Sihame El Mhaqaq
Dubai
Summary
Customer service professional with a demonstrated commitment to providing incredible service for the past 5 years, Strong communication skills that allow to listen to a customer's problem and suggest acceptable solutions. Quick and thorough decision maker with the ability to resolve customer concerns while keeping everyone satisfied.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer service representative
Fabric Library
Dubai
02.2023 - Current
- Actively engaging with customers to understand their fabric needs, goals, and design preferences.
- Processing customer orders accurately and efficiently, including order entry, tracking, and follow-up to ensure on-time delivery.
- Resolved customer complains and issues in a professional and timely manner to ensure customer satisfaction.
- Consistently exceeded customer expectation by providing exceptional service.
Customer Service Representative
FR Contract Fabrics DMCC
Dubai
03.2022 - 02.2023
- Responding to customer inquiries and providing accurate information about fabric products.
- Meet customers specific needs and achieve customer satisfaction..
- Introduce premium products and services fulfill customer satisfaction.
- Collaborating with the sales team to effectively communicate customer needs, preferences, and feedback.
- Staying updated on new fabric collections, trends, and industry developments to provide informed assistance to customers.
Front Office Supervisor
Royal Central Hotel - The Palm,
Dubai
03.2021 - 01.2022
- Overseeing the daily operations of the front office, ensuring smooth and efficient workflow.
- Supervising and training front desk staff, providing guidance and support to ensure excellent customer service.
- Handling escalated customer complaints or issues, resolving them promptly and effectively.
- Ensuring compliance with company policies and procedures, including confidentiality, safety, and security protocols.
- Collaborating with other departments, such as sales and housekeeping, to support efficient hotel operations and guest satisfaction.
Receptionist
Royal Central Hotel - The Palm,
Dubai
08.2019 - 03.2021
- Welcoming and greeting visitors, clients, and guests in a professional and friendly manner.
- Providing information and answering inquiries about the hotel services, and operations.
- Maintaining a tidy and organized reception area, ensuring a professional and welcoming atmosphere.
- Handling customer inquiries and resolving issues promptly and courteously.
- Assisted guests with any special requests during their stay.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate. My personal goal is to always make sure the guest leaves refreshed and satisfied with their stay with a 5 star review.
Guest Relations Agent
Movenpick Mansour Eddahbi
Marrakech
03.2019 - 07.2019
- Welcoming guests and providing a warm, friendly, and personalized greeting upon their arrival.
- Ensuring an excellent customer experience and maintaining the efficiency and profitability of hospitality facilities.
- Resolving guest complaints or issues effectively and providing appropriate solutions to ensure guest satisfaction.
- Engaging with guests during their stay to ensure their comfort and to gather feedback on their experience.
- Collaborating with other hotel departments (concierge, housekeeping, food and beverage, etc.) to meet guest needs and preferences.
- Exceeding guest expectations by providing personalized service, anticipating their needs, and creating memorable experiences.
Education
High School Diploma - Reception in Air And Maritime Transport
Dubai International Maroc
2019
Skills
- Top customer service skills
- Strong listening and communication abilities
- Strong understanding of customer satisfaction
- Ability to effectively deal with conflict
- Attention to the details
- The ability and desire to sell
- Quick learner.
- Excellent multitasking ability
- Teamwork
Skills
- Top customer service skills
- Strong listening and communication abilities
- Strong understanding of customer satisfaction
- Ability to effectively deal with conflict
- Attention to the details
- The ability and desire to sell
- Quick learner
- Excellent multitasking ability
- Teamwork
Certification
- Front office department trainer,
Royal central hotel - The Palm. - Best up seller of the month
10/2020, Central Hotels. - Best up seller of the month
11/2020, Central Hotels. - Best up seller of the year 2019, Central Hotels,
Accomplishments
- AICR - UAE : Receptionist of the year competition 2020 in the UAE.
Languages
English
Native
Arabic
Native
French
Native
Spanish
Beginner
Timeline
Customer service representative
Fabric Library
02.2023 - Current
Customer Service Representative
FR Contract Fabrics DMCC
03.2022 - 02.2023
Front Office Supervisor
Royal Central Hotel - The Palm,
03.2021 - 01.2022
Receptionist
Royal Central Hotel - The Palm,
08.2019 - 03.2021
Guest Relations Agent
Movenpick Mansour Eddahbi
03.2019 - 07.2019
High School Diploma - Reception in Air And Maritime Transport
Dubai International Maroc
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