Summary
Overview
Work history
Education
Skills
Languages
Work availability
Timeline
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Zineb Bensalah

Zineb Bensalah

Dubai,United Arab Emirates

Summary

Knowledgeable and professional Receptionist skilled in administrative support and customer service objectives. Brings over 12 years of experience managing fast-paced, front desk operations. Strong planning, problem solving and communication skills.

Overview

16
16
years of professional experience
2
2
years of post-secondary education

Work history

Gym receptionist

Jumeirah Mina A Salam -J Club
Dubai, United Arab Emirates
08.2022 - Current
  • Handled office petty cash and maintained flawless records.
  • Managed high volume of incoming calls from multi-line telephone system and documented messages.
  • Managed office calendar, set new appointments and assisted with arrangements.
  • Facilitated customer issue resolution by maintaining accurate records of client interactions in [Software].
  • Kept reception area clean and neat to give visitors positive impression of the company.
  • Answered and helped resolve enquiries from clients, vendors and general public.
  • Set up office spaces, equipment and support services for client and team meetings.

Technical support advisor

Apple
Marrakech, Morocco
03.2020 - 06.2022
  • Prepared for external audits to enhance results and protect organisational reputation.
  • Achieved maximum customer satisfaction by offering tailored and consistent service.
  • Tested function of peripheral equipment and completed quality repairs.
  • Escalated equipment repair issues and sourced parts required to restore function.
  • Trained staff in software systems and processes to enhance productivity.
  • Answered user questions about hardware and software operation to help resolve problems.
  • Tracked computer system and network performance to identify root causes of issues.

Receptionist

Les Bains D Ezaharae
Marrakech, Morocco
11.2019 - 02.2020
  • Offered knowledgeable, friendly support to in-office guests.
  • Received payments for Spa Packages and updated balances in computer.
  • Updated clients on available promotions and discounts on offer.
  • Managed high volume of incoming calls from multi-line telephone system and documented messages.
  • Maintained reception area stock of important forms and brochures.
  • Resolved client issues and complaints calmly and effectively, continually seeking positive outcomes.
  • Set up office spaces, equipment and support services for client and team meetings.

Customer services advisor

Mahola
Marrakech, Morocco
06.2015 - 04.2018
  • Managed baggage handling operations, overseeing accurate loading and unloading of luggage.
  • Assisted passengers in navigating airport facilities, offering timely and accurate information.
  • Managed high volumes of incoming calls using VoIP system.
  • Represented brand to domestic and international guests with exemplary presentation skills.
  • Educated clients on current travel restrictions, providing relevant and up-to-date information by phone and email.
  • Dealt with high-volume calls and emails competently to meet service targets.
  • Welcomed passengers and managed check-in procedures to provide smooth boarding processes.
  • Resolved passenger concerns and complaints promptly, maintaining positive customer relations.
  • Determined exact customer requirements and recommended destinations to suit.
  • Greeted customers with warmth and enthusiasm for faultless front-of-house service.
  • Advised customers on specific visa and passport requirements.

Assistant tour manager

Easy Transfers
Marrakech, Morocco
03.2013 - 03.2015
  • Created contracts and Service Level Agreements with hotel and transportation providers.
  • Informed resort representatives of guest arrival, package and departure details.
  • Actioned customer feedback to improve tour and holiday offerings.
  • Set targets for seasonal holiday and tour sales to achieve revenue goals.
  • Promoted offers, promotions and deals on social media channels to increase customer engagement.
  • Processed travel deposit and balance payments accurately, maintaining records of receipt.
  • Secured the payment in travel bookings each month.
  • Researched accommodation options to provide choices for varying tastes and budgets.
  • Consistently arrived at work on time and ready to start immediately.

Housekeeping assistant

Mamounia
Marrakech, Morocco
07.2010 - 02.2013
  • Trained new room attendants on company policies and cleaning procedures.
  • Delivered outstanding service to boost customer retention and referrals.
  • Maintained safe environment for up to [Number] service users, applying knowledge of current social distancing practices and up-to-date legislation.
  • Used correct procedures to clean floors, communal areas and work spaces.
  • Inspected rooms to assess cleaning and repair needs between guest stays.
  • Resolved guest queries in line with service standards and protocols.
  • Followed health and safety standards governing correct use of chemicals.
  • Welcomed guests, answered questions and anticipated service needs, maintaining excellent customer satisfaction.
  • Handled after-hours cleaning for professional office spaces, replenishing supplies, servicing bathrooms and resetting spaces.
  • Delivered extra linen and toiletries to meet guest needs.

Call centre advisor

Phone Online
Marrakech, Morocco
02.2008 - 06.2010
  • Provided excellent customer service to resolve [Number]+ queries per hour.
  • Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
  • Handled customer queries focused on first-call resolution.
  • Ensured full compliance with contact centre procedures and data handling processes.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
  • Recorded customer information and interactions.
  • Delivered exceptional after-sales customer care to promote customer loyalty.

Education

High School Diploma - Baccalaureate in Modern Literature , Koutoubia High School Marrakech Academy

Koutoubia
Marrakech
09.2006 - 06.2007

Diploma - Aviation and Tourism

CCFA
Marrakech
09.2007 - 06.2009

Diploma of Education - Aviation

Royal Air Maroc
Marrakech

Diploma of Education - Tourism

Marrakech Express
Morocco

Skills

  • Active listening
  • Customer and client relations
  • Memorisation and recall
  • Customer-service orientated
  • Flexible
  • Telephone skills
  • Open and clear communicator
  • Gym equipment knowledge
  • Calendar management
  • Mail handling
  • Customer service
  • Guest registration procedures
  • Membership administration
  • Travel coordination
  • VIP guest experience
  • Payment processing
  • Travel planning

Languages

English
Advanced
French
Advanced
Arabic
Fluent
Spanish
Beginner
Turkish
Beginner

Work availability

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline

Gym receptionist

Jumeirah Mina A Salam -J Club
08.2022 - Current

Technical support advisor

Apple
03.2020 - 06.2022

Receptionist

Les Bains D Ezaharae
11.2019 - 02.2020

Customer services advisor

Mahola
06.2015 - 04.2018

Assistant tour manager

Easy Transfers
03.2013 - 03.2015

Housekeeping assistant

Mamounia
07.2010 - 02.2013

Call centre advisor

Phone Online
02.2008 - 06.2010

Diploma - Aviation and Tourism

CCFA
09.2007 - 06.2009

High School Diploma - Baccalaureate in Modern Literature , Koutoubia High School Marrakech Academy

Koutoubia
09.2006 - 06.2007

Diploma of Education - Aviation

Royal Air Maroc

Diploma of Education - Tourism

Marrakech Express

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Zineb Bensalah