Sara Afroukh
Orlando
Summary
Natural leader with proven record of exceeding sales targets and driving customer service excellence. Skilled in training and mentoring new associates on methods and techniques to build customer retention and boost loyalty. Passionate about helping customers and delivering exceptional experiences with every interaction.
Overview
12
12
years of professional experience
Work History
International Admissions Representative
Full Sail University
10.2023 - 03.2025
- Boosted conversion rates by consistently following up with prospective students through phone calls, emails, and personalized communications.
- Scheduled appointments to meet with students face-to-face and discuss education plans.
- Provided exceptional customer service to all inquiries from prospective students, parents, and educators seeking information about the institution and its programs.
- Maximized resources by effectively utilizing Salesforce software to track communication efforts with potential applicants throughout their decision-making process.
- Assisted in meeting annual enrollment goals by consistently achieving personal recruitment targets set forth by management each academic year.
- Continuously improved personal knowledge of academic programs offered at our institution, ensuring accurate representation of program details during interactions with prospective students.
- Reviewed admissions applications to check students' eligibility for acceptance.
- Enhanced the college''s reputation by maintaining strong relationships with high schools, guidance counselors, and community organizations.
- Increased student enrollment by conducting informative and engaging campus tours for prospective students and their families.
- Supported students through admissions process by answering questions and assisting with forms.
- Informed prospective students of financial aid options available at our institution and provided guidance on the application process.
- Spoke to groups of prospective students about enrollment, institution benefits and features during information sessions.
- Developed targeted recruitment strategies by analyzing enrollment trends to identify key target markets for outreach efforts.
- Improved decision-making by providing thorough evaluations of applicant files to admissions committees.
- Facilitated successful campus events such as open houses and orientation sessions, resulting in increased student engagement and satisfaction.
- Engaged with alumni to share success stories, inspiring prospective students.
- Organized and led informational webinars, which helped clarify admission processes for remote applicants.
- Conducted detailed tours of campus facilities, leading to increased interest among prospective students.
- Enhanced student enrollment rates by developing and implementing strategic outreach programs.
- Enhanced the admissions department's efficiency by introducing new system for tracking interactions with prospects.
International Admission Guide
Full Sail University
10.2022 - 10.2023
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing messges.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to students calls and emails to answer questions about degrees and services.
- Delivered exceptional customer service to every student by leveraging extensive knowledge of degrees and services and creating welcoming, positive experiences.
- Addressed students discrepancies and concerns.
- Verified accurate responses to questions and inquiries by maintaining advanced knowledge and emotional intelligence.
- Sought out extra training opportunities to enhance customers relationship management abilities. And assisted in training other coworkers.
- Learned and maintained in-depth understanding of information, providing knowledgeable responses to diverse questions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Educated students on the university degrees, and assisted access to services
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Collaborated with other departments in case of need.
Sales Associate
Elite vape
10.2019 - 09.2022
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Increased sales by offering advice on purchases and promoting additional products.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Processed product returns and assisted customers with other selections.
- Achieved perfect attendance and on-time record.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Maintained records related to sales, returns and inventory availability.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Completed orders and organized product deliveries to meet customer timetables.
- Loaded and unloaded merchandise using ladder and pallet jack.
- Tracked stock using company inventory management software.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Prepared large cash deposits with zero discrepancies.
- Worked alongside retail representatives to enhance product presentations and advertising collateral.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Developed, marketed and sold full range of products and support services.
- Educated associates on market trends and stayed up-to-date on forecasts.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Assistes over 150 customers in average day by answering questions, responding to inquiries and handling telephone requests.
Manager on Duty
Best Western
01.2019 - 08.2020
- Night audit
- Front desk
- Customer service
- Invoices
- Visual matrix system
- Complied with established internal procedures by examining reports, processes and documentation.
- Planned and executed audit phases and data input into visual matrix software for analysis.
- Gathered and analyzed financial data to determine improvement efforts.
- Analyzed data and findings and prepared reports for lead auditor detailing hotel production.
