Khalida Bouizrane
Dubai
Summary
A trilingual customer-centric person with an adaptable approach that allows a quick assess customer needs, with outstanding communication and organization skills to meet any prospect's pain points.
Learned how to listen, and understand customers to create collaborative, long-lasting business relationships in highly demanding, and challenging situations.
Has a proven ability to meet and exceed deadlines, extremely skilled in bringing out the best in a team, in addition to leading effectively and implementing change.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Engagement and Claims Manager
Falah Events
12.2016 - Current
- Adapting high communication and organization skills to create and maintain important relationships with customers, both potential and existing customers.
- Established a proper course of action for claims processing. which leads to a decrease in customers' claims by 60%.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Exceeded clients' expectations by compassionately gathering required work history information.
Head of Cabin Crew Department
Air Arabia
12.2013 - 10.2015
- Analyzing existing operations and drawing up improvement plans.
- Providing training to new and existing staff to deliver excellent customer service,
- Assisting with recruitment, drawing up budgets, liaising with clients and other professionals,
- Identify issues and develop innovative solutions.
- Absenteeism (SLV/ULV) was reduced by 35%
- Employee satisfaction increased by 40%
- Implementing and monitoring upselling technique training, onboard net sales increased by 45%
- Completed paperwork, recognized discrepancies, and promptly addressed for resolution
- Resolved problems, improved operations, and provided exceptional service
- Created plans and communicated deadlines to complete projects on time
Education
Associate of Science - Physics, Chemistry
Cadi Ayyad
Marrakech08.1998
High School Diploma -
Cadi Ayyad
Marrakech 08.1996
Skills
- Effective Customer Service
- Inbound Customer Calls
- Emotional intelligent (resilient and empathetic)
- Client Rapport-Building
- Interpersonal
- Critical thinking
- Accuracy
- Attention to Detail
- Problem-solving and troubleshooting
- Complaint resolution
- Claims Processing
- Computer literate with good administrative skills
- Communication (spoken and written)
- Information Updates
- Time management:(organized, and meeting deadlines)
Certification
- Customer service problem solving and troubleshooting, National association of stats boards of accountancy 05/2022
- Sales development, National association of stats boards of accountancy - 04/2022 - Present
- Project management , project management institution - 12/2021
- Enhanced IOSA (Auditor), Air Arabia - 04/2016
- IQSMS reporting system, Air Arabia - 05/2014
- Company Resource Management, Air Arabia - 03/2014
- Management& leadership, Air Arabia - 12/2013
Languages
Arabic
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Engagement and Claims Manager
Falah Events
12.2016 - Current
Head of Cabin Crew Department
Air Arabia
12.2013 - 10.2015
Associate of Science - Physics, Chemistry
Cadi Ayyad
High School Diploma -
Cadi Ayyad
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