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Work History

March 2015Present

Bpo & Customer service consultant

Arselen Communication LLC
  • Work collaboratively with clients teams lead counterpart to plan and deliver shared services solutions around International payroll and HR admin.
  •  Guide team through documentation of processes
  • Design and implement shared services operating model and including governance and service management along with the service catalog and service level agreements.
  • Set the effective goals aiming for better quality, escalating processes, high speed and efficiency.
  • Work for the staff as well such as motivating and inspiring the staff, providing bonus, rewarding schemes, etc and make exams of their performance statistically and customer feedback.
  • Develop detailed work plans, direct project teams, deliver status, meet deadlines, manage to budget, meet or exceed quality standards.
  • Guide team through problem definition, issue identification and work plan development using problem solving principles and past experience.
  • Work with virtual teams (vendors and clients) in different countries, managing cross cultural issues and keeping a good relationship with them.
  • Ability to meet international travel requirements.
Oct 2013Aug 2014

Claim Officer

Settlefirst Consultancy Dubai

Translation services

Providing translation services from Arabic to English / English to Arabic Providing Arabic language support for team members

Managing specific Arabic cases Supporting Arabic client relationships

Claims Officer

  • Tele calling
  • Field visits and client meetings
  • Sending legal SMS, legal notices and collections letters
  • Understanding of legal implication of legal actions for all products Managing specific Arabic cases
  • Daily collections reporting (collection reports, collectors activities reports & delinquency reports)
  • Update the system regularly for all debtor feedback Achieving your daily target of calls
  • Achieving or exceeding your monthly debt recovery targets
Dec 2012Sep 2013

Contact Centre Executive

ARAMEX Emirates LLC
  • Providing quality responses to customer contacts in person, telephone & email.
  • Dealing with enquiries & answering calls from new and existing customers.
  • Suggesting solutions to customers in a positive manner.
  • Dealing with all escalated complaints and enquiries efficiently and effectively.
  • Communicate promptly any information to customers about their orders.
  • Helping customers to register online and/or to process their orders.
  • Giving customers information about company services and products.
  • Building relationships with customers.
  • Recording all queries and making notes on logging software.
  • Handling difficult and aggressive customers in a professional manner.
Nov 2011Jun 2012

Lecturer of Communication Skills

Algiers University III
  • Implementing Academic and Journalistic Writing and presentation making for communication and Correspondence purposes.
  • Translating different works and keeping present throughout official meetings between University Staff and International Visitors.
  • Involved in the research and designing of new courses and materials. Assessing students’ course work and material.
  • Involved in the set-up of exams and the marking of results.
  • Responsible for the departmental administrative tasks.
  • Providing mentoring, advice and support to students on a personal level. Implementing University research projects and involved in its publication. Carrying out staff appraisals.
  • Prepared monthly reports for senior managers.
  • Actively leading class discussions and encouraging debate.
20082010

Part time  Sales and administrative Assistant

ETB TCE Djahnit Rachid Construction Company
  • Provide general secretarial / administration support to senior managers & Directors
  • Organizing external / internal meetings attending them and taking minutes. Liaising with other staff regulatory authorities, suppliers and clients
  • Responsible for answering & screening telephone calls & face-to-face enquiries.
  • Making appointments and arranging travel and accommodation.
  • Raising purchase orders, expense claims and arranging invoices.
  • Maintaining and enhancing the working environment of the department.
  • Carrying out routine administrative duties like photocopying and filing etc.
  • Writing reporting and briefing papers and making presentations. Promoting a professional image of the company.

Education

20072011

BA English Language and Literature Studies

Algiers University II

(English for General and Specific Purposes/ Communication skills, Academic Writing and Oral Expression/ Phonetics and Phonology (British RP Skills)/ Teaching English as Foreign Language/ British-American and African Studies – Civilizations and Literatures)

20062007

High School Baccalaureate

Arezki Kehal High School

baccalaureate Exam in languages and humanities 

Skills

COMMUNICATION, LANGUAGES & Translation

English= Fluent  or near native (UK, US accents)

Arabic= Native    MENA

French= Fluent    France and Quebec accents

IT

CRM / Windows/ MS Office /

Areas of Expertise
  • Office procedure
  • Data management
  • Administrative work skills
  • Influencing, public speaking and diplomatic  Negotiating
  • Consulting and decision making