Customer Service Guest

FATIMA EZZAHRA TOUFAHI

SUMMARY

Result driven, hardworking, self-motivated and passionate professional with more than 7 years of professional experience seeking an opportunity where I can use my skills in line to contribute to the growth of the organization as well as promote my own personal development and future success.

Address : Marrakesh Morocco

Tel : +212*********

E-mail : *.*******@*******.**

LANGUAGES:

ARABIC:

Mother language

FRENCH: Fluent

ENGLISH: Fluent

WORK

EXPERIENCE

Sep 2014 GUEST SERVICE AGENT.

Oct 2020 ETIHAD AIRWAYS

Greeted guests at check-in counter and engaged with them in conversations while managing check-in

process.

Streamlined check-in process to decrease wait times and increase customer satisfaction.

Investigated guest challenges and sources of

dissatisfaction to offer timely resolution to achieve and retain customer satisfaction.

Delivered excellent customer service in accordance with Etihad Airways values and requirements.

Contributed in Revenue increase by selling upgrades and other airline services. (Better seats and lounge access).

Identified safety risks in accordance with risk assessment process and took swift action by reporting them to the concerned departments.

Jan-2013 ARTS AND ACTIVITIES ASSISTANT MANAGER.

Feb-2014 ARTBEAT ABU DHABI

Preparing the studio before every event.

Going through the event plan with the manager and assist in preparing ideas.

Demonstrating art and activities during the event.

Assisting with any changes that may take place in real time.

Supervising the event and taking notes (positive and negative)

Ensuring the success of the event and contributing in its highlights.

Ensuring guests satisfaction and taking their feedback.

Using guests feedback to consider for next event. Jul-2012 PHOTOGRAPHER.

Dec-2012 BIC LLC WEST AFRICA

In charge of the showroom and events photography.

Choosing and setting up camera locations.

Select and set up appropriate props, backdrops and lighting.

Planned and prepare for all on-location and studio shoots.

Taking photos for the company catalogue.

Meeting project deadlines.

Coordinating between company and clients regarding project needs.

Nov-2010 RESTAURANT MANAGER

Apr-2012 GOURMAND MOGADOR ESSAOUIRA.

In charge of a team of 9 staff who I brief before every shift.

Supervising the operation and kitchen.

Coordinating with the vendors.

Managing stock control and replenishment process.

Ensuring a high level of customer service is provided by all staff.

Ensuring all our served items are up to restaurant standards.

Guest satisfaction is a top priority.

Debriefing the team at the end of duty.

Oct-2013 SPA MANAGER.

Nov-2014 HOTEL ET SPA DOUAR AL HANA, MARRAKESH

Leading a team of 12 (masseuses, reception, Hammam and swimming pool staff) to deliver 5 star customer service at luxury hotel spa

Ensuring “wow” experiences to the customer – through delivering on our promise of beautiful products and inspiring service

Inspiring and motivating the team by setting clear vision of service expectations and leading by example

EDUCATION

2002 ALPHAMODE SCHOOL, MARRAKECH, MOROCCO

DIPLOMA IN FASHION DESIGN

1999 ALPHAMODE SCHOOL, DIPLOMA IN FASHION CREATION 1993-1997 ESSADA PRIVATE HIGH SCHOOL, MARRAKECH,

MOROCCO

SKILLS

Excellent communication.

Problem analysis/solving.

Customer satisfaction.

Dependability

Conflict resolution.

Decision-making.

Positive attitude.

Taking responsibility.

Empathy.

Teamwork.

Adaptability.

ACHIEVEMENTS

Etihad Airways.

Star of the month award 9 times.

2 ND best seller award.

Certificate of appreciation

Certificate of recognition

RÉFÉRENCES

Laura De la Osa: Etihad operations supervisor +971*********

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