Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Oumaima Cheuikh

Oumaima Cheuikh

Customer Support Senior
Casablanca

Summary

Multilingual Customer Support & Operations Coordinator with over 3 years of experience at Air Arabia. Specializing in service operations management, complex issue resolution, and cross-functional collaboration. Fluent in Arabic, French, and English. Strong foundation in data systems and analytics. Committed to delivering exceptional passenger experiences and enhancing operational efficiency in dynamic environments.

Overview

10
10
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
3
3
Languages

Work History

Customer Support Senior

Air Arabia
12.2021 - Current
  • Provide multi-channel support (calls, emails, Sprinklr, Freshdesk) for bookings, refunds, baggage, special assistance, and disruptions.
  • Assist duty supervisors in escalation management, coordination with airport teams, and IRROPS handling.
  • Mentor call center agents and support complex case handling through system and policy guidance.
  • Supervise service floor activities, prioritize urgent cases, and boost team efficiency.
  • Manage time-sensitive airport requests (wheelchairs, meal& seat changes, no-shows, certificates).
  • Maintain accurate records in Navitaire and Sabre, and ensure compliance with service policies.
  • Consistently recognized for reliability, team support, and trilingual communication.

Technical Support Advisor

Sitel Group
03.2017 - 10.2021
  • Delivered high-quality first-level technical support for telecom customers.
  • Resolved service interruptions on first contact and guided users effectively.
  • Promoted additional products and solutions to enhance customer satisfaction.

IT Support & Data Entry Intern

Various Companies
01.2018 - 01.2020
  • Delivered front-line IT support and performed data entry with Excel and internal tools.
  • Supported technical teams with documentation and administrative tasks.

Customer Service Advisor – Telecom Products

Intelcia Group
03.2017 - 07.2017
  • Provided inbound support for mobile, fixed line, internet, and TV services.
  • Diagnosed technical issues, offered solutions, and ensured a smooth customer experience.

System Administrator Intern (Red Hat Linux)

Linsoft Morocco
01.2016 - 02.2016
  • Assisted with Red Hat solution deployment, system diagnostics, and troubleshooting.
  • Contributed to OS optimization and performance improvement.

Education

Master 1 (M1) - Big Data & Business Intelligence

Ecole Nationale des Sciences Appliquées
01.2020 - 01.2022

Licence Professionnelle - Information Systems Engineering

Ecole Nationale des Sciences Appliquées
01.2019 - 01.2020

Skills

  • Customer Service & Passenger Support
  • Conflict Resolution & Problem Solving

    • Dependable and responsible

    Calm under pressure

    Supervision and leadership

    Problem-solving

    Time management

    Computer skills

    Friendly, positive attitude

    Teamwork and collaboration

    Customer service

    Flexible and adaptable

Certification

Red Hat Certified System Administrator (v6 & v7)

Timeline

Customer Support Senior

Air Arabia
12.2021 - Current

Master 1 (M1) - Big Data & Business Intelligence

Ecole Nationale des Sciences Appliquées
01.2020 - 01.2022

Licence Professionnelle - Information Systems Engineering

Ecole Nationale des Sciences Appliquées
01.2019 - 01.2020

IT Support & Data Entry Intern

Various Companies
01.2018 - 01.2020

Technical Support Advisor

Sitel Group
03.2017 - 10.2021

Customer Service Advisor – Telecom Products

Intelcia Group
03.2017 - 07.2017

System Administrator Intern (Red Hat Linux)

Linsoft Morocco
01.2016 - 02.2016

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Oumaima CheuikhCustomer Support Senior