Customer Service Agent

March **** - To present

February **** - February 2020

LAFIF SALMANE

** ****** ** ****** ** CD Casablanca 20440, Morocco

+212-***-****** **************@*****.***

https://www.linkedin.com/in/salmane-lafif-6a6869173 PROFESSIONAL SUMMARY

Dedicated client service professional with over five years of experience as an orientation and information agent at a major airport, assisting passengers with navigating airport facilities and providing essential travel information. Known for delivering warm, efficient, and reliable assistance to a diverse range of travelers, with strong communication skills and a calm, empathetic approach in high-stress situations. Skilled in handling inquiries, resolving issues, and enhancing the overall traveler experience, and eager to bring these strengths to a new client-focused role. SKILLS

Customer Service Excellence

Communication & Coordination

Multitasking & Time Management

Computer skills

Problem-Solving

Attention to Detail

Teamwork

Organization

PROFESSIONAL EXPERIENCE

Armonia Facilities - Casablanca International Airport Airport Orientation Agent

Provided exceptional guest assistance by welcoming and guiding passengers, addressing questions, and ensuring they felt informed and supported in navigating the airport. Delivered up-to-date flight and airport information, assisting passengers with flight schedules, gate locations, and boarding instructions for an efficient airport experience. Managed customer flow and queues during peak hours, coordinating with airport staff to maintain smooth passenger movement and prevent overcrowding. Resolved guest inquiries and complaints professionally and calmly, providing information or escalating issues when necessary.

Supported special assistance needs for passengers with disabilities, elderly travelers, and families, demonstrating empathy and sensitivity.

Mahola Hostesses - Casablanca International Airport Airport Information Desk Agent

Assisted travelers with real-time flight information, terminal directions, and travel-related inquiries, ensuring a seamless customer experience. Resolved complex passenger issues, including delayed flights, cancellations, and lost luggage, by applying exceptional problem-solving skills and providing quick, effective solutions. Guided passengers through emergency protocols, actively supporting airport safety and compliance measures to maintain a secure environment for all travelers. Promoted airport services, such as VIP lounges, retail outlets, and transportation options, to enhance traveler satisfaction and optimize the airport experience. April 2018 - January 2019

2012 - 2016

2011 - 2012

Mahola Hostesses - Casablanca International Airport Airport Orientation Agent

Welcomed and assisted guests, provided information on flights, transportation, and airport amenities, demonstrating high-level customer service skills. Addressed inquiries, solved issues, and provided detailed directions and recommendations, maintaining a courteous and professional demeanor. Coordinated with other airport services to facilitate seamless guest experience, effectively managing high volumes of passengers.

Managed customer flow and ensured the information desk was organized and welcoming, adhering to airport regulations and standards.

EDUCATION

Hassan II University - Casablanca

Bachelor's Degree in Law

Oued Eddahab High School - Casablanca

High School Diploma in Literature

LANGUAGES

Arabic Native

English Good

French Intermediate

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