ameni mamou

Welcomed and assisted guests, ensuring a smooth and professional check-in experience.
• Coordinated bookings for dolphin interactions and tours, helping maximize attendance and revenue.
• Handled payments, tracked revenue, and maintained financial records with accuracy.
• Analyzed guest flow and booking trends, providing insights for operational improvements.
• Assisted in preparing weekly and monthly reports for management.
• Tools used: Excel, Google Sheets, basic dashboards.

• Delivered world-class guest service to international visitors at a luxury Dubai attraction, consistently
exceeding satisfaction benchmarks across high-volume daily operations.
• Recognised as Colleague of the Year (2024) across Atlantis The Palm for exemplary professionalism,
service delivery, and teamwork in a multicultural environment.
• Cross-trained as Call Center Agent managing multi-channel communications for Dolphin Bay,
Aquaventure Waterpark, and resort services — handling high volumes with composure and accuracy.
• Coordinated guest bookings, ticketing, and capacity planning using the GALAXY Ticketing System,
ensuring seamless experiences for large volumes of international guests daily.
• Resolved guest complaints and service issues calmly and efficiently, maintaining high satisfaction
scores and upholding luxury brand standards.
• Processed daily payments, reconciled financial records, and produced accurate reports —
maintaining zero discrepancy across all transactions.
• Communicated fluently in Arabic, English, and French, enhancing the guest experience for diverse
international visitors.

• Handled high volumes of inbound customer inquiries professionally, consistently meeting KPIs
including CSAT scores, first-call resolution rates, and average handle time.
• Resolved billing disputes and service concerns with empathy and efficiency, maintaining customer
trust and loyalty.
• Managed customer account records using CRM systems in full compliance with data protection
policies.

• Provided courteous, accurate customer assistance for mailing, package tracking, and postal services
in a face-to-face environment.
• Managed cash register operations with zero discrepancy across all daily transactions.
• Advised customers on shipping options, delivery timelines, and customs requirements, demonstrating
clear communication in a regulated setting.