Hi, I’m
Najwa Kaouissi
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
years of professional experience
Work History
BVLGARI Resort and Residences Dubai
Service Experience
01.2022 - Current
Job overview
- Answering incoming calls and directing it to the concern department
- Log all the Wake-up call requests and performs it at the time requested
- Handling complaints and reporting it to MOD
- Diverting calls to the assigned Villa Butler through OMNIVISTA System
- Raising cases in GXP
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
SHERATRON
GUEST RELATION
02.2021 - 03.2021
Job overview
- Responsible for transferring incoming calls to registered guests, along with handling messages, mail, or faxes for guests - Streamlined check-in process to decrease wait times and increase customer satisfaction and investigate guest challenges - Also was responsible for transferring incoming calls to registered guests, along with handling messages, mail, or faxes for guests
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Managed and improved customer service functions for reception and lounge areas.
Grand Mogador
RECEPTIONIST
11.2019 - 03.2020
Job overview
- Greet all guests and assist them with check-in and check-out - Maintain a positive attitude and friendly demeanor - Respond to all guest questions and requests - Answer and forward phone calls - Manage guest bookings and reservations - Keep a tidy and orderly workspace - Assist with administrative and clerical tasks as needed
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
Avanti,
Receptionist Intern
10.2018 - 12.2018
Job overview
- Answered telephonic and in-person queries related to hotel services and resolved all issues - Checking the guests in, answering phone calls to book rooms
- Undertake front-of-house duties, including meeting, greeting, and attending to the needs of guests, to ensure a superb customer service experience
- Build a good rapport with all guests and resolve any complaints/issues quickly to maintain high-quality customer service
- Deal with guest requests to ensure a comfortable and pleasant stay
- Responsible for accurate and efficient accounts and guest billing processes
- Assist in keeping the hotel reception area clean and tidy at all times
- Undertake general office duties, including correspondence, emails, filing, and switchboard, to ensure the smooth running of the reception area
- Administer all routes of reservations to ensure that room bookings are made and recorded accurately.
- Developed and maintained current spreadsheets for tracking and analysis of office data.
- Responded to inquiries from callers seeking information.
Education
CFPNCCASABLANCA, MOROOCO
DIPLOMA from FORMATION PROFESSIONAL NAVIGANT COMMERCIAL
09.2018
IBEN YASSINEMOHAMMEDIA , MOROCCO
BAC DEGREE from EARTH
09.2016
Skills
- Opera PMS
- Gxp
- OmniVista
- Vicas (CID System)
- Eat 2 Eat
- Microsoft Office
- Call Transfers
- Customer and Client Relations
- Telephone Skills
- Answer Telephone Calls
- Call Answering and Routing
- Office Equipment Operation
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
French
Upper intermediate (B2)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Experience
BVLGARI Resort and Residences Dubai
01.2022 - Current
GUEST RELATION
SHERATRON
02.2021 - 03.2021
RECEPTIONIST
Grand Mogador
11.2019 - 03.2020
Receptionist Intern
Avanti,
10.2018 - 12.2018
CFPNC
DIPLOMA from FORMATION PROFESSIONAL NAVIGANT COMMERCIAL
IBEN YASSINE
BAC DEGREE from EARTH
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