Bouchra Guelifet
Dubai,UAE
Summary
Self-motivated and highly organized customer service professional with over 4 years of experience in customer service and 1+ year in the aviation industry. Possess strong interpersonal and communication skills with a proven ability to build positive relationships based on trust and respect. Thrive in fast-paced environments, perform effectively under pressure, and consistently meet operational goals while delivering high-quality customer experiences.
Overview
5
5
years of professional experience
2023
2023
years of post-secondary education
Work history
Customer Service Agent
Emirates Airlines
2024.11 - 2026.02
- Handle customer inquiries, complaints, and special requests professionally and efficiently.
- Manage flight disruptions such as delays, cancellations, and rebooking while maintaining calm and professionalism.
- Ensure compliance with airline safety, security, and operational procedures at all times.
- Deliver high-quality customer service to passengers in line with Emirates’ service standards and brand values.
- Provide accurate information on fares, baggage allowance, flight schedules, visa requirements, and airline policies.
- Assist customers with flight reservations, ticket changes, cancellations, upgrades, and general travel inquiries.
- Work effectively in a fast-paced, multicultural environment while meeting performance targets (AHT, quality, customer satisfaction).
Contact Center Agent
Webhelp
2022.04 - 2024.02
- Handled inbound and outbound customer interactions via phone, email, and live chat in a professional and courteous manner.
- Provide accurate information and support regarding products, services, billing, and account inquiries.
- Follow company policies, procedures, and quality standards to ensure consistent service delivery.
- Demonstrate strong problem-solving, communication, and active listening skills in a fast-paced environment.
- Work effectively as part of a team in a multicultural and high-pressure setting.
Sales Representative
Kiabi Fashion
2021.01 - 2022.03
- Implemented targeted sales strategies resulting in a 25% increase in revenue within the first year.
- Developed and maintained strong relationships with key clients, leading to repeat business and referrals.
- Collaborated with marketing team to create promotional campaigns and increase brand visibility.
Education
Master - Agronomy and Phytopharmacology
University of Blida
Blida, AlgeriaBachelors - Agronomy science
University of Blida
Blida, AlgeriaSkills
- Adaptability and flexibility with changing situations
- Professional appearance and positive attitude
- Empathy, patience, and active listening
- Safety awareness and attention to detail
- Teamwork in multicultural and fast-paced environments
- Strong verbal and interpersonal communication skills
LANGUAGES
Spanish
Fluent
French
Fluent
English
Fluent
Arabic
Native