Fatma Ferjani
Pompano Beach,FL
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, demonstrated during my tenure at Royal Caribbean International. Skilled in complaint resolution and critical thinking, I excel in fast-paced environments, ensuring efficient hospitality services. Achieved significant improvements in guest service efficiency by adopting innovative strategies. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
22
22
years of professional experience
Work History
Independent Contract Driver
Uber And Lyft
12.2020 - Current
Bilingual Customer Service Representative
Maximus Federal
01.2020 - 10.2020
- Communicated with management when customer issues escalated and worked to find resolutions.
- Met all call quality standards and daily quotas for first-call resolution.
- Met customer service objectives by providing superior customer service to French speaking customers.
Automotive Sales Consultant
Gunther Mazda Of Ft. Lauderdale
07.2018 - 01.2020
- Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
- Demonstrated automobiles by explaining characteristics, capabilities, and features, taking test drives and explaining warranties and services.
- Answered telephone and email inquiries from potential customers.
- Met customers on lot and in showroom to discuss available vehicles and options.
Automotive Sales Representative
Off Lease Only Miami
10.2017 - 06.2018
- Prepared purchased vehicles and completed final delivery checks.
- Answered telephone and email inquiries from potential customers.
- Greeted customers on lot and in showroom to answer questions about brand and available inventory.
Front Desk Assistant
Loews Miami Beach Hotel
02.2016 - 09.2017
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered customer telephone calls promptly and appropriately handled needs.
- Handled payment and bill processing, change giving and payment collecting for guests.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Restaurant Manager
Amato's Italian Grill
06.2014 - 12.2015
- Reconciled cash and credit card transactions to maintain accurate records.
- Developed, implemented, and managed business plans to promote profitable food and beverage sales.
- Correctly calculated inventory and ordered appropriate supplies.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
Guest Service Officer
Royal Caribbean International
06.2011 - 01.2014
- Assisted guests by furnishing information and directions to gift shop, and dining areas.
- Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff members in customer service techniques and hotel operations.
Guest Relations Officer
Hotel Riviera Sousse, Tunisia
06.2007 - 01.2011
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Greeted guests upon arrival and offered assistance.
Travel Agent
Thomas Cook Travel,UK
07.2002 - 02.2007
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Education
High School Diploma -
Atef Cheyeb High School
Hammamet, Tunisia07.2024
Associate of Arts - Tourism And Travel Management
Institute of Touristic Studies
Hammamet, Tunisia06.2001
Skills
- Strong Work Ethic
- Customer Service
- Excellent Communication
- Critical Thinking
- Hospitality services
- Complaint resolution
- Multitasking and Organization
- Overseas tours
- Hotel Accommodations
- Travel Arrangements
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
French
Full Professional
Spanish
Limited Working
Italian
Elementary
Timeline
Independent Contract Driver
Uber And Lyft
12.2020 - Current
Bilingual Customer Service Representative
Maximus Federal
01.2020 - 10.2020
Automotive Sales Consultant
Gunther Mazda Of Ft. Lauderdale
07.2018 - 01.2020
Automotive Sales Representative
Off Lease Only Miami
10.2017 - 06.2018
Front Desk Assistant
Loews Miami Beach Hotel
02.2016 - 09.2017
Restaurant Manager
Amato's Italian Grill
06.2014 - 12.2015
Guest Service Officer
Royal Caribbean International
06.2011 - 01.2014
Guest Relations Officer
Hotel Riviera Sousse, Tunisia
06.2007 - 01.2011
Travel Agent
Thomas Cook Travel,UK
07.2002 - 02.2007
High School Diploma -
Atef Cheyeb High School
Associate of Arts - Tourism And Travel Management
Institute of Touristic Studies
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