Executive Assistant with Luxury Hospitality Expertise

Marouane Dahman

Chargé(e) d'Assistance Anglophone

***.******@*****.*** +212********* El Jadida, Morocco linkedin.com/in/marouane-dahman SUMMARY

Multilingual and bilingual in French and English professional with a strong sense of service, seeking to join Wafa IMA Assistance as a Chargé(e) d'Assistance Anglophone. Expert in crisis management, multi-channel customer service, and call handling, with a focus on delivering empathetic client communication and professionalism. Proven ability to maintain high service quality while following strict company procedures in fast-paced environments. PROFESSIONAL EXPERIENCE

Jannat Beauty, Customer Service Specialist 05/2022 – Present El Jadida, Morocco

•Manage a high volume of daily multi-channel customer inquiries, including email, chat, and phone, ensuring all client transactions are processed with 100% accuracy and high reactivity to urgent needs

•Resolve 30+ escalated complaints weekly using active listening and solution-oriented problem solving (96% satisfaction).

•Maintain strict procedural compliance while utilizing digital tools to optimize service quality and operational workflows.

Marrakech Ryads Parc & SPA,

Guest Relations & Customer Service Specialist

10/2018 – 03/2022 Marrakech, Morocco

•Supervised high-volume reception flows and premium assistance for 150+ international arrivals daily.

•Coordinated cross-functional teams to resolve complex documentation issues and ensure smooth guest workflows.

•De-escalated high-pressure situations for international groups, maintaining a consistent 95% satisfaction rating.

•Managed high-volume incoming calls and provided expert client support, ensuring high-quality written and spoken communication in both English and French.

Hotel Florence, Front Desk Agent 02/2011 – 07/2016 El Jadida, Morocco

•Executed seamless digital check-ins and managed detailed billing for 80+ international travelers daily.

•Acted as primary point of contact, ensuring adherence to corporate standards and regulations.

•Leveraged 4-language proficiency (English, French, Arabic, German) to provide empathetic, personalized assistance. SKILLS

Excellent Written & Spoken Communication

Conflict De-escalation & Problem Solving

Service Quality & Strict Procedural Compliance

Bilingual in French and English

Active Listening & Empathetic Communication

Handling Incoming Calls & Inquiries

LANGUAGES

Arabic

German

English

French

EDUCATION

Technician Diploma in Sales Techniques,

Ecole Centrale D'Informatique et Tourisme

11/2016 – 07/2018 Rabat, Morocco

Housekeeping Diploma, ISTA - Specialized Institute of Applied Technology 10/2009 – 07/2010 El Jadida, Morocco Secondary School Studies, Lycée Al Qods 09/2007 – 07/2009 El Jadida, Morocco

— Native/Bilingual

— Conversational

— Fluent

— Proficient

Contact this candidate