Aptitudes:

In my previous jobs as both as a multilingual tour guide and an office clerk, I have learned the importance of customer service, a skill I know as highly valued around
the world. I love to work in an international environment, where I can use my foreign language skills and knowledge of other cultures. I am highly trainable and would like to learn new things. I find it very rewarding to have the opportunity to show the best of myself to clients, peers and superiors. 

Academic Education:
– October 2007 – Obtained a certificate of completion of the first year of the study
“Master in English Language & Literature” at the Abdul-Malik Essaadi University,
College of Arts and Humanities, Tetouan, North Morocco http://www.flsht.ac.ma/ July, 2007
– Bachelor of Arts University Degree in English Language & Literature from AbdulMalik Essaadi University, College of Arts and Humanities, Tetouan, Morocco 2007
– Certificate in International Accept English Proficiency, (C1) from Anglia Examinations, Chichester London, UK, Chichester College, Chichester, West
Sussex www.anglia.org

– October, 2007 obtained the official License for English Speaking Tour Guides issued by the Moroccan Ministry of Tourism

– 2003 – Certificate of competence in Information Technology Issued by IGITA Institute, Ksar El Kebir, Morocco 

Understanding IELTS: Techniques for English Language Tests, Educator: Sara
Pierson, British Council, London, United Kingdom, 2016
https://www.futurelearn.com/statements/7b2ctv4
Understanding Language: Learning and Teaching, University of Southampton and
British Council, United Kingdom, Educators: Sara Pierson & Darren Paffey, 2016
University of Southampton, University Road, SO17 1BJ Southampton, United
Kingdom, 2016 https://www.futurelearn.com/statements/u4q68hb
IELTS Certificate, International English Language Testing System, British Council,
Doha, Qatar, 2016
International TEFL Certificate for Teaching English as a Foreign Language, TEFL
Organization,18 Alexander Place, Inverness, IV3 5BX, United Kingdom, 2016 http://www.tefl.org.uk 

Major Competencies:
Over twelve years of successful working experience in several working areas,
which can be described as follows: teaching, translation tourism, merchandising,
hotel industry and statistics handling various capacities such as Tourist Guide, EFL
English Teacher, Translator, Receptionist, and Customer Service Representative
Former Experience in the capacity of an EFL English Teacher in a number of
private language schools in the Kingdom of Morocco
Former Experience as a translator working on the translation of the formal texts,
letters, discourses, communiqués, and newspapers from English to Spanish and
Arabic to Spanish, at the Embassy of the Bolivarian Republic of Venezuela in the
State of Qatar
Former Experience as a translator at the Embassy of the Republic of Uruguay in
the State of Qatar translating Qatari and international newspapers and formal
documents from Arabic into Spanish and from English into Spanish. 

Career History:
July 2015 to Present, Malomatia Technology Services (QGCC) Qatar Government
Contact Center:
July 2015 to Present, Malomatia Technology Services: Employed as Customer
Service Representative at the Qatar Government Contact Centre, Here, I was
tasked with several governmental duties for Ministry of Technology and
Telecommunications; Ministry of Tourism mostly referred to as Qatar Tourism
Authority, Ministry of Economy and Commerce and General Retirement and 
Social Insurance Authority as well as Katara Cultural Village acting as a liaison
between customers and governmental departments coupled with the previously
mentioned Qatari Ministries – Resolving customer complaints, answering account
questions, and giving detailed information to various queries in addition to
upgrading customer accounts & handling high call volumes with information on
Oracle and Hewlett-Packard HP – making updates on registered accounts and
profiles – closing out and opening call records – liaising with customer service
management to ensure proper customer service is being delivered – compiling
reports on overall customer satisfaction and handle changes in policies and renewals. 

21st April- 2013 – May, 2015, Front Office Clerk, The Diplomatic Club Doha, West
Bay Area Qatar Employed by the Ministry of Foreign Affairs of Qatar, Duties ranged
from; Greeting club members, visitors and newcomers at the front office desk –
operating the switch board (both internal and external calls) – Providing detailed
information to newcomers and potential customers in various languages (English,
French, Spanish and Italian and German) – Expediting entry process of high profile
clients, who are welcomed by the Qatari Ministry of Foreign Affairs at the
international airport – Arranging access to the VIP lounge at the Doha
international airport – Monitoring the fire alarm system of The Diplomatic Club.
October 2007 until April, 2013 – International Tour Guide, Ministry of Tourism in
Tangier, Morocco As a fully licensed tour guide, I organized and led sightseeing
and cultural tours through the North and South of Morocco including the Sahara.
As a travel expert, I made sure the tours were tailored to meet the expectations
of my international clients and would create ever-lasting meaning. The success of my tours was proven by the many clients I got through referrals from former tourists and customers

Administrative & IT Skills:

– Faxing and e-mailing with a typing speed of (120 words per minute) – Competent with good command on office automation especially Micro Soft Word, Excel
Outlook & PowerPoint

– Familiarity with HP, Hewlett-Packard, Oracle plus Cisco Systems and Amadeus Hogatex (Computer Reservations System)

– Performing cashier tasks e.g. handling cash and credit card payments and issuing receipts and invoices. – Keeping an archive for reference purposes 

– Competent and highly Efficient in handling Switchboard operating systems

Key Competencies:
Have acquired excellent time management with planning and presentation skills
coupled with a great ability to work under pressure, as well as, independently if
required in order to achieve high work quality targets and customer service
satisfaction – Have been comfortable working in multinational work environments
and have actively improved good organizational and self-management skills
over a twelve-year work experience so far, with great ability to effectively handle
multiple responsibilities and strong problem solving capabilities.

Modern Languages:
Arabic: Native Language, 100 %, English: Proficient (C1) 100 % – speaking,
reading, writing – French: 75 % Good, (speaking, reading, (writing) German: Good,
75 % (B1) – speaking, reading, writing Spanish: Advanced, 95 % – speaking,
reading, writing – French: 75 % (A2) – adequate working knowledge in tourism
and hospitality – Italian: 60 % (A2) – adequate working knowledge in tourism and hospitality.