Abdessamad El Anbar

Manage high-volume inbound and outbound calls while delivering professional service in a multi-cultural environment.
Support call center operations by handling guest inquiries, complaints, and service requests in line with established SOPs.
Provide reservations and booking support, including availability information, policy guidance, and follow-up coordination.
Utilize digital communication channels (phone, email, and system-based platforms) to ensure timely and accurate guest responses.
Collaborate closely with internal teams to ensure smooth team coordination and effective issue resolution.
Use CRM systems to log interactions, track cases, and follow up effectively.

Provided end-to-end guest support for an online transportation and car rental booking application.
Managed trip bookings, changes, cancellations, and scheduling with high accuracy.
Handled guest inquiries, complaints, and service recovery to ensure customer satisfaction.
Coordinated with operations and drivers to ensure smooth and timely service delivery.
Communicated professionally with multi-cultural customers via phone and digital channels.
Maintained compliance with service standards, policies, and procedures.

Managed daily administrative operations, including scheduling, document control, and
professional correspondence.
Coordinated meetings, prepared agendas, and ensured timely follow-ups to support team
productivity.
Maintained accurate and organized records, improving filing systems and workflow
efficiency.
Provided front-desk support by handling inquiries, directing visitors, and ensuring a
professional office environment.
Assisted in office coordination tasks, contributing to smooth day-to-day business
operations.

Managed customer inquiries and complaints via phone.
Used CRM tools to document cases and follow up on resolutions.
Delivered consistent, high-quality customer service.
Met KPIs related to call handling time and customer satisfaction.