Hasna Ammar
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Manager
CINEPLEX THE REC ROOM
11.2024 - Current
- Mentor staff, providing guidance on best practices and professional development opportunities.
- Analyze service metrics to identify trends and develop strategies for operational enhancements.
- Met with customers to discuss service needs and offer available solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Shift Manager
KFC Restaurant
08.2024 - Current
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Promoted a positive work environment through open communication and constructive feedback.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coordinated merchandising, promoted new products and increased brand awareness.
- Cooperated with coworkers to improve customer experience and manage storefront.
Guest Services Supervisor
CINEPLEX THE REC ROOM
10.2024 - 11.2024
- Supervised daily operations of guest services team, ensuring high standards of service delivery.
- Trained and mentored staff on customer interaction best practices and company policies.
- Coordinated logistics for special events, optimizing resource allocation and team deployment.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
Flight Attendant
saudiairlines
06.2009 - 10.2023
- Trained in emergency evacuation procedures, CPR, and First Aid
- Collaborated with flight crew members to provide excellent customer service
- Heated and served meals and delivered prepared foods to guests
- Served food and drinks from refreshment cart and provided information about in-flight offerings
- Demonstrated excellent customer service skills, providing assistance to passengers in a timely and professional manner.
Food Counter Attendant
pizza Hut (part time)
07.2008 - 03.2009
- Measured ingredients required for specific food items ordered by customers
- Utilized effective communication techniques when interacting with co-workers or customers
- Prepared salads, sandwiches, desserts and other menu items as required
- Served food to customers when waiters and waitresses needed assistance
- Carried food, dishes, trays, and silverware from kitchens and supply departments to serving counters.
Food Counter Attendant
hotel Hager (part time)
06.2007 - 06.2008
- Demonstrated excellent customer service skills, including greeting customers, taking orders, and responding to inquiries
- Maintained a clean and organized work area, ensuring compliance with health regulations
- Collected and returned dirty dishes to kitchen for washing
- Served ice water, coffee, rolls, and butter to patrons
- Set tables with clean linens, condiments, and other supplies.
Education
Certificate - hospitality & tourism
School of Tourism
Casablanca, Morocco09.2008
1st year - English Literature
University Hassan2
El Mohammedia, Morocco06.2007
High School Diploma - undefined
El Baroudi School
Casablanca, Morocco06.2006
Skills
- Microsoft Outlook, Microsoft PowerPoint
- Microsoft Word and excel
- Customer service
- Problem-solving abilities
- Sales techniques
- Cash Handling
- Customer service focus
- Energetic and Enthusiastic
- Decision-Making
- Mentoring and Coaching
- Staff Motivation
- Safety Management
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Time management
- Customer service management
- Employee training and development
- Reliable and responsible
Accomplishments
- Supervised team of 120 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
LANGUAGES
Arabic
English
Full Professional
French
Full Professional
Certification
- The initial flight attendant safety and CRM training (2009) at Prince Sultan Academy.KSA
- Specialized first and business-class flight attendant training(2012) at Prince Sultan Academy.KSA
- Top 5 premium class training programs (2019) at Prince Sultan Academy.KSA
- Leadership training SNF(2022) at Prince Sultan Academy.KSA
- First Aid & CPR level C (Canadian Red Cross) -valid(2023-2026) in Canada.
Interests
- Gym Workouts