FAYROUZ BOUKRIES
Toronto,ON
Summary
Talented, with demonstrated record of success in marketing management and campaign development. Successful at overseeing all stages of initiatives, building positive relationships and promoting products with innovative and forward-thinking approaches. Well-versed in tracking market trends and capitalizing on opportunities. Seasoned supervisor in office and administrative support with a solid background in overseeing daily operations and enhancing workflow efficiency. Skilled in team leadership, process optimization, and conflict resolution, ensuring smooth operational flow and staff productivity. Demonstrated ability to implement effective policies that significantly improve organizational procedures. Committed to fostering professional growth within teams while maintaining high levels of accuracy and compliance.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Travel Activities Coordinator
Tabi
Paris/Fes. , Morocco
01.2021 - 01.2022
- Planned, organized or led exercise routines, athletic events or arts and crafts.
- Conducted surveys and feedback sessions to assess participant satisfaction and identify areas for improvement in the activity program.
- Coordinated logistics for external outings, including transportation and venue bookings, ensuring safety and accessibility for all attendees.
- Evaluated the effectiveness of the activity program, making data-driven adjustments to improve participant satisfaction and engagement.
- Managed budgets for activities and events, ensuring cost-effectiveness and optimal allocation of resources.
- Managed inventory of supplies and equipment for activities, ensuring availability and good condition of all necessary materials.
- Facilitated group activities, fostering a sense of community and encouraging social interaction among participants.
- Stored and retrieved vehicles, radios and ride components.
- Resolved customer complaints regarding worker performance or services rendered.
- Administered first aid in emergency situations.
- Wrote and presented strategies for recreational facility programming using customer or employee data.
- Organized special events such as holiday parties, cultural celebrations, and educational workshops, enhancing the overall program offering.
- Scheduled and coordinated events and activities.
- Analyzed customer feedback to identify areas for improvement in services offered.
- Organized recreational activities to promote social interaction among participants.
- Increased engagement 35% in 6 months
Marketing et Communicatio
PUBCIC
Marrakech, Morocco
09.2017 - 01.2019
- Optimized inbound and outbound programs based on individual campaign reports and progress against targets.
- Identified potential markets and market segments with desired customers and gaps for optimum product demand.
- Evaluated digital presence by product, service or brand to help define digital strategies.
- Created graphical illustrations to share market research insights.
- Delivered program information to public by preparing and presenting press releases, conducting media campaigns and maintaining program-related web sites.
- Developed public relations strategies to influence public opinion or promote ideas, products or services.
- Advised on development of new service and product offerings to increase shares in emerging markets.
- Coordinated marketing campaigns, monitoring accuracy, execution and follow-up.
- Managed social media platforms and utilized metrics to increase engagement and campaign performance.
- Collaborated creatively to develop brand content, enhancing identity and engaging audience.
- Performed research to analyze customer behavior, purchasing habits, trends and preferences.
- Participated in brainstorming sessions for new projects.
Call Center Supervisor
Webhelp
Fes, Morocco
10.2014 - 09.2017
- Developed incentive programs to motivate staff and increase team performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Participated in hiring interviews and selection process for new team members.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Supported sales team members to drive growth and development.
- Coached staff on strategies to enhance performance and improve customer relations.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
- Coordinated staff schedules to ensure optimal coverage during peak hours.
- Created incentives for employees who achieved high performance standards.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Reviewed customer complaints to determine appropriate methods for resolution.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Analyzed customer feedback data to identify trends in customer service issues.
- Identified areas where additional training was needed among existing staff members.
Customer Service Call Center Supervisor
Call in Out
Fes/Bruxelles
02.2008 - 07.2014
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Guided employees in handling difficult or complex problems.
- Researched and prepared reports required by management or governmental agencies.
- Conducted regular one-on-one meetings with team members to discuss progress and development needs.
- Trained and mentored new customer service executives to speed onboarding process.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Monitored call center performance metrics and identified areas for improvement.
- Ensured compliance with applicable laws and regulations related to customer service.
- Resolved escalated customer complaints in a timely manner.
- Facilitated product presentations to potential customers and delivered custom solutions for business needs.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Created weekly reports summarizing operational performance metrics.
- Established strong relationships with customers through active listening and problem solving skills.
- Partnered with customer service team to create regional strategy for new business development
- Managed daily staffing schedules to ensure adequate coverage at all times.
- Interpreted and explained work procedures and policies to brief staff.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Conversed with customers to determine destination, mode of transportation and accommodations.
- Monitored global events that could impact travel plans and proactively communicated potential risks or delays to affected travelers.
- Provided timely updates on any changes in schedule or budget constraints during a trip.
Education
BBA - Business Administration And Management
COLLEGE Boreal
Toronto, Ontario05-2024
M.D. - Law
UNIVERSITE Sidi Mohammed Ben Abdallah
Fes, Morocco 09.2011 - 06.2014
Skills
- InDesign
- PowerPoint
- Excel
- Word
- Strategic Marketing
- Strategic Planning and Alignment
- Service Promotion
- Market Trends Analysis
- Campaign Performance Tracking
- Marketing Strategy Development
- Product Promotion
- Marketing and Advertising
- Social Media Campaigns
- Conflict Resolution
- Event promotion
- Music and entertainment coordination
- Activities documentation
- Calendar management
- Team management
- VIP services
- Team leadership
- Project management
- Multitasking Abilities
- Professionalism
- Continuous improvement
- Written communication
- Customer service
- Adaptability
- Travel arrangements
Languages
English
Full Professional
French
Native/ Bilingual
Arabic
Native/ Bilingual
Spanish
Full Professional
Timeline
Travel Activities Coordinator
Tabi
01.2021 - 01.2022
Marketing et Communicatio
PUBCIC
09.2017 - 01.2019
Call Center Supervisor
Webhelp
10.2014 - 09.2017
M.D. - Law
UNIVERSITE Sidi Mohammed Ben Abdallah
09.2011 - 06.2014
Customer Service Call Center Supervisor
Call in Out
02.2008 - 07.2014
BBA - Business Administration And Management
COLLEGE Boreal
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