FATIMA EZZAHRAA MOUIH

• Set and manage individual and team objectives.
• Oversee hiring and onboarding processes for new employees.
• Address team inquiries, provide guidance, and deliver constructive feedback.
• Optimize procedures to maintain team motivation and operational efficiency.
• Track performance using key indicators such as abandonment rates and call queues.
• Ensure compliance with attendance and established procedures.
• Report operational challenges to management.
• Prepare detailed monthly and annual performance reports.

· Handled inbound and outbound calls.

· Identified customer needs, addressed inquiries, and provided tailored solutions.

· Promoted and sold products and services when possible.

· Built and maintained long-term customer relationships.

· Consistently met performance goals.

• Assisted customers in planning travel itineraries.
• Provided information on ticket prices and schedules.
• Issued tickets, assigned seating, and prepared boarding passes.
• Verified baggage and boarding passes.
• Supported passengers during priority boarding.

• Provided guidance to passengers and airport users.
• Delivered information about air traffic, transportation, and other services
• Managed public announcements.
• Assisted passengers with special needs.

• Welcomed passengers and clients.
• Advised customers on services or products, including duty-free items.
• Processed payments and completed transactions.
• Organized reception areas and presented tourism offerings.