network and peripheral equipment.
Education
GED -
CSFMN
Nabeul,Tunisia 04.2001 -
No Degree - Experimental Sciences
Fayala Private High School
Sousse,Tunisia 04.2001 -
Skills
Long experience working as a call centre representative
Proficient with Avaya and other call logging systems
Ability to interface closely with sales, services, and management to ensure customer satisfaction
Ability to operate multiline telephone system
Ability to resolve customer and field service issues
Strong telephone etiquette skills, keyboard and typing skills
Excellent organizational skills
Fast learner especially with software’s
Windows, Mac OS, Android, IOS and Ubuntu proficiency
Excellent verbal, written and listening skills
Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, tech savvy Problem Solving, Multi-tasking
Ticket management
Network configuration
Incident reporting
Hardware diagnostics
Operating systems
Timeline
LLM Training Agent Tiktok
Taskus
04.2025 - Current
Italian Customer Support Agent
Abraserve Limited (Novibet)
01.2023 - 04.2025
Customer support agent
Webhelp Greece
06.2022 - 12.2022
Customer and Tech. Support Agent for Apple
Teleperformance Greece
08.2019 - 06.2022
NVIDIA technical support agent
Conectys
06.2015 - 08.2019
Grupo Noa – Quality Assurance Analyst
Grupo Noa
01.2015 - 06.2015
Google – AI / LLM Training Contributor
Project-Based, Freelance
01.2015 - 06.2015
Journalistic translator
ETLEBORO
01.2012 - 03.2013
Freelance Translator
By Project
01.2012 - 08.2019
Italian language call centre representative (CSR)
Transcom Worldwide
06.2010 - 12.2012
French language call centre representative
Laser Contact Tunis
01.2010 - 06.2010
computer technician
Cellulaire & Multimedia
08.2008 - 12.2009
GED -
CSFMN
04.2001 -
No Degree - Experimental Sciences
Fayala Private High School
04.2001 -