Imen Belaati
Doha,Qatar
Summary
Experienced Senior Customer Service professional with over 10 years in customer relations and team leadership. Expertise in managing operations, coaching teams, resolving complex issues, and implementing strategies to improve customer satisfaction and operational efficiency. Proven communication and problem-solving skills contribute to maintaining high service standards and achieving business objectives.
Overview
12
12
years of professional experience
Work History
Senior Customer Service | Reception Manager
MTM Group – The Venue Men VIP Gym
Doha, Qatar
04.2025 - 08.2026
- Delivered exceptional front-desk and customer service operations by managing high-volume inquiries, resolving escalations promptly, and maintaining a professional first impression for clients and visitors.
- Supervised reception workflows, scheduled daily coverage, and coordinated team responsibilities to ensure seamless service delivery across peak business hours.
- Trained and mentored reception and customer service staff on communication standards, service protocols, and conflict resolution techniques, enhancing service consistency and quality.
- Managed reception area presentation, ensuring cleanliness, organization, and readiness to support a welcoming environment at all times.
- Maintained accurate records of customer interactions, bookings, and administrative requests using CRM and scheduling systems to support efficient follow-up and reporting.
- Partnered with internal departments to resolve service issues, coordinate special requests, and ensure timely completion of client needs.
- Monitored service performance and team productivity, leveraging feedback and operational data to drive continuous improvement initiatives.
- Handled sensitive customer concerns with diplomacy and professionalism, preserving strong client relationships and reinforcing brand reputation.
- Supported onboarding of new team members by documenting procedures and reinforcing best practices for customer engagement and front-desk operations.
- Resolved day-to-day operational issues quickly, minimizing disruptions and supporting a smooth customer experience.
- Collaborated with management to refine service policies and elevate reception standards in alignment with organizational goals.
- Recognized for delivering courteous, solution-focused service that strengthened customer satisfaction and repeat business.
- Coordinated meeting room logistics, visitor access, and special event support, streamlining front-office operations for optimal efficiency.
- Assisted in performance reviews by gathering service feedback, tracking attendance, and providing input on staff development needs.
- Contributed to a collaborative team culture by promoting accountability, professionalism, and a high standard of customer care.
- Balanced administrative responsibilities with client-facing duties, ensuring accuracy, responsiveness, and a consistently positive service experience.
- Managed daily data entry and transaction recording in an ERP system to maintain accurate and timely operational records
- Maintained confidentiality when handling client information, records, and internal communications in accordance with company policies.
Premium First & Business Flight Attendant
Qatar Airways
Doha, Qatar
12.2016 - 12.2024
- Delivered premium customer service and personalized support to maintain a high-quality client experience
- Monitored service quality and proactively resolved issues to maintain premium standards and boost customer satisfaction.
- Helped maintain premium service delivery by anticipating client needs and responding with a proactive approach.
- Managed daily operations and ensured smooth workflow across service touchpoints to enhance client experience.
- Collaborated with cross-functional teams to resolve customer needs efficiently and support seamless service delivery.
- Assisted with onboarding and service coordination to ensure a smooth and polished customer journey.
- Resolved operational issues promptly by identifying root causes and recommending practical solutions.
- Ensured adherence to company policies, service standards, and quality guidelines in all daily activities.
- Supported continuous improvement initiatives that improved service consistency and elevated customer satisfaction.
- Managed multiple priorities effectively in a fast-paced environment while maintaining attention to detail.
- Communicated clearly with internal and external contacts to facilitate timely follow-up and issue resolution.
- Contributed to a positive team environment by promoting accountability, collaboration, and service excellence.
Customer Service Representative HIA
Qatar Airways
Doha, Qatar
04.2016 - 12.2016
- Resolved customer complaints through tailored solutions, ensuring positive customer experiences.
- Achieved high client satisfaction by delivering comprehensive support and addressing individual needs.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers with varying questions using product knowledge and service expertise.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Collected and analyzed customer feedback to enhance overall service experience.
English Teacher
Manouba school
Manouba
08.2014 - 04.2016
- Prepared students for official exams, contributing to high success rates.
- Established positive classroom environments that maximized student engagement.
- Engaged with students through conversational language, simplifying curriculum into relevant, understandable information.
- Adapted teaching styles and resources to suit student age and ability.
- Planned dynamic, interesting lessons by incorporating variety of mediums.
- Provided targeted support to struggling students, fostering academic confidence.
- Established and evaluated written and spoken language exams.
- Created vibrant learning atmosphere through interactive exercises and discussions.
- Addressed and resolved with firm and fair style.
- Supported students in achieving personalized linguistic goals within desired timeframes.
Education
Bachelor's Degree - English Language, Literature and Civilization
Manouba University
2 Mars, Tunis01-2014
Bachelor of Arts - Languages, Letters & Arts
Manouba University
Tunis01-2010
Skills
- Reception operations
- Customer service
- CRM systems
- ERP systems
- Front desk operations
- Service quality monitoring
- Administrative support
- Multitasking
- Planning and prioritization
- Customer service training
- Staff training and development
- Team leadership
- Staff management
- Client engagement
- Conflict resolution
- Problem solving
- Multitasking
- Attention to detail
- Microsoft office
- Verbal and written communication
- Adaptability
- Self-motivation
- Strong leadership
- Service guideline adherence
- Professionalism
- Professionalism
Languages
- English: Fluent
- Arabic: Native
Timeline
Senior Customer Service | Reception Manager
MTM Group – The Venue Men VIP Gym
04.2025 - 08.2026
Premium First & Business Flight Attendant
Qatar Airways
12.2016 - 12.2024
Customer Service Representative HIA
Qatar Airways
04.2016 - 12.2016
English Teacher
Manouba school
08.2014 - 04.2016
Bachelor's Degree - English Language, Literature and Civilization
Manouba University
Bachelor of Arts - Languages, Letters & Arts
Manouba University