WARDA MARHOUM
Rabat
Summary
Highly educated professional with a Master's degree in Communication and a certificate in Hotel and Restaurant Management. Expertise in delivering exceptional customer experiences. Known for strong interpersonal skills, meticulous attention to detail, and unwavering passion for ensuring customer satisfaction. Goal to actively contribute to the continuous improvement of services within the hospitality industry. Dedicated to enhancing the overall customer experience and driving positive results.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Sales Consultant
MCC
04.2024 - Current
- Collaborated with internal teams (sales, customer service, and operations) to improve processes, enhance customer satisfaction, and ensure seamless workflows.
- Managed and maintained Batiplus data on Odoo, ensuring data accuracy, consistency, and integrity.
- Monitored and optimized operational processes to improve efficiency and reduce errors.
- Contributed to a better customer experience by ensuring accurate data management, resulting in fewer order errors and improved service delivery.
- Managed B2B communication with diverse retailers in English and French, ensuring seamless collaboration and strong business relationships.
Customer service advisor
WENGAGE
06.2022 - 12.2023
- Demonstrated ability to manage multiple tasks and prioritize workload efficiently while delivering exceptional customer service.
- Leveraged strong multitasking and prioritization skills, along with meticulous attention to detail, to ensure efficient operations and drive increased sales.
- Managed CRM systems using Salesforce to track customer interactions, optimize sales processes, and enhance client relationships
- Handled a high volume of B2C calls for Luminus, providing efficient customer support and ensuring a positive customer experience
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Communication and admission officer
ESSTI RABAT
04.2021 - 10.2021
- Onboarding & Presentation: Welcomed new students and presented the institution to prospective candidates, ensuring a smooth integration process.
- Marketing & Communication: Developed and executed communication plans and campaigns to enhance the school’s visibility and achieve recruitment targets.
- Social Media & Community Management: Managed online presence across social media platforms, engaging with the community to boost brand awareness.
- E-Reputation & Digital Campaigns: Oversaw online reputation management, SMS, and email marketing campaigns to attract and retain students.
- Prospecting & Recruitment: Conducted cold calling and online prospecting via social media and email to generate leads and increase student enrollment.
- Event Management: Organized national recruitment tours, representing the institution at key events to engage with potential students.
- Admissions Process: Processed applications, coordinated interviews between students and professors, and ensured a smooth admissions experience.
Education
Certificat - Hospitality And Restaurant Management
Collège LaSalle
Rabat11.2024
Master - Organizational Communication
Faculty of Letters And Human Sciences
Casablanca12.2020
Bachelor of Science - Multimedia And Web Technologies
ENS
Rabat06.2018
Skills
- Guest relations management
- Customer Service Excellence
- Fluid communication skills
- Ability to multitask and prioritize the workload
- Attention to detail
- Team collaboration
- Tech Proficiency
- Problem solver oriented
- Flexible and quick learner
Certification
- Alison: Hotel reception and front desk
- Invyscode: Graphic Design
- Google: Fundamentals of digital marketing
- HubSpot: Social Media Certified
- HubSpot: SEO Certified
Languages
Arabic
Advanced
C1
English
Advanced
C1
French
Advanced
C1
Spanish
Beginner
A1
Timeline
Sales Consultant
MCC
04.2024 - Current
Customer service advisor
WENGAGE
06.2022 - 12.2023
Communication and admission officer
ESSTI RABAT
04.2021 - 10.2021
Certificat - Hospitality And Restaurant Management
Collège LaSalle
Master - Organizational Communication
Faculty of Letters And Human Sciences
Bachelor of Science - Multimedia And Web Technologies
ENS
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