Nihad Bahri

Claims Specialist – AirCover | Airbnb

Manage and assess guest and host claims under the Airbnb AirCover protection program, ensuring fair, accurate, and policy-compliant resolutions.

Investigate complex cases involving property damage, booking issues, and financial disputes, applying structured analysis to determine eligibility and outcomes.

Review supporting documentation and evidence from multiple parties to ensure consistent, objective, and unbiased decision-making.

Communicate decisions clearly and professionally to users while maintaining high levels of empathy, neutrality, and policy adherence.

Collaborate with internal Trust & Safety and operations teams to escalate high-risk or sensitive cases when required.

Maintain strict compliance with internal policies, fraud prevention frameworks, and data protection standards.

Operate in a high-volume, time-sensitive environment while consistently maintaining strong KPIs and performance metrics.

Demonstrate fast adaptability to new processes, tools, and workflows, quickly mastering internal systems.

Utilize enterprise platforms including Salesforce and Jira for case management and operational workflows.

Strong understanding of fraud detection, AML (Anti-Money Laundering) principles, and security risk patterns, supporting accurate identification of suspicious activity and scam prevention.

Solid knowledge of the Italian energy and billing market, enabling effective identification and prevention of billing-related scams and fraudulent claims.

Content Moderator | Foundever

Contributed to a high-impact global content integrity initiative for a major social media and e-commerce platform, utilizing tools and systems from the ByteDance ecosystem from pre-launch through full-scale operations.

Reviewed and managed hundreds of listed items daily, ensuring compliance with marketplace policies and actively preventing fraudulent, counterfeit, and prohibited products from being published or sold.

Consistently achieved over 99% accuracy in high-volume content and listing moderation, demonstrating strong attention to detail and policy adherence.

Provided shadow training and onboarding support to new moderators, improving team consistency, decision accuracy, and operational efficiency.

Applied strong analytical judgment and risk assessment skills when evaluating content and product listings under strict time constraints.

Demonstrated advanced proficiency in moderation tools (including PBR systems), ensuring efficient workflow management and high productivity.

Collaborated with cross-functional teams while maintaining strict confidentiality, data protection, and compliance standards.

Sales & Customer Advisor | Accueil SRL

Managed high-volume client outreach (300–400 calls daily), promoting and selling energy and gas bill reduction solutions across multiple major energy providers in Italy.

Worked across three different strategic projects for leading energy companies, including Eni, A2A, and A2A Energia / Acinque Energia, consistently achieving strong sales performance across each campaign.

Delivered clear and structured explanations of complex billing and contract information, adapting communication to customers with varying levels of understanding.

Built strong customer relationships through a consultative sales approach, focusing on trust, retention, and personalized financial benefits.

Utilized HubSpot CRM to manage leads, track customer interactions, and optimize the sales pipeline.

Operated internal outbound and inbound systems (including Watson and Microsip) to efficiently manage high-volume customer engagement.

Handled sensitive customer data and account information responsibly, ensuring strict compliance with privacy and operational procedures.

Consistently maintained a results-driven performance, balancing productivity with high-quality customer interaction and conversion focus.