Marwa Bennani

- I ensure smooth daily operations and continuous campaign monitoring in direct support of team leaders and management. I handle real-time monitoring of call center activity, report operational issues, and support team leaders in work organization and operational flow. I lead floor activities including briefings, message coordination, and information sharing with agents. I am responsible for quality control through call monitoring, compliance checks, and providing improvement feedback. I track KPIs such as productivity, NRP, quality, and daily targets, and prepare regular reports. I manage urgent situations such as technical issues, absences, and high call volumes, update scripts, sales pitches, and operational tools, and act as a key liaison between management, agents, and partners.

I worked at the front desk and handled telephone reception using Opera Cloud, managing reservations and check-in/check-out procedures. I provided excellent customer service, assisted with billing, and performed various administrative support tasks to ensure smooth daily operations and a positive guest experience.

I worked remotely, providing exceptional customer service to high-profile and international clients, delivering personalized and memorable experiences. I demonstrated strong cultural awareness and adaptability in communication to meet diverse client needs, effectively resolving inquiries, objections, and complex situations with professionalism and empathy. Additionally, I created and filmed professional promotional videos for real estate listings and company marketing campaigns.

- I supervised a team of 10 to 20 call center agents, ensuring consistent performance and operational efficiency. I was responsible for KPI monitoring, lead management, and implementing performance improvement strategies. I also handled project management tasks including partnerships, business targets, and scheduling. In addition, I provided coaching, continuous training, and quality monitoring to maintain high service standards and support team development.

conducted call quality monitoring, including listening, scoring, and detailed analysis. I prepared feedback reports and implemented improvement plans to enhance agent performance. Additionally, I monitored customer satisfaction and reported insights to management to support decision-making and service improvement.