Souhaila Elouardaoui
Dallas,TX
Summary
Driven and motivated to maintain and providing information about services and products to customers. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns.
Overview
9
9
years of professional experience
Work History
Alarm Operator / Dispatcher / Customer Support
Macy’s Store Operation Center, MSOC
03.2019 - Current
- Managed daily delivery and work schedules to maximize coverage.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Dispatching PD, Fire department, and mall security in case of an armed location
- Placing Burglary and fire system on test mode based during their test month period, while communicating all received signals
- Submitting daily reports, for Single and Multiple Alarms, as well as the Police Activity reports
- Informing and reporting Tier incidents to Higher-up position in the company via test message, email, and phone calls
- Processing Purchase order numbers for the repair system tickets, then dispatching it to our Vendors via phone call or Email
- Monitoring and managing to update files through Excel and facility center drives to maintain it up to date
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
Customer Service Representative
World Education Services, WES
09.2017 - 11.2018
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Educated customers on special pricing opportunities and company offerings.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Cruise, Front Desk/ Hostess / Travel Agent
Norwegian Cruise Lines, NCL
02.2015 - 06.2017
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
- Worked diligently to resolve booking, fare and regulations issues alongside passengers and travel agents.
- Responded immediately to clients' questions, issues and complaints and found effective solutions when required.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
High School DIPLOMA -
Carteret High School
Carteret, NJ06.2012
Skills
- Data Entry and Maintenance
- Call Center Customer Service
- Verbal and Written Communication
- Fluent in English, Arabic, and French
- Inbound/Outbound Phone Calls
- Answering questions,Resolving issues
- Complaint resolution,Appointment Scheduling
- Payment Processing and account updating
Timeline
Alarm Operator / Dispatcher / Customer Support
Macy’s Store Operation Center, MSOC
03.2019 - Current
Customer Service Representative
World Education Services, WES
09.2017 - 11.2018
Cruise, Front Desk/ Hostess / Travel Agent
Norwegian Cruise Lines, NCL
02.2015 - 06.2017
High School DIPLOMA -
Carteret High School
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