About soukaina nafia:
With 5 years of experience in customer service and administration, I have developed a strong foundation in delivering exceptional support and service. I am a results-oriented professional with a passion for providing outstanding customer care. My dynamic and energetic approach allows me to thrive in fast-paced environments, where I excel at problem-solving and efficiently managing various office tasks. From answering phones and scheduling appointments to handling administrative duties and filing information, I consistently contribute to a smooth workflow. My dedication to ensuring optimal customer satisfaction drives me to go above and beyond in delivering exceptional service.
Experience
Administrative assistant February 2020 – April 2023
Arval BNP Paribas Group, Morocco
- Managing correspondence, including handling mail, emails, and phone calls.
- Scheduling and coordinating appointments, meetings, and travel arrangements.
- Organizing and maintaining documents and filing systems.
- Data entry and record keeping.
- Managing office supplies and equipment.
- Providing general administrative support to ensure the smooth operation of the office.
- Assisting in the preparation of reports, presentations, and other documents.
- Assisting with budget tracking and expense management.
- Conducting research and gathering information as needed.
- Managing and prioritizing multiple tasks and deadlines.
- Handling and resolving customer inquiries or complaints.
- Assisting with project coordination and follow-up.
- Collaborating with team members and departments to facilitate effective communication and workflow.
Sales Administration Manager August 2019 - February 2020
SOMALEV Cranes & Logistics, Morocco
- Overseeing the sales order process, from initial inquiry to final delivery.
- Managing the customer database and ensuring accuracy of customer information.
- Coordinating with other departments such as production, logistics, and finance to ensure timely delivery of orders.
- Developing and implementing sales policies and procedures.
- Managing customer complaints and resolving issues related to sales orders.
- Collaborating with other departments to improve cross-functional processes and efficiency.
- Maintaining accurate records and documentation related to sales orders and customer interactions.
Customer Service Advisor December 2016 - May 2019
Tersea (TSN), Morocco
- Provide first-level assistance for all incoming calls, emails, and tickets.
- Manage, resolve, and/or escalate all incoming phone calls, emails, and tickets while maintaining the highest degree of professionalism and service.
- Document, troubleshoot, and resolve issues through the internal ticket system.
- Determine the severity of issues and establish priorities for resolution or escalation.
- Guide clients through the problem resolution process.
- Follow up with clients, provide feedback, and assist them until the issues are resolved.
Education
Achievements and Accreditations
Certificate in Anti-Money Laundering and Countering the Financing of Terrorism June 2022
Higher School of Banking (CFPB)
The fundamentals of customer service Linkdln Sept. 2020
Education & Training
Bachelor's degree in Physical Matter Sciences Sept. 2013 – June 2016
Ibn Tofail University, Morocco
- Independently evaluated by World Education Services and deemed equivalent to Canadian Bachelor's degree in Physical Matter Sciences.
Technical University degree in Electrical Engineering Sept. 2011 – June 2013
Higher School of Technology, Morocco
Independently evaluated by World Education Services and deemed equivalent to
Canadian diploma degree in Electrical Engineering.
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