Customer Service Office

Location:

Posted:

September 14, 2016

Resume:

Dear Hiring Professional:

Please consider this letter of introduction as an expression of my interest in exploring and identifying career opportunities with your organization. My résumé is enclosed for your review and consideration. It provides valuable details regarding my work experience and qualifications. As my résumé reveals, I am a uniquely talented and highly motivated individual seeking the opportunity to utilize my talents and diverse cultural, educational, and work experience to improve operational and administrative processes and bottom-line performance for your organization. I have gained cross-functional leadership and team building abilities and I am exploring career opportunities where I can fully engage my talents and expertise. I have an excellent work ethic and problem-solving abilities that have enabled me to enhance performance and respond effectively to organizational demands. I approach my work with a strong sense of dedication and a clear understanding of client objectives, personnel needs, and organizational goals. I work well under pressure and adapt to the rapid changes present in a client-driven environment.

You will find that I am a strong professional individual with exceptional communication and interpersonal skills. I am capable of working independently or as a cooperative team member, and am highly adaptable to new and constantly changing situations.

Although practical in nature, my résumé cannot convey the enthusiasm and energy I bring to new challenges. I would welcome an opportunity to speak with you to discuss your needs and the ways in which I can contribute. In the interim, thank you for your attention, consideration, and forthcoming response. Respectfully,

Reda Merraouch

Enclosure

Reda Merraouch

1604 Bessemer

El Paso, Texas 79936

915-***-****

****.*********@*****.***

SUMMARY OF QUALIFICATIONS

Accomplished, versatile, self-motivated professional who combines sound time and resource management skills to implement strategic administrative and operational initiatives. Exceptional account management skills with proven ability to inspire confidence in clients and gain trust through attentive service and efficient problem solving. Self-directed professional with polished interpersonal, and organizational skills. Respected by peers and management as a reliable, focused, and hard-working team player with an exceptional work ethic. CORE COMPETENCIES

Experienced Customer/Client Services Experienced Data Entry Training and Certification Experience Microsoft Office Proficient Technology Adept/Savvy Arab and Islamic Cultural Knowledge Amadeus Software Proficient Interpersonal Office Skills Bilingual, Multicultural LANGUAGE LITERACIES

Arabic: Native Fluency: Official/Colloquial dialects (MSA, Moroccan: Darija, Egyptian, Iraqi) English: High Fluency: Conversational proficiency with strong reading, writing, and research skills. French: Moderate Fluency: Sensible conversational capacity with moderate reading and writing skills. EDUCATION

E.S.T.E.P. (International School of Tourism and Hotelery) August 2010-August 2012

Concentration: Travel and Tourism Agent Technician Two-Year Diploma: Vocational Training

Moulay Ismail University, Faculty of Letters and Humanities August 2006-May 2009

Concentration: English literature and language

Two years completed of a Three-Year Bachelor Degree Zitoune High School

August 2003-May 2006

High School Diploma

PROFESSIONAL EXPERIENCE

Alorica, AT&T: Customer Service/Technical Support

December 2015-May 2016

Purpose: to receive and process incoming phone calls for AT&T services with customer requests regarding billing, technical and general customer service inquiries. 3

Duties:

troubleshooting high quality consumer electronics and home appliances

handle complex technical customer issues in an independent, timely and efficient manner while maintaining quality standards for customer satisfaction

Identify, research, and resolve customer issues utilizing various computer systems.

Provide customers with product and service information.

Build rapport with customers, identify customer needs, and provide resolution to problems and inquiries. Holiday Inn, El Paso Airport: Housekeeping

July 2015-December 2015

Purpose: to clean and organize rooms and corridors in a timely and effective manner and to ensure the general cleanliness of the hotel to maximize guest/client satisfaction. Duties:

Replacing used towels and linens with fresh items

Vacuuming carpets and dusting and polishing furniture

Sanitizing bathrooms and restocking guest amenities

Eagerly responding to guest needs in a friendly, efficient manner

Maintaining property common area

ADDITIONAL EXPERIENCE

Dream Haven: Volunteer

January 2015-Present

Purpose: to assist in any custodial, clerical, and personal care duties requested of me to help ensure the facility remains clean and operations as per state requirements. Duties:

• Custodial responsibilities including but not limited to floor, bathroom, bedroom, and kitchen maintenance.

• Personal care responsibilities including but not limited to bedroom linen, hospital bed, and food services.

• Clerical responsibilities include the occasional troubleshooting and repair of basic technical needs of the business, i.e. internet troubleshooting, laptop operating system repair Free Lance Arabic Language Teacher/Tutor

I offer a one-on-one, private language learning experience. I plan and evaluate course content, course materials and methods of instruction according to individual client needs. Typical Teaching Duties:

• Arabic alphabet, grammar, writing, reading, speaking, and listening skills.

• Prepare and deliver lectures to clients on select language and cultural topics.

• Evaluate client’s class work, assignments, and papers.

• Prepare course materials such as syllabi, homework assignments, and handouts.

• Organize and maintain regularly structured and scheduled meeting times, according to client needs. 4

INTERNSHIP EXPERIENCE

Alla Voyage

Meknes, Morocco

Travel Agency Office Intern, April 2012

Tennis Club of Meknes, Association of Tennis

Professionals (Atp) Challenger Tour

Meknes, Morocco

Hospitality Intern, February, 2012

Oualili Voyage

Meknes, Morocco

Travel Agency Office Intern, January 2012

Alla Voyage

Meknes, Morocco

Travel Agency Office Intern, September 2011

Nejma Tours Travel Agency

Meknes, Morocco

Travel Agency Office Intern, June 2011

Kenzi Menara Palace

Marrakech, Morocco

Hotel Intern, April 2011

SUMMARY OF INTERSHIP DUTIES

Travel Agency:

Purpose: served client needs in a timely, accurate, and professional manner while simultaneously gaining valuable business experience through the exposure of the daily operational duties of a travel agent in both large and small travel agencies.

Duties:

Daily engagement with the Amadeus Software

Assisted the office manager in a variety of office and clerical duties, including but not limited to: answering phones and responding to customer/client service needs, filing, making copies, monitoring and responding to email.

Research in a variety of topics, including but not limited to: local popular destinations, local laws and regulations, hotel/car rental/flight/cruises/train/bus/tour/excursion details and coordination.

Assisted in travel booking and event planning.

Hotel/Service:

Purpose: participated in a variety of responsibilities in line with room service and hotel restaurant services to ensure each guest had an enjoyable experience in the hotel. Duties:

Addressing guest requests and room-service requests

Greeting services

Front desk services both face to face and via telephone in order to provide accurate information regarding a scheduled stay, room information, hotel services, and local destination/things to do.

Accepting and delivering room service/restaurant orders

Preparing and presenting guests with their Guest Check

Room attendant services ensuring each guest room received fresh linens and was cleaned and organized according to hotel policies.

REFERENCES:

Local:

Audrey Cisneros

Assistant Instructor

PhD Candidate, Rhetoric and Writing Studies

University of Texas at El Paso

Phone: 915-***-****

Hafed Yaiche

Vice President of Operations