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ameni mamou, Receptionist

ameni mamou

Receptionist·Atlantis Dubai

United Arab Emirates

Bachelor's degree, Literatures And Civilizations Of English-speaking Countries

Work experience

Total years of experience: 3 years, 0 months

Receptionist

November 2023 - Present

Atlantis Dubai

Dubai, United Arab Emirates

November 2023 - Present

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.

Company industry:
Hospitality & Accomodation

Guest Services & Call Center Agent

November 2023 - Present

Atlantis The Palm

Dubai, United Arab Emirates

November 2023 - Present

• 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.

Company industry:
Hospitality & Accomodation

Customer Service Agent

October 2023 - December 2023

Concentrix

Tunis, Tunisia

October 2023 - December 2023

• 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.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Customer Service Representative

June 2022 - September 2022

Tunisian Post

Tunis, Tunisia

June 2022 - September 2022

• 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.

Company industry:
Financial Services
Job role:
Customer Service and Call Center

Education

University Of Tunis

May 2023

May 2023

Bachelor's degree, Literatures And Civilizations Of English-speaking Countries

Tunisia

GPA (rating): Very good

GPA (rating): Very good

Skills

Time Management
Expert
Time Management
Expert
Business Resilience
Expert
Business Resilience
Expert
Problem Solving
Expert
Problem Solving
Expert
Communications
Expert
Communications
Expert
Communication
Expert
Communication
Expert
Attention to detail
Intermediate
Attention to detail
Intermediate
Resilience
Intermediate
Resilience
Intermediate
Excel
Intermediate
Excel
Intermediate
Galaxy
Expert
Galaxy
Expert
BILLING
Intermediate
BILLING
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE DESK
Intermediate
CUSTOMER SERVICE DESK
Intermediate
FINANCIAL STATEMENTS
Intermediate
FINANCIAL STATEMENTS
Intermediate
GUEST RELATIONS
Intermediate
GUEST RELATIONS
Intermediate
HOSPITALITY
Intermediate
HOSPITALITY
Intermediate
IT CAPACITY MANAGEMENT
Intermediate
IT CAPACITY MANAGEMENT
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
Microsoft Office
Expert
Microsoft Office
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Front Office
Expert
Front Office
Expert
Receptionist
Expert
Receptionist
Expert

Languages

Arabic

Native Speaker

English

Expert

French

Intermediate

Training and Certifications

Certifications
First aid
Mar 2025 - Feb 2028

Hobbies and interests

Reading