- Coordinated, managed and implemented projects for auditor and examiner evaluations.
- Provided assistance and support to front desk in performing accounting analysis according to rigorous schedules.
- Prepared working papers, reports and supporting documentation for audit findings.
- Completed audit papers by thoroughly documenting audit tests and findings.
- Provided journal entries and performed accounting on accrual basis.
- Collected and reported monthly expense variances and explanations.
- Facilitated financial and operational audits, working with internal and external managers to communicate recommendations or issues surrounding audits.
- Compiled general ledger entries on short schedule with 100% accuracy.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Responded to customer requests for products, services and company information.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Successfully overcame an average of 200 calls and emails a day.
Sales Representative
Westgate Resorts
05.2019 - 08.2019
- Timeshare
- Handled purchase contracts.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Increased sales by offering advice on purchases and promoting additional products.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Attended advanced training sessions and conferences to increase product knowledge and productivity.
- Cold-called leads and closed large number of new sales over several months.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Cultivated mutually beneficial client relationships and maintained communication via phone and email.
- Collaborated with internal departments and external partners to finalize sales transactions.
- Developed top-tier negotiating skills and turned customer objections into sales opportunities.
- Displayed high-level expertise with vacation and timeshare sales techniques and industry regulations.
- Helped customers navigate choices between services with support for questions such as terms, pricing and availability.
- Resolved issues efficiently and enhanced customer satisfaction ratings.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
Operation Team Member
Gray Line Orlando
12.2018 - 05.2019
- Customer Service
- Tour CMS operating System
- Reservations
- Sales
- Tour Guiding
- Streamlined office operations by computerizing activities, managing customer communications, scheduling payments and tracking records and documents.
- Submitted quote requests to suppliers to determine best rates for organization.
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Collaborated with peers and other business areas to leverage best practices.
- Monitored progress of variety of projects to resolve issues that arose.
- Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
- Collected, arranged and input information into database system.
- Frequently inspected production area to verify proper equipment operation.
- Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.
- Built personal relationships with guests to promote positive experiences.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered average of 200 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Processed over 500 debit and credit card and electronic check payments per month with Tour CmS .
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
Cultural Representative
Morocco pavillion Epcot
09.2015 - 07.2016
- Took active role in patient and family planning process, detailing instructions and responding appropriately and effectively to questions and concerns.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained clean and organized stockroom by sweeping, mopping and removing empty boxes.
- Examined and inspected stock items for defects and reported damages to supervisor.
- Organized merchandise on floor, priced items with scan gun and switched price tickets according to promotional sales and sale expiration dates.
- Prepared returned items for shipment by boxing and labeling each box.
- Maintained effective team member communication.
- Answered customer questions and provided detailed product information.
- Performed inventory control, such as counting and stocking merchandise.
- Greeted customers and directed to requested products.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Served customers and followed outlined steps of service.
- Identified issues, analyzed information and provided solutions to problems.
Event assistant
Ariane Tours Agency
06.2014 - 06.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered over 200 calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Responded to customer comments and questions via LiveChat during shifts.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Described product highlights and benefits to help guide purchasing decisions.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Initiated termination of customer contract upon request.
- Referred complex issues relating to online order system or technology to help desk for further evaluation.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Tourism department Rep
Travel Center Agency
03.2014 - 03.2014
- Determine customers needs and preferences, such as schedules and costs
- Plan and arrange tour packages, excursions, and day trips
- Find fare and schedule information
- Calculate total travel costs
- Book reservations for travel, hotels, rental cars, and special events, such as tours and excursions
- Tell clients about what their trip will be like, including giving details on required documents, such as passports or visas
- Make alternative booking arrangements if changes arise before or during the trip
- Dealing with vouchers and coupons
- Babysitting
Call Center Rep
Morocco Call
07.2013 - 09.2013
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion and access to services.
- Answered average of 400 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Assisted 100 customers in average day by answering questions, responding to inquiries and handling telephone requests.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
- Consistently maintained 93% customer service satisfaction ratings through quality control and customer service.
