Soumia Jellali
Brooklyn
Summary
Detail-oriented professional with expertise in guest relations, reservation management, and payment processing. Proven ability to resolve guest concerns and enhance service quality.
Overview
8
8
years of professional experience
Work History
Customer Service & Receptionist
Riu Hotel
Brooklyn, NY
03.2025 - 06.2025
- Greeted guests warmly upon arrival at the hotel reception.
- Managed phone calls and directed inquiries to appropriate departments.
- Scheduled reservations and coordinated guest check-ins efficiently.
- Provided information about hotel services and local attractions to guests.
- Assisted guests with special requests and resolved their concerns promptly.
- Maintained an organized reception area, ensuring cleanliness and professionalism.
- Collaborated with housekeeping to communicate room status updates effectively.
- Processed guest payments and maintained accurate records of transactions.
- Handled customer complaints professionally while maintaining a positive attitude.
- Maintained records of customer interactions, transactions, comments and complaints.
- Performed administrative tasks such as filing paperwork, updating databases.
- Conducted follow-up surveys with customers after their purchases to assess satisfaction levels.
- Trained new employees on proper procedures related to customer service reception duties.
- Ensured that all customer documents were properly filed in accordance with company policies and procedures.
- Provided customers with product details such as prices, availability, delivery times.
- Answered incoming calls, responded to customer inquiries, and directed callers to the appropriate department or personnel.
- Developed strategies to improve quality of service delivered to customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Cashier
Keyfood
BROOKLYN
01.2021 - 11.2023
- As a Cashier at Key Food, my role has been crucial in providing efficient and friendly checkout services to customers, ensuring a positive shopping experience.
- I've been responsible for accurately processing customer purchases, handling cash transactions, and addressing customer inquiries and concerns promptly.
- My attention to detail and excellent customer service skills have contributed to a smooth and pleasant shopping experience for Key Food customers.
Customer Service Representative
National Wholesale Liquidators
BROOKLYN
04.2021 - 08.2023
- I've had the opportunity to work as a Customer Service Representative at NWL, where I've focused on providing top-notch service to shoppers and ensuring a smooth and enjoyable shopping experience.
- My responsibilities included helping customers with their questions, resolving any issues they had, and ensuring efficient checkouts.
- I'm well-versed in our supermarket's products, so I can give accurate recommendations and information.
- I've also been involved in restocking shelves and promoting sales and discounts.
- My friendly demeanor and attention to detail have contributed to providing excellent customer service, and I take pride in helping customers have a great shopping experience.
Call Center Agent
Big Call
Marrakesh
09.2018 - 08.2019
- I have experience as a Call Center Agent, where I provided excellent customer service and resolved inquiries and issues professionally.
- I have a strong knowledge of the products and services I support, and I'm skilled at problem-solving and multitasking to meet customer needs.
- I'm dedicated to following call center procedures, collaborating with my team, and achieving performance goals.
Front Desk Receptionist
ATLASSIA HOTEL
Marrakesh
09.2017 - 07.2018
- I've had the pleasure of working as a Front Desk Receptionist at ATLASSIA HOTEL, where I've been the first friendly face that guests encounter.
- My role involves welcoming guests, helping them with check-in and check-out, providing information about the hotel and local attractions, and ensuring their stay is enjoyable.
- I also handle reservations, manage phone calls and emails, and process payments accurately.
- Resolving guest concerns and maintaining a safe and secure environment are also part of my responsibilities.
- My warm and professional approach, along with my attention to detail, have contributed to providing excellent customer service.
Education
specialized technician in civil engineering diploma -
ISTP MARRAKESH
Marrakesh07.2018
High school diploma -
Marrakesh06.2016
Skills
- Microsoft Word
- Microsoft Excel
- Payment processing
- Reservation management
- Guest relations
- Administrative support
- Customer inquiry resolution
- Customer relationship management
- Remote office availability
- FLUENT IN English, French and Arabic
Languages
- French
- Arabic
- English
Personal Information
- Date of Birth: 10/19/98
- Gender: Female
Languages
English
Professional
French
Professional
Arabic
Professional
Timeline
Customer Service & Receptionist
Riu Hotel
03.2025 - 06.2025
Customer Service Representative
National Wholesale Liquidators
04.2021 - 08.2023
Cashier
Keyfood
01.2021 - 11.2023
Call Center Agent
Big Call
09.2018 - 08.2019
Front Desk Receptionist
ATLASSIA HOTEL
09.2017 - 07.2018
specialized technician in civil engineering diploma -
ISTP MARRAKESH
High school diploma -
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