LALLA MERIEM EL IDRISSI

Professional Summary

An organized, results-oriented Customer Service Professional with an excellent track record of significantly increasing service quality, sales and customer base. Outstanding communication, relationship-building and influencing skills; competent in building customer relationships which inspire confidence and loyalty. A highly efficient individual with extensive team leadership experience, able to adapt well to new environments and learn new processes quickly to achieve outstanding results. Strong ability to multi-task and prioritize, and able to organize, train and monitor teams. Seeking a new, challenging role.

Work History

ETIHAD AIRWAYS - Performance Team leader

02/2014 - 06/2017

• Duties & responsibilities: Lead, Motivate & Monitor team ensuring compliance with set standards of customer service.

• Daily management of the team Performance.

• Monitor, Handles Global Contact Duty desk emails assisting all EY networks.

• Managing and recording attendance and lateness of staff.

• Support Network Flight center with flight disruptions and reports.

• Provide on the job coaching for new joiners and the team members.

• Help to achieve revenue and customer service targets in support of overall departmental targets.

• Arrange one to one meeting with team members to brief their performance.

• Prepare one-to one score cards and reports.

ETIHAD AIRWAYS – Call center Agent

01/2011 - 02/2014

• Assisting the Migration team, while migrating from Amadeus to SABRE

(BIG SWITCH).

• Handling complains and offering floor assistance to the Global Contact Center agents in 3 languages (Arabic, English and French).

• Attending to guest calls and provide first call resolution ensuring compliance with set standards and procedures in order to optimize guest satisfaction and achieve revenue and customer service individual targets.

addnfl@r.postjobfree.com

+974********

Marina Street, Q Tower, 201, Lusail, Doha

- Qatar

Skills

• Administrative, Arabic, clerical,

coaching, Computer Technician, client,

clients, excellent customer service,

customer service, delivery, English, fax,

faxing, filling, French, letters, logging,

Managing, market, materials, meetings,

office, Migration, Network, networks,

policies, processes, proposals, quality,

quality improvement, receiving,

recording, SABRE, sales, scanning,

speech, staffing, SWITCH, Team work,

phone

Education

2008

Polytechnic

Marrakech, Marrakesh-Safi

Diploma: Secretarial Computer

Technician

• Computer Technician

• High School Level, technique de

Gestion Administrative

• Providing first call resolution for all guest enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance.

• (AMADEUS and SABRE).

• Complying with set standards of customer service (e.g.

• quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty.

• Keeping up to date on EY products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.

• Achieving individual revenue and customer service targets to support delivery of team/departmental targets.

• Supporting implementation of new technology and work methods to sustain ongoing process and quality improvement processes.

• Maintaining data protection and confidentiality for both staff and customers.

• Supporting other departmental functions as required (e.g.

• ticketing & E- Services desk, preflight checks, service desk, etc.). SKY CONFERENCES & EXHIBITIONS - Sales Executive

03/2010 - 12/2010

• Service existing client base.

• Prospection of the market for potential clients.

• Assistance in sales points.

• Seek out and develop new business.

• Compose & generate client proposals.

• Provide excellent customer service before and after sales.

• Ensure completeness in delivering services.

• Team work with staffing manager, event staff & regional/operations manager.

• Report to operations manager.

• On-site event work.

SAIF DENTAL CLINIC Hamdan St, Abu Dhabi - Receptionist cum Secretary

12/2008 - 02/2010

• Responsible in answering phone calls and transfer to concerned person.

• Responsible in receiving and logging all - important documents and transmit to concerned staff: (mails, letters, fax).

• Responsible to remind doctor for all - important appointment.

• Responsible to contact client to confirm appointment to the doctor.

• Responsible to receive patients, keep treatment record, send bills, receive payments, and order dental supplies and materials.

• Responsible in handling petty cash.

• Responsible for housekeeping cleanliness of pantry and office facilities.

• Responsible for depositing cheques and withdrawing cash when necessary.

• Maintaining complete and accurate filling.

• Assigned in issuing invoice and follow up payments.

• In charge of general clerical duties such as scanning, faxing and photocopying essential.

Accomplishments

• To achieve acquired skills to benefit the organization and to promote self growth and achieve by working with dedication and efficiency.

• I am willing to give my quality service to company and customers, and I am willing to undergo trainings.

Personal Information

Birth date : January 21, 1985

Family status : Married / 2 Child.

Visa : Husband's Visa.

Mobile: +974******** / Email: addnfl@r.postjobfree.com

Languages

• Arabic: Mother Tongue

• French: Fluent

• English: Fluent

References

• References: Available upon request

.

Contact this candidate