- Completed over 150Number outbound calls per shift to deliver product and sales prepared survey scripts.
- Assisted team leaders by providing daily status and performance reports to provide information on areas for improvement.
- Collaborated with supplie and management to correct mistakes, track shipments and handle damage claims.
- Processed over 200 debit and credit card and electronic check payments.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Communicated professionally with colleagues, freelancers and clients.
Education
Certificate - Media Strategy
Full Sail University
Winter Park, FL10-2024
Master In Strategies And Management Of Touristic O - Hospitality And Recreation Marketing
ISItT
06.2015
Bachelor s degree - Touristic management in Management
ISITT - Tangier Morocco
06-2013
High School Diploma - Chemistry
Azzaytoun School
06.2009
Skills
- Customer Service
- Customer Care
- Microsoft office
- Arabic -native-
- French - fluent-
- Italian -learning-
- Night Audit
- Content Management Systems
- Cross-cultural communication
- Front Desk
- Sales background
- Guest Services
- Networking
- Babysitting
- Higher education
- Multilingual
- Experience in sales
- Operating Systems
- Quick-learning
- Computer Networking
- Teamwork
- Upselling
- Time management
- English
- Agile
- Communication skills
- Bilingual
- Hotel experience
- Microsoft Excel
- Certifications and Licenses
- Driver's License
- Time Management
- Retail Loss Prevention
- Policy and Procedure Adherence
- Sales Generation
- Order Processing
- Store Opening and Closing
- Cash Handling
- Stockroom Upkeep
- Upselling Techniques
- Membership Sales
- Customer Needs Assessment
- POS System Operations
- Sales Expertise
- Sales Trends
- Teamwork and Collaboration
- Product Recommendations
- Sales Goal Attainment
- Verbal and Written Communication
- Stocking and Receiving
- Educational Sales
- Retail Store Operations
- Quotas and Goals
- Commission Sales
- Retail Knowledge
- Effective Selling Techniques
- Inventory Pricing
- Returns and Refunds
- Speaking Clearly
- Sales Communications
Additional Information
- Willing to relocate to: Orlando, , FL , Authorized to work in the US for any employer
Relocation
Willing to relocate to: Orlando
Skills
- Credit and Cash Transactions
- Suggestive Selling
- Stockroom Organizing
- Persuasive Selling
- Upselling Products and Services
- Quote Generation
- Cash Register Operations
- Formal Wear
- Facility Tours
- Answering Customer Questions
- Sales Optimization
- Sales Leadership
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Customer Data Confidentiality
- Order and Refund Processing
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- POS Systems and Ordering Platforms
- Calm and Professional Under Pressure
- Online Systems
- Corporate Standards
- Filemaker Pro
- Customer Support
Westgate timeshare training
.Florida timeshare regulations and laws.
.westgate ethics and standards
Languages
Arabic
Native or Bilingual
French
Native or Bilingual
English
Native or Bilingual
Italian
Elementary
Timeline
International Admissions Representative
Full Sail University
10.2023 - 03.2025
International Admission Guide
Full Sail University
10.2022 - 10.2023
Sales Associate
Elite vape
10.2019 - 09.2022
Sales Representative
Westgate Resorts
05.2019 - 08.2019
Manager on Duty
Best Western
01.2019 - 08.2020
Operation Team Member
Gray Line Orlando
12.2018 - 05.2019
Cultural Representative
Morocco pavillion Epcot
09.2015 - 07.2016
Event assistant
Ariane Tours Agency
06.2014 - 06.2014
Tourism department Rep
Travel Center Agency
03.2014 - 03.2014
Call Center Rep
Morocco Call
07.2013 - 09.2013
High School Diploma - Chemistry
Azzaytoun School
Certificate - Media Strategy
Full Sail University
Master In Strategies And Management Of Touristic O - Hospitality And Recreation Marketing
ISItT
Bachelor s degree - Touristic management in Management
ISITT - Tangier Morocco