kenza ounouk

 Enthusiastic and highly motivated young professional with 4+ years of customer service experience coupled with a strong business background and eagerness to learn. Possesses excellent communication and problem-solving skills. Driven to provide exceptional customer service and establish strong relationships with clients. Recognized for ability to quickly identify customer needs, develop strategies to exceed those expectations, and exceed overall customer satisfaction. I have numerously proven my ability to deliver exceptional service in a fast-paced environment, with a high level of empathy and efficiency. I have always been composed when dealing with complex situations, multi-layered issues or when put under pressure. As an articulate communicator, competent bilingual and adept multi-tasker, I am seeking a challenging role where I can bring value and be impactful.

Administrative Receptionist ⬥ CWB wealth ⬥ Montréal, QC March 2023 – Now
 − Greeted and assisted visitors, answered and managed phone calls, and handled all mail and packages.
 − Prepared and processed expense reports and invoices for payment. 
− Maintained and updated clients relationship management database
. − Collaborated with other departments to find solutions and assisted with special projects and events as needed. coordinated various Ad- hoc information requests from members of the corporate service Department.
 − Prepared 30+ letters and client correspondence including client mailings.
 − Edited presentations for grammar / spelling corrections, presentation format.
 Service center representative ⬥ Akelius Real Estate ⬥ Montréal, QC October 2021 – January 2023 
− Provided passionate and excellent customer service in 50+ interactions through phone & email per day, while championing the company's values. 
− Maintained 91% customer satisfaction (10% higher than company average) while resolving customer inquiries, complaints, service requests and any reported incidents, leaving no stone unturned to deliver the best possible solutions in every communication. 
− De-escalated emotionally charged interactions, exuding calmness and critical thinking when handling frustrated clients or urgent situations, while simultaneously identifying and communicating the adequate resources and possibilities for each case. Maintained financial and statistical records. 
− Analyzed and provided solutions to client problems in a friendly and proactive way. 
− Diligently summarized and left detailed notes after each of my customer interactions including issue types, descriptions, actions taken and other valuable information to provide the team with as much context as possible. Store Retail Manager ⬥ Metallica store ⬥ Rabat, Morocco May 2020 – January 2021 
− Managed daily operations of a busy retail store, including staff scheduling, inventory management, and visual merchandising. 
− Preserved statistical and financial records and managed budgets. Monitored and analyzed sales and inventory data to identify trends and opportunities for improvement. 
− Established precise sales estimates, analyze sales data, and produce revenue reports. 
− Managed and planned the store’s budget to maximize effectiveness and minimize spending. 
− Provided optimal assistance to the General Manager and handled a variety of tasks. 
sale Associate ⬥ Caterpillar store ⬥ Rabat, Morocco January 2021 – October 2021 
− Quickly mastered deep product knowledge for all 150 products on-display and in the storage room, including prices and special discounts. 
− Leveraged my communication skills and product knowledge to make pertinent suggestions to hesitant clients, resulting in a sale 7 out of every 10 times. 
− Trained 4 new employees on up-selling, cross-selling and cash registry management. 
− Worked with vendors to ensure timely delivery of products and resolve any issues related to inventory.
 − Developed weekly schedules per payroll guidelines while accounting for employee and store needs.

Pre-university Program in Finance