Marwa Alosseil

• Resolve guests’ issues, provide service recovery & coordinate with other departments, when needed; to achieve high levels of guest satisfaction;
• Conduct daily VIP guests room assignments based on guests’ preferences;
• Set standards of communication with other departments in terms of feedback, VIP & Hilton Honors amenities handling;
• Provide coaching in terms of Hilton Honors updates, regulations,
• Coach team members about the company’s history, values & brands;
• Print daily reports from OnQ & CRM regarding daily arrivals, customer satisfaction (SALT) & Hilton Honors enrollments;
• Created courtesy calls scripts, pre-arrival emails & welcome letters format;
• Handle guests’ feedback (reviews, complaints & questions) on the spot & via review & service rating channels, & take necessary action

• Created the Customer Care Department;
• Set work plans, ticket processing & compensation procedures;
• Managed & monitored the performance of Customer Care Agents;
• Processed complaints/suggestions/queries/feedback submitted by customers via company’s website,
social media & call center;
• Monitored & handled the company’s social media profiles (2013-2014);
• Generated weekly & monthly reports regarding team members’ performances & numbers of
received feedback.

• Worked as a front office agent CSR;
• Checked on customers’ medical approvals/claims & coordinated with internal departments to have
them updated;
•Provided updates/information regarding approval/claim history;
• Answered client’s queries regarding medical networks & services;
• Coordinated with hospitals & medical centers to provide necessary documents & procedures.

• Handled property owners’ feedback/queries & provided assistance;
• Coordinated between new buyers & managements in regards of activities & updates; Created &
managed the company’s social media profiles.

• Worked as a front office agent CSR, 2009;
• Provided technical assistance to customers;
• Submitted customers’ feedback & complaints into the system;
• Worked as a back office agent mid 2010- Feb 2011;
• Received & processed customers’ complaints;
• Checked customers’ history of connection/disconnection & coordinated to provide compensations;

• Coordinated with other internal departments, when needed, to resolve the issues & update which
on CRM.