Fouzia Mandour
Ottawa,ON
Summary
Dynamic professional with a proven track record in enhancing customer satisfaction and streamlining quality control processes. At Royal Air Maroc, led quality training initiatives and improved safety guidelines, boosting operational efficiency. Skilled in cooking and customer service, adept at multitasking and fostering client relationships. Excelled in fast-paced environments, ensuring top-notch service and compliance with health standards.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Cook
Bytown Catering (CMHC Cafeteria)
09.2023 - Current
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
Senior Travel Agent
Rafinity Travel & Events
06.2018 - 04.2023
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Increased sales and customer satisfaction through personalized servicing.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Followed up with customers to increase customer service with travel plans.
- Informed customers of promotions to increase sales productivity and volume.
- Built relationships with customers and community to promote long term business growth.
- Maximized client retention through exceptional customer service and timely followups.
Quality Control Supervisor
Royal Air Maroc
01.2008 - 05.2018
- Supported audits and led teams to fully investigate quality control processes and root out deficiencies.
- Trained workers in different departments in improved procedures designed to enhance quality and eliminate errors.
- Supervised and directed quality control personnel through effective mentoring, coaching and work delegation.
- Ensured adherence to safety guidelines throughout all aspects of the production process, resulting in an improved workplace environment for employees.
- Management of phone advisors (team between 15 – 25)
- Quality control of calls served by phone advisors.
- Detection and correction of anomalies and operator failures.
- Provide briefing sessions, coaching and training on new procedures.
- Evaluation of staff performance (quality of calls, sales, number of complaints and anomalies, attendance, profitability, etc.).
- Coordination between the Royal Air Maroc Call Center and the Operations Control Center at Mohamed 5 Airport in Casablanca.
- Monitoring of the daily flight situation.
- Support Help Desk for travel agencies in Spain.
- Schedule of flight irregularities (Cancellation, change of schedule, change of aircraft, etc.).
Education
Cook - Cooking
Social Complex For Human Development
Casablanca - Morocco06.2021
Computer Graphic Designer - Graphic Design
IT Sup School
Casablanca - Morocco06.2006
High School Diploma -
El Farabi High School
Casablanca - Morocco06.2001
Skills
- Customer Service
- Food handling
- Cooking
- Cleaning and organization
- Destination knowledge
- Multilingual Communication
- Cross-selling techniques
- Upselling abilities
- Quality Training
- GMP Knowledge
- Quality Tools
- Standard Operating Procedures
Languages
Arabic
Native or Bilingual
French
Full Professional
Spanish
Full Professional
English
Limited Working
Certification
· February 2015 – Training in “Local Manager” at the Royal Air Maroc Head Office in Casablanca – Morocco.
· October 2014 – Training in “Non-Discrimination” at Mohamed V Airport in Casablanca – Morocco.
· March 2014 – Training on the theme “Training of trainers” at the Royal Air Maroc Head Office in Casablanca – Morocco.
· January 2013 – Training on the theme “Professionalizing your customer relations practice” at the Royal Air Maroc Head Office in Casablanca – Morocco.
· January 2013 – Training on the theme “Optimizing customer relations : conditions for success and challenges” at the Royal Air Maroc Head Office in Casablanca – Morocco.
· July 2010 : Training in Customer service and team management within the SARL Intelligent Business in Paris – France.
· December 2006 – January 2007 : AMADEUS training at the Royal Air Maroc Head Office in Casablanca – Morocco.
Timeline
Cook
Bytown Catering (CMHC Cafeteria)
09.2023 - Current
Senior Travel Agent
Rafinity Travel & Events
06.2018 - 04.2023
Quality Control Supervisor
Royal Air Maroc
01.2008 - 05.2018
Cook - Cooking
Social Complex For Human Development
Computer Graphic Designer - Graphic Design
IT Sup School
High School Diploma -
El Farabi High School
· February 2015 – Training in “Local Manager” at the Royal Air Maroc Head Office in Casablanca – Morocco.
· October 2014 – Training in “Non-Discrimination” at Mohamed V Airport in Casablanca – Morocco.
· March 2014 – Training on the theme “Training of trainers” at the Royal Air Maroc Head Office in Casablanca – Morocco.
· January 2013 – Training on the theme “Professionalizing your customer relations practice” at the Royal Air Maroc Head Office in Casablanca – Morocco.
· January 2013 – Training on the theme “Optimizing customer relations : conditions for success and challenges” at the Royal Air Maroc Head Office in Casablanca – Morocco.
· July 2010 : Training in Customer service and team management within the SARL Intelligent Business in Paris – France.
· December 2006 – January 2007 : AMADEUS training at the Royal Air Maroc Head Office in Casablanca – Morocco.
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