Summary
Overview
Work History
Education
Skills
Accomplishments
Skills
Timeline
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Rafika Moussaoui

Summary

Customer Service Representative with over 7 years of experience who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Overview

7
7
years of professional experience

Work History

Senior Customer Service Agent

Qatar Airways
09.2022 - Current
  • Checking Travel documents such as passport validity, relevant visa and COVID restrictions depending on their destination.
  • Maintaining QR professional image by adhering to al applicable grooming policies.
  • Assisting passengers at all times by providing excellent service, escorting and directing passengers to their respective areas.
  • Communicating with Airport Authorities to ensure QR operations are in line with Local regulations.
  • Collecting briefing sheets, staff allocation; check al counters, equipment, stationary and report technical issues.
  • Mentored junior agents to develop their skills and elevate the team''s overall performance.
  • Boosted positive feedback from customers through attentive listening, empathy, and tailored solutions.
  • Trained staff on operating procedures and company services.
  • Responded proactively and positively to rapid change.

Customer Service Agent

Qatar Airways
01.2020 - 09.2022
  • Responded to emails and calls from QR Network, assisted in compiling Reports, filing documents and preparing adequate handover for next shift.
  • Liaising with outstations to seek special exemptions.
  • Handled special situations like delays, overbooking to ensure that customers are looked after and alternative solutions offered in line with QR policy.
  • Ensure all disruption activities such as Customer Communication, CM to CM Transfer, Rerouting, Upgrade are completed within specific time frame.
  • Demonstrated high attention to detail, organization and management of multiple tasks simultaneously.
  • Translated travel documents from French to English.

E-Commerce Merchandising Operations

Cimpress: VistaPrint
06.2018 - 01.2020
  • Worked as part of an autonomous merchandising squad, including members from web designers, copy writers and operations; all working to bring strategies to life on the site.
  • Switched between multiple toolsets on a daily basis to execute site changes.
  • Created pages from scratch using various components to match layouts provided by MX Designers.
  • Launched new products and various site experiences to test customer flows and identified gaps in processes to streamline work.
  • Understand and practice agile approaches to streamline delivery of work.
  • Manage workload to deliver most valuable projects on time .
  • Raise feature improvement recommendations for tooling.


Customer Service Representative

Cimpress: VistaPrint
07.2017 - 06.2018
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered an average of 40 emails per day to address all inquiries.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Education

M.D. - Business Communications

Institute of Human Sciences of Jendouba
Tunisia
12.2016

Bachelor Degree - English

Higher Institute of Applied Languages of Beja
Tunisia
06.2014

Skills

  • Customer service-focused
  • MS Office
  • Sales expertise
  • Working under pressure
  • Reliable
  • Complaint Handling
  • Excellent communicator
  • Excellent time management

Accomplishments

  • Attended Trainings in negotiations and time management.
  • Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
  • Recipient on hitting goal at 100% or above on multiple occasions in between 2017-2019.
  • Won first Prize in 'She Can' for women's empowerment Boot Camp: 2014
  • Won Best innovative Business Plan in Tunisia: 2016.
  • Successfully recruited and trained over 500+new customer service representatives.

Skills

Strong problem solving ability, Negotiation competency, Persuasive speaker, Trouble shooting skills, Customer Service management expertise, Conflict resolution, Native Arabic Speaker, Fluent in English and French.

Timeline

Senior Customer Service Agent

Qatar Airways
09.2022 - Current

Customer Service Agent

Qatar Airways
01.2020 - 09.2022

E-Commerce Merchandising Operations

Cimpress: VistaPrint
06.2018 - 01.2020

Customer Service Representative

Cimpress: VistaPrint
07.2017 - 06.2018

M.D. - Business Communications

Institute of Human Sciences of Jendouba

Bachelor Degree - English

Higher Institute of Applied Languages of Beja

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Rafika Moussaoui