Badreddine Quenjel
East Boston,MA
Summary
Adaptable Computer Helpdesk Technician with background in providing technical support and troubleshooting software, hardware, and networking issues. Strengths include effective communication skills to explain complex information to non-technical users and patience for problem-solving tasks. Previous work has resulted in improved systems efficiency and increased user satisfaction through timely resolution of IT related problems.
Overview
11
11
years of professional experience
Work History
Barista Trainer
Westin Hotel
Boston
07.2022 - Current
- Assessed skill levels of new and existing baristas, providing individualized training plans.
- Conducted on-site trainings for baristas in proper brewing techniques and customer service etiquette.
- Developed detailed lesson plans to ensure consistent delivery of training materials.
- Created a comprehensive Barista Handbook for use as a reference guide during trainings.
- Organized group trainings with multiple trainers to maximize efficiency and effectiveness of instruction.
- Provided ongoing support to baristas by troubleshooting issues with equipment or beverages.
- Monitored staff performance to ensure adherence to company standards.
- Researched current trends in the coffee industry, keeping training content up-to-date and relevant.
- Maintained records of all employee certifications and completed training sessions.
- Analyzed feedback from customers and staff to identify areas for improvement in training methods or procedures.
Airline Customer Service Agent
United Airlines
Boston , MA
01.2020 - 06.2022
- Greeted passengers and provided information about departure and arrival times.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Resolved customer complaints in a timely manner.
- Communicated effectively with other departments to ensure the best customer experience possible.
- Performed check-in procedures for both domestic and international flights.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Ensured all boarding passes were printed accurately prior to flight departure time.
- Checked luggage for proper weight distribution according to aircraft specifications.
- Monitored security checkpoints to ensure safety of passengers and staff members alike.
- Filed reports of passenger complaints or incidents that occurred during travel process.
- Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Processed refunds, exchanges, and upgrades when necessary.
- Coached staff on strategies to enhance performance and improve customer relations.
- Printed itineraries and tickets for passengers each day.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Provided clients with assistance in preparing required travel documents and forms.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Tour Guide Office Assistant
Top of the Hub
Boston , MA
02.2016 - 03.2019
- Greeted customers and answered questions about tours.
- Created and updated tour packages in the database.
- Collected customer feedback forms and summarized results for management review.
- Coordinated with suppliers to ensure timely delivery of tour materials.
- Processed payments, invoices, and travel documents.
- Prepared itineraries, including transportation, lodging, and meals for each tour group.
- Verified availability of hotel rooms and other accommodations for tour groups.
- Answered emails from customers seeking information on available tours.
- Updated website content regarding tour packages and destinations.
- Managed social media accounts related to the business.
- Organized promotional events to advertise the company's services.
- Scheduled meetings with potential clients to discuss their requirements for custom tours.
- Maintained accurate records of all tours conducted by the company.
- Assisted with recruitment processes for new Tour Guides.
- Provided support to Tour Guides during trips as needed.
Help Desk Technician
HP
Tomball , TX
02.2015 - 12.2016
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Created user accounts, maintained system documentation, tested and evaluated new technology.
- Assisted in the installation of new hardware and software components.
- Resolved network connectivity issues.
- Performed troubleshooting to diagnose and resolve technical issues.
- Configured security settings or access permissions for groups and individual users.
- Ensured compliance with established standards, policies, and procedures.
PC Technician
Localytics
Casa Blanca , Morocco
01.2014 - 01.2015
- Installed and configured hardware components, such as processors, RAM modules, hard drives, motherboards and video cards.
- Troubleshot and resolved technical issues related to operating systems, software applications and networking equipment.
- Assessed customer needs to determine best solutions for computer problems.
- Performed preventive maintenance on computers by running system diagnostics tests.
- Provided remote support to customers using a variety of remote access tools.
- Monitored network performance to ensure optimal efficiency of computer systems.
- Identified potential hardware and software conflicts and implemented corrective action plans accordingly.
- Implemented security measures to protect data from unauthorized access or destruction.
- Configured user accounts in accordance with company policies and procedures.
- Resolved printer-related issues by troubleshooting both the printer itself and associated connections.
Education
Associate of Arts - English Literature
Ibn Tofail
Kenitra Morocco06-2013
Some College (No Degree) - Computer Networking
Quincy College
Quincy, MAAssociate of Science - Computer Science
Bunker Hill Community College
Charlestown, MASkills
- Coffee expertise
- Employee Performance Management
- Leadership experience
- Training background
- Beverage preparation techniques
- Training Materials
- Training Program Development
- Complaint Handling
- POS System Operation
- Performance monitoring
- Staff Coaching
References
References available upon request.
Timeline
Barista Trainer
Westin Hotel
07.2022 - Current
Airline Customer Service Agent
United Airlines
01.2020 - 06.2022
Tour Guide Office Assistant
Top of the Hub
02.2016 - 03.2019
Help Desk Technician
HP
02.2015 - 12.2016
PC Technician
Localytics
01.2014 - 01.2015
Associate of Arts - English Literature
Ibn Tofail
Some College (No Degree) - Computer Networking
Quincy College
Associate of Science - Computer Science
Bunker Hill Community College
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