MS OFFICE
Hind MIMMICH
Customer Service Team Manager
Mohammedia,CASABLANCA
Summary
Enthusiastic Customer Service Team Manager with excellent reputation for resolving problems and talent for maintaining and improving customer satisfaction through upbeat demeanor, hard work, attention to detail,excellent organizational skills and commitment to client satisfaction. Fluent in English, French and Arabic in addition to good command of Chinese and Spanish, and training in customer service. Motivated to learn, grow and excel in the Hospitality industry.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
5
5
Languages
Work History
Customer Service Team Supervisor
TELEXPERT
Mohammedia, CASABLANCA
12.2020 - Current
- Boosted sales revenue by skillfully promoting the diverse trainings offered by 4 training centers in France (Val de Formation, Lucine, Qualitop & Eduforma) through the governmental platform for professional education "www.moncompteformation.gouv.fr".
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Built strong relationships with customers through positive attitude and attentive response; and, retained accounts by addressing potential cancellations.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
Sales Associate for STRUCTUBE(Canadian Company)
HUMANIA BPO
MOHAMMEDIA, CASABLANCA
09.2020 - 12.2021
- Engaged with customers to effectively build rapport and lasting relationships.
- Delivered high level of assistance by locating products and checking store system for merchandise at STRUCTUBE's different stores.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Answered phone with friendly greeting to create positive inbound calling experience for STRUCTUBE customers.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved complaints efficiently to satisfy customers and encourage future transactions.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.
- Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Worked flexible hours; night, weekend, and holiday shifts following Canada's schedule (3pm to 11pm shifts)
Customer Care Representative
MAJOREL-PHONE GROUP
Mohammedia, CASABLANCA
09.2010 - 12.2021
- Managed large amounts of outbound calls to France on behalf of the credit organism, Banque Accord, and engaged in conversations related to the importance of having a good insurance cover to protect them from life unpredictable events through different potential real life scenarios.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Provided detailed information to potential new customers who had questions regarding policies, coverage and costs; and recommended available products suitable to their needs.
- Managed and extended a personal customer's portfolio.
Volunteer
NGO Mustseedonia
SKOPJE, North Macedonia
04.2020 - 07.2020
- Mustseedonia – Organization for the development and promotion of sustainable travel and responsible outdoor activities.
- Attended events with upbeat, outgoing and friendly persona.
- Mountain bike trails creation and organizing adventure weekend events : Trail mapping and marking of potential adventure activities on Via Dinarica – North Macedonia (hiking, biking, trail running)
- Participated in events hosting Fam Tours for travel journalists, editors and various media (National Geographic, Lonely Planet, New York Times etc.)
Sales Representative for French ARGEL Frozen Food
ARGEL - MONDIAL PHONE
CASABLANCA, CASABLANCA
03.2019 - 10.2019
- Handled daily outbound calls to customers all over France.
- Generated sales leads for frozen foods ( ready-to-eat meals, frozen fish and meats, desserts, groceries).
- Identified and assessed customers’ needs to achieve satisfaction.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Met personal/customer service team sales targets and call handling quotas.
- Handled customer complaints about delivery delays, provided appropriate solutions and alternatives within the time limits; followed up to ensure conflict resolution.
- Followed script, communication procedures, guidelines and policies.
- Took the extra mile to engage customers.
Special Events Coordinator
BALKAN GRILL SHANGHAI
SHANGHAI
07.2017 - 12.2018
- Coordinated and participated in promotional activities and trade shows such as German OktoberFest, Ningbo Trade Fair ( October 2017 & 2018), Christmas markets, New year private and corporate parties.
- Assisted in the preparation for private / large parties and reservations, anticipating planning and shopping needs
- Managed administrative logistics of events planning, including,event booking and event promotions and used coordination and planning skills to achieve results according to schedule.
- Interviewed clients to understand event scopes of work, establish budgets and determine timelines for venue selection, guest list finalization.
English as a Second Language (ESL) Teacher
Apprentus & Cecily Language School
SHANGHAI, CHINA
01.2018 - 05.2018
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Instructed students on variety of skills, including Listening, Speaking, Writing and Reading (emphasizing vocabulary, pronunciation and reading comprehension).
- Worked with average of 10 students per class.
- Assigned lessons and corrected homework.
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Developed activities and integrated technology to diversify instruction.
- Received positive feedback from my chinese students of Business English.
Education
TEFL (Teaching English As A Foreign Language) - English
VIA LINGUA INSTITUTE
ISTANBUL (TURKEY) 11.2019 - 12.2019
HSK Hanyu Shuiping Kaoshi HSK 3 - MANDARIN CHINESE PROFICIENCY TEST
SHANGHAI MARITIME UNIVERSITY
SHANGHAI (CHINA) 02.2014 - 06.2021
3 Semesters of BA in International Studies - International Studies
Al Akhawayn University Of Ifrane
IFRANE (MOROCCO) 01.2011 - 05.2013
French Baccalaureate - High School Diploma - Economics & Social Sciences, Minor in English
Lycée Lyautey of Casablanca
CASABLANCA 09.2007 - 07.2010
Skills
Excellent customer service skills
Cross-functional teams leadership
Promotional advertising
Responsible
Detail-oriented
Team Building
Customer Relations
Complaint resolution
Cultural awareness
Multitasking abilities
Supervision
Excellent work ethic
Software
Google Drive
Presentations/Slideshows
Interests
SPORTS
YOGA
READING
FASHION
Timeline
Customer Service Team Supervisor
TELEXPERT
12.2020 - Current
Sales Associate for STRUCTUBE(Canadian Company)
HUMANIA BPO
09.2020 - 12.2021
Volunteer
NGO Mustseedonia
04.2020 - 07.2020
TEFL (Teaching English As A Foreign Language) - English
VIA LINGUA INSTITUTE
11.2019 - 12.2019
Sales Representative for French ARGEL Frozen Food
ARGEL - MONDIAL PHONE
03.2019 - 10.2019
English as a Second Language (ESL) Teacher
Apprentus & Cecily Language School
01.2018 - 05.2018
Special Events Coordinator
BALKAN GRILL SHANGHAI
07.2017 - 12.2018
HSK Hanyu Shuiping Kaoshi HSK 3 - MANDARIN CHINESE PROFICIENCY TEST
SHANGHAI MARITIME UNIVERSITY
02.2014 - 06.2021
3 Semesters of BA in International Studies - International Studies
Al Akhawayn University Of Ifrane
01.2011 - 05.2013
Customer Care Representative
MAJOREL-PHONE GROUP
09.2010 - 12.2021
French Baccalaureate - High School Diploma - Economics & Social Sciences, Minor in English
Lycée Lyautey of Casablanca
09.2007 - 07.2010