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Firdaous Dami, customer service agent

Firdaous Dami

customer service agent·Qatar Airways

Morocco

Bachelor's degree, English Studies

Work experience

Total years of experience: 3 years, 1 months

customer service agent

October 2023 - October 2025

Qatar Airways

Doha, Qatar

October 2023 - October 2025

• Managed ticketing and reservations for Qatar Airways, ensuring timely and accurate processing.
• Handled customer relationship management (CRM) to enhance customer satisfaction and resolve complaints effectively.
• Thrived in a fast-paced environment, consistently meeting deadlines while maintaining high service standards.
• Collaborated with the social media department to address customer inquiries and promote brand loyalty.
Company industry:
Airlines
Job role:
Administration

CustomerServiceSpecialist–Commercial Operations

October 2023 - October 2025

Qatar Airways

Doha, Qatar

October 2023 - October 2025

Managed high-volume ticketing, reservations, and customer
documentation using GDS and CRM systems.
Prepared daily operational and performance reports for internal
coordination.
Coordinated with cross-functional departments to ensure service
efficiency and workflow accuracy.
Handled customer inquiries and issue resolution with professionalism and discretion.
Maintained accurate operational databases and ensured compliance with company procedures.
Company industry:
Airlines

front desk agent

July 2023 - October 2024

four seasons

Casablanca, Morocco

July 2023 - October 2024

• Greeted and assisted guests with a focus on delivering exceptional customer service.
• Managed check-in and check-out processes, ensuring smooth transitions for guests.
• Handled inquiries and processed payments, contributing to a seamless guest experience.
• Handling social media to enhance the hotels online presence and engagement.
Company industry:
Hospitality & Accomodation
Job role:
Hospitality and Tourism

FrontOffice&Administrative-OperationsSpecialist

July 2023 - September 2023

Four Seasons Hotels and Resorts-

Casablanca, Morocco

July 2023 - September 2023

Coordinated front office operations, scheduling, and guest
documentation.
Managed records, payment documentation, and internal reporting
processes.
Supported management with administrative planning and executive
coordination tasks.
Company industry:
Hospitality & Accomodation

receptionist

May 2023 - July 2023

hotel relax

Casablanca, Morocco

May 2023 - July 2023

• Greeted and assisted guests with a focus on delivering exceptional customer service.
• Managed check-in and check-out processes, ensuring smooth transitions for guests.
• Handled inquiries and processed payments, contributing to a seamless guest experience.
• Handling social media to enhance the hotels online presence and engagement.
Company industry:
Hospitality & Accomodation
Job role:
Administration

FrontOfficeOperations

May 2023 - July 2023

Hotel Relax-Casablanca,

Casablanca, Morocco

May 2023 - July 2023

Resolved customer inquiries and operational issues in a fast-paced
environment.
Supported occupancy management and coordination with
housekeeping and maintenance teams.
Maintained structured filing systems and confidential
correspondence.
Company industry:
Hospitality & Accomodation

customs adviser

October 2022 - May 2023

outsourcia

Casablanca, Morocco

October 2022 - May 2023

• Provided exceptional after-sales support for a British clothing brand, focusing on elderly customers.
• Assisted customers with order placements, payment issues, and refunds, ensuring a smooth experience.
• Developed strong communication skills and patience while handling challenging inquiries.
• Contributed to customer satisfaction, leading to an increase in positive feedback ratings.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

CustomerServicesRepresentative

October 2022 - May 2023

Outsourcia Group-Casablanca,

Casablanca, Morocco

October 2022 - May 2023

Handled high-volume inbound and outbound calls in a fast-paced call
centerenvironment supporting a UK-based clothing and retail brand.
Company industry:
Telecommunications
Job role:
Accounting and Auditing

Education

Université Hassan II De Casablanca

July 2022

July 2022

Bachelor's degree, English Studies

Morocco

Université Hassan II-Morocco

July 2022

July 2022

Bachelor's degree, English literature

Morocco

Skills

Corporate Hospitality

Expert

Admin Assistant

Expert

Customer Care

Expert

Aviation

Expert

Administration

Expert

team work

Expert

microsoft pack

Intermediate

administration

Expert

customer focused

Expert

ADMINISTRATIVE FUNCTIONS

Intermediate

CONFLICT RESOLUTION

Intermediate

DOCUMENT CONTROL

Intermediate

GUEST RELATIONS

Intermediate

LEADERSHIP

Intermediate

OFFICE MANAGEMENT

Intermediate

OFFICE PROCEDURES

Intermediate

PROBLEM SOLVING

Intermediate

RECORDS MANAGEMENT

Intermediate

TEAMWORK

Intermediate

Sales

Expert

Microsoft Excel

Expert

Microsoft Office

Expert

Customer Service

Expert

Management

Expert

Languages

Arabic

Native Speaker

French

Intermediate

English

Expert

Training and Certifications

Training
amadeus Altea
amadeus