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Manar Zemouri, Call center agent

Manar Zemouri

Call center agent·Qatar Government cantact center

Qatar

Master's degree, لغة إنجليزية

Work experience

Total years of experience: 5 years, 10 months

Call center agent

March 2025 - Present

Qatar Government cantact center

Doha, Qatar

March 2025 - Present

Experienced customer service professional skilled in handling inbound and outbound calls, resolving customer inquiries, and providing accurate information efficiently. Proficient in managing service requests, complaints, and account-related issues while maintaining high customer satisfaction. Demonstrated ability to record interactions accurately in CRM systems, follow up to ensure issue resolution, and build lasting client relationships. Consistently met performance targets and collaborated with team members to enhance communication scripts and overall service quality.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Customer Service Agent

March 2025 - Present

QGCC (Malomatia),

Doha, Qatar

March 2025 - Present

• Assisted customers with inquiries, complaints, and service requests professionally.
• Maintained accurate customer records using CRM systems and internal databases.
• Coordinated with internal departments to ensure timely issue resolution and customer satisfaction.
• Handled high-volume calls while maintaining professionalism under pressure.
• Ensured confidentiality and accuracy in all customer communications.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

مساعد إداري

January 2025 - Present

Al Qemma Educational Center

Ar Rayyan, Qatar

January 2025 - Present

Maintained up-to-date knowledge of industry best practices and office software to enhance efficiency in administrative tasks. Optimized document management through systematic organization and archiving, ensuring quick retrieval. Facilitated team collaboration by coordinating meetings, tracking project progress, and documenting key discussions. Fostered a positive work environment through effective communication and professional relationship-building.
Company industry:
Training & Education Center
Job role:
Management

Front Desk Receptionist & Graphic Designer

December 2024 - March 2025

Istanbul Educational Center,

Doha, Qatar

December 2024 - March 2025

• Welcomed students, parents, and visitors in a friendly and professional manner.
• Managed daily appointments, registrations, schedules, and inquiries.
• Handled phone calls, emails, and walk-in customer support efficiently.
• Maintained organized reception and administrative records.
• Designed promotional materials and social media content for courses and events.
• Coordinated with staff and instructors to ensure smooth daily operations.
Company industry:
Training & Education Center

Call Center Agent

March 2023 - March 2024

MOBILIS Algeria

Annaba, Algeria

March 2023 - March 2024

• Responding to customer inquiries and resolving complaints.
• Providing information on products, services, and policies.
• Upselling and promoting company offerings.
• Escalating complex issues and updating customer records.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Customer Service Agent

March 2023 - March 2024

Mobilis,

Annaba, Algeria

March 2023 - March 2024

• Responded to customer inquiries and resolved complaints efficiently.
• Maintained accurate records and updated CRM systems.
• Escalated critical customer issues to relevant departments when required.
• Provided professional customer support while following company procedures.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Sales Representative

January 2023 - March 2024

Arvea Cosmetics Company,

Annaba, Algeria •Remote

January 2023 - March 2024

• Built strong customer relationships and expanded the client base through effective communication and
negotiation.
• Promoted products and achieved sales targets through excellent customer service.
• Represented the company at trade shows and promotional events to generate leads and strengthen
professional networks.
• Used CRM software to manage customer information and track sales performance.
• Assisted customers with product recommendations and after-sales support.
Company industry:
Perfume & Cosmetics
Job role:
Sales

Customer Service

January 2022 - December 2022

Algerie Télécom Mobilis (ATM) Company

Annaba, Algeria

January 2022 - December 2022

Handl ed i nbound and outbound customer cal l s, provi di ng accurate i nformati on and resolvi ng i nqui ri es effi ci ently.
Assi sted customers wi th servi ce requests, compl ai nts, and account-rel ated i ssues, ensuri ng hi gh sati sfacti on l evel s
Mai ntai ned accurate records of i nteracti ons i n the company s CRM system.
Fol l owed up wi th cl i ents to confi rm i ssue resol uti on and mai ntai n posi tive rel ati onshi ps.
Met dai ly and monthly performance targets, i ncl udi ng cal l handl i ng ti me and customer sati sfacti on scores
Col l aborated wi th team members to i mprove communi cati on scri pts and enhance servi ce qual i ty.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

