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Summary

Customer service and sales professional with over 15 years progressive management and leading experience in the hospitality industry.

Well presented, Enthusiastic, with strong interpersonal skills in building team to deliver high standard services.

Able to quickly understand complex concepts, Innovative problem solver, turn ideas into logical strategies, and implement systems that optimize productivity, sales, and customer satisfaction.

Work experience

20132016

Duty Manager

ICONIA services, Morocco

Ensuring that managers and customer service representatives are providing high standard service.
Coordinating all staff and allocating targets to ensure that all enquiries are responded to.
Resolving customers complaints regarding sales and service.
Developing service procedures, policies and standards.
Analyzing the team and their functions implementing new systems and processes where necessary.
Assisting in shifting the mind set of the team to a pro-active more sales mind set.
Coaching teams in call techniques in order to optimise sales.
Setting daily and monthly KPIs for all staff.
Evaluate staff performance against set goals and KPIs.
Liaising with marketing to ensure the successful implementation of initiatives.
Assist with the recruitment and training of staff.
Delegating duties, Assisting store managers and routing sales productivity reports to staff. 
Handling cash and end of day checking 
Managing stores cleanliness and organization.

20112012

Team Leader

EMIRATES AIRLINES, UAE

Providing daily leadership to customer service staff to meet customer expectation, Ensuring timely processing of customer orders(Booking, Refunds, Changing tickets), resolving customer complaints, Providing directions to team to ensure customer service calls are answered in a timely, efficient and knowledgeable manner in accordance with the company policies.

20102011

Senior Sales and Customer service representative

OUTSOURCIA, Morocco

Customer Portfolio Manager for a tour operator TRAVEL up-selling additional products, advices, and assisting customers in complying with their booking formalities.

20092010

Senior Sales and service Agent

ARVATO GROUP, Morocco

Easyjet Airlines Customer Service Agent: Representative of the company and managing its customer's portfolio using a number of reporting tools and databases. Booking, Payments, Refunds, Advices and dealing with customer complaints in accordance with the company policies.

20072008

Business Manager

Peindom, Morocco

Monitoring painting and interior design activities and managing production team.

20052006

Production Manager

SEFCAM AERONAUTICS, Morocco

Managed over 100 employees, developed and set up company policies and production procedures. Ensuring the availability of human and material resources and daily direct contact with AIRBUS executives to update business plans.

20012004

Production Manager

MAGHREB KAHRABA, Morocco

Supervising the production operations, reducing manufacturing budget in addition to establishing different production chores needs.

19992000

Costing Manager

ROYAL CATERING, Morocco

Establishing meal & beverage prices for many airline companies(Emirates, British airways, Air France, Sabena, Alitalia…), interacting with customers, organising, leading and motivating the catering team, planning menus in consultation with chefs, ensuring health and safety regulations and establishing financial targets and forecasts.

19961998

Team Manager

LABOUCHEIX, Morocco

involved in inventory, budget, solving problems and evaluating employees.

Education

19931994

Baccalaureate Degree in English Literature

OMAR IBNOU AL KHATAB COLLEGE
19951999

BACHELOR DEGREE IN BUSINESS ADMINISTRATION

International Business Institute
19951996

Computing

ICF

Certificates and Badges Online.

Santa Clara University : Business Ethics for the Real World/ Ethics for Managers.

Columbia University NY : Information and knowledge strategy/Enterprise risks Management/Global Human Capital Trend.

Colorado State University : Science of Relationships.

University of Central Florida :Tourism Industry Analysis.

Barry University : Safety Function Action For Disaster Responders.

Emirates Aviation College : Information Systems Protection/Employee Assistance Center and Protecting Payment Card Information.

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