Dounia Lachehab Email: email@example.com
Very good in Microsoft Office (Word, Excel, Outlook, PowerPoint).
Ability to work under pressure within a teamwork and strong orientation.
Time Management and strong organizational skills.
Excellent communication skills.
Reliable, flexible & innovative with the working environment.
Communication & Interpersonal Networking, Team Building, Decision Making, Group Dynamics & Synergy.
Sales Assistant - DataExpress, Morocco May 2016 – Present.
Assisting customers in order to help them find what they need, Advising & serving customers, processing payments.
Ensuring stock levels are well maintained and promoting store cards or special offers.
Providing customers with information on pricing and product availability.
Handling customer complaints and collecting feedback.
Ensure high levels of customer satisfaction through excellent sales service.
Maintain outstanding store condition and visual merchandising standards.
Recommend and display items that match customer needs.
Manage point-of-sale processes
Actively involved in the receiving of new shipments.
Keep up to date with product information.
Accurately describe product features and benefits.
Follow all companies’ policies and procedures.
Global Call Center, USA, Los Angeles May 2014 - February 2016
Customer Service Assistant Manager
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews .Conducting market research and competitor analysis, devising counteractive strategies, formulating reports and forecasts.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Identifying target customers and consolidating existing clients through aggressive marketing and retention strategies.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Provides information about warranties, manufacturing specifications, care and maintenance of merchandise.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Nasser Bin Khaled Automobiles, Doha, Qatar October 2011 - March 2014
Receptionist (Meet & Greet)
The company is the authorized distributor of Mercedes Benz in Qatar.
Utilizing all available resources to optimize standards of sales, volume distribution and customer service in addition to implementing sales and marketing plans
Conducting market research and competitor analysis, devising counteractive strategies, formulating reports and forecasts
Utilizing all available resources to optimize standards of sales, volume distribution and customer service in addition to implementing sales and marketing plans with due stress on target consumer population.
Identifying target customers and consolidating existing clients through aggressive marketing and retention strategies.
Identifying target customers and consolidating existing clients through aggressive marketing and retention strategies, expanding local business reach by penetrating virgin markets.
Provides information about warranties, manufacturing specifications, care and maintenance of merchandise.
answered customer queries regarding the store and the merchandise
Greeting customers formally and found out their customer needs
Grand Hyatt Hotel, Doha, Qatar February 2009 - September 2011
The one of the largest most prestige's chain of Hotels, located in the side of the business hub in Doha, Considered as one of the new established well people oriented Hotel in Doha
Deliver excellent customer service at all time
Assist in keeping the recipient’s area tidy and clean at all time.
Dealing with all inquiry with a professional and courteous manner in person, phone, or via E-mail.
Administer all reservations, cancellation and no-shows, as per company policy.
Keep update on all promotions and hotel pricing, to inform guest and maximize the bedroom sales occupancy.
Fulfill all guest reasonable request to insure there comfortably, satisfaction and safety.
Conduct all security checks and report any security issue to the direct line manager.
Report any maintenance issue to the direct line manager.
Provide reports to housekeepers and managers.
Being responsible as a first point of contact for future guests and current guests
Maintaining personal knowledge by completing in house training.
Be involved and contribute in staff meeting and board discussions.
ZARA, Casablanca, Morocco February 2007 - December 2008
Well know multinational fashion shop located in the heart of Casablanca shopping district.
Ensure that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service.
Maintain an awareness of all promotions and advertisements.
Assist in floor moves, merchandising, display maintenance, and housekeeping
Assist in processing and replenishing merchandise and monitoring floor stock.
Aid customers in locating merchandise.
Communicate customer requests to management.
Assist in completing price changes within the department.
Participate in year-end inventory and cycle counts.
Assist in ringing up sales at registers and/or bagging merchandise.
Any other tasks as assigned from time to time by any manager.
Cabin Crew Diplomat, Casablanca, Morocco December 2007
Bachelor level in Experimental Sciences, Casablanca, Morocco June 2005
Training and Certifications:
July 2012: Customer Service Management, NBK Training.
April 2012: Customer Behavior Seminar, Spear Head Certification on CRM
Gender : Female
Nationality : Morocco
Visa Status : Family Residence Visa
Languages : Arabic, English & French.
A professional with 11+ years of diverse experience, I would describe myself as an intelligent and vibrant person. I take strong interest in travelling and working with diverse cultures.
I know it takes hard work and dedication to be successful. I evaluate my success by doing frequent self-evaluation, accepting constructive criticism and constantly working on weak points identified.
I am a candidate that is self-motivated coupled with challenges and assessing situations and finding solutions
The challenges I am seeking for in a post are, to be successful, bring about changes and uplift the image of the company.
I do believe that I have the sufficient skills and knowledge to perform this job role and its tasks.