Customer Service Sales

BRAHIM AZZOUBAIRI

*** *. **** ******, ****. Poblacion

Mandaluyong city. Philippines 1501

Contact No. : +639**-***-****/ +639**-***-****

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

Objective

Looking for position to work in tandem with a team in a challenging and competitive environment where I could improve my personal skills, abilities and put them to use for the development of the company.

Summary

Starting working in one of the Best French Call Centers in Morocco, for 1 year as a French Travel Consultant as my first job 2011 to 2012. Then after 3 months I’ve been recruited in Mohammed International Airport as a Ground Staff Team Leader. It was a good experience to develop my skill as time management,keys to successful team work as well my communication skills and my leadership skills, after 2 years I decided to improve my career in high level of customer service industry. I got selected to work in one of the Best Airlines in the world Qatar Airways as a Guest Service Agent I learned more skills as working under pressure and dealing with deadlines. As well handling VIP’S Passengers and Guest complaints Etc. Then After 2 years I’ve decided to moved in Philippines to explore more about my careers and get close to my dream job. I started working in Intercontinental Hotels Group as a Multi-lingual Reservation Sales Specialist to improved more my knowledge and skills.

Skills & Trainings

•Maritime Course

•Cabin crew or flight attendant studies (safety and security, first aid, general aviation courses)

•Passenger Handling Course

•Handling Passenger With Reduced Mobility

•Airside Safety Awareness

•Dangerous Goods Course

•Electric Cart Basic Operation

•Service Excellence Workshop

•Treating Bomb Calls

•Certificate of Attendance

Personal Information

Date of Birth : October 07 1993

Nationality : Moroccan

Sex : Male

Age : 24 years of age

Civil Status : Single

Professional Background

Company Name : INTERCONTINENTAL HOTELS GROUP

(SC RESERVATIONS INC.)

Job Title : Multi-lingual Reservation Sales Specialist

Date : February 2018 – Up to present

•Job Summary :

Provide and industry leading voice reservation experience by handling guest via phone and other mediums to match products with guest needs resulting in revenue generation,brand preferences and customer loyalty. Champion brand hearted behaviors by demonstrating brand knowledge brand passion and brand pride. Consistently strive to meet or exceed defined performance expectations as set by management Inspire loyalty and build rapport with our Guests, Business Partners, Hotels Partners and Corporate employees through personalized and efficient service driven by the customer needs. Use creativity to proactively find solutions to drive results take accountability and listen to ideas and feed back of others. Demonstrate a self motivated positive, “ i want to “ attitude with a willingness to take a new challenges. Responsive to coaching and feedback. Adapt well to changes in situation and task while sensitively responding and supporting others.

•Job Accomplishment :

I have most notable accomplishment in my career with IHG Company when I exceed management expectation by making a huge Gross Revenue per call handle that reach 1500 US Dollars. In addition I was able to provide all my experiences as my knowledge to new joiners to understand the Company Policies related to sales and specially teach them the best techniques that I gain to purchase and most important to anticipate guest needs to provide an excellent service to get a good sales.

I was so happy to see my Managers proud of what I’m doing as well to have new colleagues that exceeding and matching the guest and management expectations.

Company Name : QATAR AVAITIONS SERVICES

QATAR AIRWAYS

Job Title : Customer Service Agent

Date : November 2015 – July 2017

•Job Summary

•Assisting VIP’s, premium first and business class, passenger with reduce mobility.

•Take responsibility for individual safety and security issues

•Liaising with customers and their representatives in an extraordinary manner to ensure premium first class service.

•Ensure disembarking passengers requiring wheelchair are taken to the arrival hall and cleared through all immigration, baggage claims (if any) and customs formalities.

•Liaising with Ground handling team (General Aviation) to ensure a seamless operation.

•Answering telephones and emails as required.

•Dealing with complains

•Job Accomplishment :

My Greatest accomplishment that I’ve done in my whole period with Qatar airways was getting 10 Appreciation letters and 3 of them from VIP’S Passengers. I was so proud of myself to provide an excellent service to our Guests to present a Good Image of my company in a great way. As well the feedback that I received from My Managers and Senior Vice President regarding my excellent service.

Company Name : Mohammed v international Casablanca –morocco (office national des aéroports)

Job Title : Team Leader Ground Staff

Date : September 2012 – September 2013

•Job Summary

•Maintain and generate reports as required.

•Handling multi-products and services as required by the organization.

•Respond to customer queries over the telephone, email, fax and web chat.

•Conduct Agent briefings as required.

•Monitor daily attendance as required by the Team Leader.

•Making reservation (Galileo system).

•Provide personalized customer service at the highest level.

•Job Accomplishment :

I would like to say that it was my greatest accomplishment in my career because I jumped a big step from a Simple Agent in Customer Service to big role in Aviation Industry. Ii was handling all Department and Managing between them to make all our Guest comfortable as well happy to be in their second home before they reach their family for holidays or business. One day I had to handle 3 flights canceled with my team it was hard to deal with 1,200 Passengers at the same time we do our best to make all of them happy. As well to ensure to get on board as soon as possible and most important avoiding any our complains that may cost out company millions of dollars. We provide free calls meals as well accommodation. I was so happy when I saw our Guest smiling and appreciating our service as well I received appreciation from my Managers for being efficient in solving the problems and saving the image of the company.

Company Name : WEB HELP (French Call Center)

Job Title : FRENCH TRAVEL CONSULTANT

Date : August 2011 – August 2012

•Job Summary

•Obtains client information by answering telephone calls; interviewing clients; verifying information.

•Determines eligibility by comparing client information to requirements.

•Establishes policies by entering client information; confirming pricing.

•Informs clients by explaining procedures; answering questions; providing information.

•Maintains communication equipment by reporting problems.

•Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.

•Updates job knowledge by studying new product descriptions; participating in educational opportunities.

•Job Accomplishment :

My greatest accomplishment when I was working in Call Center French Travel Consultant was handling too much calls and provide all information needs by Customer regarding traveling packages as well helping them to find the best price, plus insuring the quality service, company policies. It was really a great accomplishment as it was my first one in my career.

Background Education

September2013--May2015:

•College Graduate in tourism and aviation industry at ESARC STUDAIR Academy - RABAT – MOROCCO

SUBJECT :

•Tourism, Hospitality, Customer service

•Ground handling training (aviation industry)

•Cabin crew or flight attendant studies (safety and security, first aid, general aviation courses)

•Food & Beverage Management

september2009—July 2012:

•High school degree/ baccalaureate from MoulayTaibe Alawi Sale-Morocco

Subject :

•Math, physics

Language Skills

Arabic : Mother Tongue

French : Fluent

English : Fluent

Spanish : Average

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