SOUMAYA DRIOUIL

Contact

PHONE: +974********

EMAIL:

adzhbm@r.postjobfree.com

Profile

- Enthusiastic customer service

professional with 15 years of

experience

- Skilled communicator and listener

with a knack for remedying conflict,

and keen organizational skills which

allow for effective delivery of

outstanding service.

- Excellent communication skills

focused on understanding customer

needs and developing resolutions

- An unwavering commitment to

customer service, with the ability to

build productive relationships, resolve

complex issues and win customer

loyalty

- Customer-focused with capacity to

foster positive rapport effectively by

meeting customer requirements and

providing exceptional service

- Being organized, adaptable and

maintaining a cheerful demeanor

- Prospecting and Business

development with excellent skills

- Positive attitude, energetic approach

and self-motivated

SKILLS

- Communication

- Critical Thinking

- Problem Solving

- Customer Service

- Accounting

- Conflict Resolution

- Client Relations

- Leadership

WORK EXPERIENCE

2021 – Present

Senior Customer Services Agent - HIA Customer Contact Center, Hamad International Airport.

Handle calls and emails queries and complaints in a timely and effective manner.

Monitor social media pages.

2013 – 2021

Senior Customer Services Agent - HIA Terminal

Operations, Hamad International Airport.

Communicate directly with customers on the floor and ensure their travel experience is pleasant, and memorable, and to mediate any situations that may have escalated.

Work with the shift supervisors dealing with customer queries and complaints assist in various duties as deemed necessary by CSS, handling different tasks which are monotonous in nature on a daily basis.

Insure that the facilities are always in an excellent state to meet the standards, in case of any failure in any of the terminal utilities to be reported to the relevant department immediately and to inform the CSS in charge.

2005-2006

Customer Services Supervisor

Golden Tulip Farah Hotel – Casablanca

2006-2008

Customer services supervisor

Atlal Hotel – Saidia

Languages

Arabic

English

French

Spanish

Korean

Chinese

Computer Knowledge

EXCEL

POWER POINT

OTIS

FIDELIO

HOP2000

2008-2012

Customer Services Manager

(Promoted to manager position )

Ibro Star Hotel – Saidia

Managed a team of 18 customer service associates and lead weekly discussions to set goals as individuals and as a team. Being the first point of contact for customers and clients, and providing them with the highest service standards to ensure the company has a good reputation and good feedback is received. EDUCATION

2003: Flight Attendant Diploma, Esarc stud-air - rabat. 2001: University degree in Economics and Accounting. Abdul Malik Al - Saadi University - Tangier.

1999: Bachelor of Technology/ BTAS Program

Jabir ibn Hayan College- Tetouan

CERTIFICATES

Aviation security

Data protection and Privacy awareness

General Security Awareness

Hazard Awareness

Human Factor

Influencing Skills

Safety Managements System

Service Excellent

Public speaking

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