مساعد إداري

January 2021 - December 2021

Saint-Augustin agency tourism and travel

Annaba, Algeria

January 2021 - December 2021

Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks
. Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when
needed.
Facilitated collaboration within the leam. by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
Promoted a positive work environment through effective communication skills and fostering professional relationships among
colleagues.Scheduled office meetings and client appointments for statt teams.
Company industry:
Public Administration
Job role:
Hospitality and Tourism

Administrative Assistant & Receptionist

June 2020 - December 2021

Saint-Augustin Tourism and Travel Agency,

Annaba, Algeria

June 2020 - December 2021

•
Maintained a professional and organized reception area for visitors and clients.
Managed scheduling, office files, and administrative documentation.
Handled incoming calls and customer inquiries professionally.booking hotels
Supported office operations and coordinated internal communications.
•
Company industry:
Travel Agency
Job role:
Administration

مساعد إداري

January 2020 - March 2021

Arvea cosmetics company

Annaba, Algeria

January 2020 - March 2021

Company industry:
1381
Job role:
Marketing and PR

Education

جامعة باجي مختار - عنابة

June 2023

June 2023

Master's degree, لغة إنجليزية

Algeria

Badji Mokhtar Annaba University

January 2023

January 2023

Master's degree, Linguistics

Algeria

Badji Mokhtar Annaba University

January 2023

January 2023

Master's degree, English Studies

Algeria

Badji Mokhtar University - Annaba

June 2021

June 2021

Bachelor's degree, English Studies

Algeria

GPA (point): 16 out of 20

GPA (point): 16 out of 20

Badji Mokhtar University

January 2021

January 2021

High school or equivalent, Linguistics.

Algeria

Badji Mokhtar Annaba University

January 2021

January 2021

Bachelor's degree, English Studies

Algeria

Badji Mokhtar Annaba University

January 2021

January 2021

Bachelor's degree, English Studies

Algeria

Skills

PC Software

Expert

Timely

Expert

الإبتكار والتطوير

Expert

Building Relationships

Expert

Networking Strategies

Expert

EDITING

Beginner

LEADERSHIP

Beginner

Data Entry

Intermediate

Marketing

Intermediate

Logistics

Intermediate

Office Work

Expert

COMMUNICATIONS

Expert

CONSTRUCTION DESIGN AND MANAGEMENT (CDM) REGULATIONS

Expert

COLLABORATION

Expert

COORDINATING

Beginner

BUSINESS DEVELOPMENT

Beginner

COSMETICS

Beginner

MICROSOFT OFFICE

Beginner

SCHEDULING

Beginner

Secretarial

Expert

Sales

Management

Expert

Receptionist

Front Office

Intermediate

Administration

Intermediate

Accounting

Expert

Microsoft Excel

Expert

Customer Service

Intermediate

Administrative

Expert

Office Management

Expert

Order

Expert

Office Administration

Expert

Problem Solving

Expert

Mail

Expert

ACTIVE LISTENING

Intermediate

ADAPTABILITY

Intermediate

COMPLEX PROBLEM SOLVING

Intermediate

COMPOSURE

Intermediate

COMPUTER LITERACY

Intermediate

CONFLICT RESOLUTION

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

TEAM ORIENTED

Intermediate

Call Center

Intermediate

HOSPITALITY

Intermediate

IT INFRASTRUCTURE

Intermediate

RECORDS MANAGEMENT

Intermediate

ADMINISTRATIVE SUPPORT

Intermediate

OPERATIONS

Intermediate

PROFESSIONALISM

Intermediate

Languages

Arabic

Native Speaker

English

Expert

French

Beginner

Training and Certifications

Certifications
Administrative Assistant
Graphic Design Certificate ESL Certificate Basics of E-Services
Administrative Assistant Training
Basics of E-Services
ESL Certificate
Graphic Design Certificate
admin assistant
Oct 2023
graphic designer
hostess

Hobbies and interests

montage videos
graphic designer