Ameni Antoul
Dubai
Summary
Self-confident and ready to take on new challenges in my career. Trustworthy and organized professional with strong leadership skills and a friendly, approachable demeanor. Experienced in team leadership and teamwork, problem-solving, and quality control. Proficient in Microsoft Office suite, including Excel, Word, and PowerPoint. Skilled in social media management and fluent in business English with translation abilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Experience agent
IFZA: International Free Zone Authority Dubai
03.2023 - Current
- Acting as a first point of contact
- Supporting the smooth running of the Call Center, where all aspects of the client experience are delivered to the highest level
- Answering and distributing all incoming calls in a timely and professional manner
- Delivering a positive and timely response to client enquiries
- Taking responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner
- Maintaining excellent knowledge of IZA's products and services in order to efficiently address any queries or concerns from Professional Partners and Clients
- Maintaining confidentiality of client data ensuring no sensitive information is disclosed
- Keep record of all calls in Call Center CRM in a comprehensible way
- Meet individual and team qualitative and quantitative targets
- Building and maintaining effective working relationships whilst promoting the company culture and values
- Performing other job-related duties as assigned by Management.
Customer care agent
National Pen Tunisia
06.2020 - 12.2022
- Handle general Inbound and Outbound calls for the UK/IE + AU/NZ markets
- Identify customers' needs, provide clear information and provide solutions and alternatives
- Provide efficient and first-class post-sale activity including order entry, order acknowledgement, artwork proofing, order management etc
- Deliver fast and professional support to customer care team in resolving customer service issues, solving problems by suggesting alternatives and implementing solutions
- Give support to new hires
- Web support tasks: Process and facilitate the resolution of exception items received
- Collect and process web order exceptions online
- Process online orders with logos or customer requests and send confirmations to customers as required
- Liaise with other departments and management to resolve exceptional situations
- Monitor and report order delays to management in all areas listed
- This experience has developed my organization and time-management skills as well as my sense of urgency and attention to details.
Administrative & Commercial Assistant
Star North Africa L.t.d Tunisia
12.2018 - 06.2020
- Help in preparing all the needed templates for the company: delivery note, letterhead, leave request, petty cash voucher, vacation request
- Create new databases for customers and suppliers
- Ensure the creation of all the new items in the company database
- Coordinate the forwarding agent to ensure the delivery of the shipments to the company warehouse
- In charge of sending parcels to our suppliers
- Work on business plans for new businesses
- Be involved in stock control and management
- Take care of exhibition preparations
- Prepare and send all types of consultations in relation to work
- Responsible for preparing the spare parts orders
- Prepare spare parts and machines quotations and send them to customers
- Prepare delivery notes and invoices for customers
- Prepare the bank guarantee for the company shipments
- Set, update and follow the statement of customer payments
- Follow up with the auditor and HR department everything related to company and staff
- Follow up the payment issues with customers and banks
- Admin of the company Facebook page 'Star North Africa'
- Admin of the company LinkedIn account 'Star North Africa'
- Identify, discuss and resolve issues related to spare parts & machines
- Prepare and send all claims related to machines and spare parts
- Investigate and respond to all quality issues
- Investigate customer complaints and non-conformance issues
- Made quality decisions (accepted or rejected) based on provided control outlines
- Review order records for accuracy and compliance
- Provide feedback to managers on any issues
- Thanks to this experience: I feel more self-confident and ready to start something bigger in my career.
Administrative & Commercial Assistant
MIB S.A Tunisia
09.2014 - 11.2018
- Responsible for preparing the spare parts orders
- Be involved in stock control and management
- Create a database for our new suppliers
- Ensuring the creation of new articles in the company database 'Navision'
- Prepare and send all claims related to machines and spare parts
- Responsible for all types of consultations
- Prepare and send all types of e-mails
- In charge of sending parcels to our suppliers
- Admin of the company Facebook page 'MIB Fashion'
- Ensuring the delivery of parts to our customers
- Prepare offers for customers
- Set, update and follow the statement of the suppliers' financial accounts
- Thanks to this experience, I am able to: Deal with suppliers and customers professionally
- Work on the database 'Navision'
- Work on 'IBM Lotus Notes'
- Work on 'Microsoft Expression Web 4'
- Use Excel more professionally.
Education
Business English Degree -
High Institutes of Languages Gabes
Gabes, Tunisia05-2014
Baccalaureate Degree in IT -
Elmanara High School
Gabes, Tunisia06-2011
Skills
- Quick learner
- Trustworthy
- Leadership
- Friendly and approachable manner
- Reliable
- Organized
- Social Media
- Teamwork
- Purchasing Negotiation
- Business English
- Translation
- Quality control
- Problem-solving skills
- Customer Complaint Resolution
- Positive Attitude
Certification
- Advanced Excel Course, IIFE Center, April 2028
- English Conversation Licence, Centre Kalleline Tunis, October 2015
- English Licence, Nabeul Language Village, August 2013
References
Available on request
Hobbies and Interests
- Self-development seminars, books and movies.
- Discovering and using new technologies for work.
- Coming up with new ideas to ameliorate the work place and expand the business.
Languages
Arabic
First Language
English
Proficient (C2)
C2
French
Advanced (C1)
C1
German
Beginner (A1)
A1
Timeline
Client Experience agent
IFZA: International Free Zone Authority Dubai
03.2023 - Current
Customer care agent
National Pen Tunisia
06.2020 - 12.2022
Administrative & Commercial Assistant
Star North Africa L.t.d Tunisia
12.2018 - 06.2020
Administrative & Commercial Assistant
MIB S.A Tunisia
09.2014 - 11.2018
Business English Degree -
High Institutes of Languages Gabes
Baccalaureate Degree in IT -
Elmanara High School
- Advanced Excel Course, IIFE Center, April 2028
- English Conversation Licence, Centre Kalleline Tunis, October 2015
- English Licence, Nabeul Language Village, August 2013
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