Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Racha Harfouchi

Laval,Canada

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success.

Overview

19
19
years of professional experience

Work History

Customer Service RepresentativeW

Manulife
Montreal, QC
02.2024 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Processed new policy applications and updated existing policy documents.
  • Verified accuracy of customer data entered into the system.
  • Researched relevant policy information to answer customer questions.
  • Maintained accurate records of customer interactions and transactions.
  • Advised customers on available coverage options that best fit their individual needs.
  • Responded promptly to customer inquiries about their policies and provided timely updates as needed.
  • Reviewed insurance policies to ensure compliance with existing regulations.
  • Evaluated customer applications and determined eligibility for coverage based on established criteria.
  • Provided guidance to customers regarding available insurance plans and their benefits and limitations.
  • Identified areas of potential fraud or abuse in claims processing activities.
  • Ensured that customer data was kept confidential at all times in accordance with applicable laws and regulations.
  • Coordinated with other departments within the organization regarding issues related to policy administration.

Baggage Coordinator

Sunwing Airlines
Montreal, QC
11.2021 - 03.2022
  • Monitor and track passenger luggage to ensure all bags are handled properly and arrive at the correct destination
  • Track the luggage to ensure they arrive safely
  • Track down where the bags were last scanned so that they can be retrieved and returned to the passenger.
  • Reviewed incoming claims for accuracy and completeness, ensuring all necessary documentation was included.
  • Researched and resolved discrepancies between customer accounts and billing statements.
  • Compiled data from a variety of sources to prepare reports on claims activity.
  • Verified policy coverage details to determine eligibility for reimbursement.
  • Provided training and guidance to new staff members on filing procedures and regulations.
  • Collaborated with other departments to resolve complex issues related to claims processing.
  • Maintained accurate records of all claim activities including payments, denials, and appeals.
  • Prepared detailed invoices for payment by clients or insurers.
  • Resolved customer complaints in a timely manner while upholding company standards.

Airport Service Agent

Emirates Airlines
Algeria, Algiers
06.2013 - 06.2016
  • Manage overall operations of functional areas of the aviation operation division
  • Lead agent covering ticket counter and gate processing, baggage service and operations for aircraft weight and balance.
  • Greeted passengers, answered inquiries and directed them to appropriate areas.
  • Assisted with check-in process for departing flights including verifying passenger identification and processing ticketing requests.
  • Provided assistance to passengers with special needs or disabilities.
  • Monitored the boarding of aircrafts and ensured all safety regulations were met.
  • Helped load luggage onto planes in a timely manner.
  • Handled customer complaints in a professional manner and resolved issues quickly.
  • Conducted pre-flight security checks for passengers and their belongings.
  • Communicated flight information, gate changes and other important announcements over the PA system.
  • Verified accuracy of flight manifests prior to departure times.
  • Coordinated with airline personnel regarding passenger seating assignments and baggage handling procedures.
  • Kept detailed records of all transactions performed during shift.
  • Maintained up-to-date knowledge of airline policies and procedures related to customer service.
  • Performed regular inventory checks of supplies used by Airport Service Agents throughout the day.
  • Filled out paperwork for lost or damaged baggage claims filed by passengers.
  • Managed gate, ramp and cabin services for each flight.

Airport Ticketing Agent

Lufthansa
Algeria, Algiers
12.2011 - 05.2013
  • Booking last minutes tickets at the airport counter/Rebooking last minute flight tickets
  • Group Reservations and corporate accounts.
  • Provided customer service to travelers, including ticketing and seating assistance.
  • Assisted in resolving customer complaints and inquiries related to ticketing services.
  • Processed payments for tickets using a variety of payment methods such as cash, credit cards, and checks.
  • Verified identification documents such as passports, driver's licenses, and visas.
  • Confirmed reservations by entering passenger data into the system accurately.
  • Issued tickets with correct information regarding flight times, destinations, and seat assignments.
  • Resolved discrepancies between reservation systems to ensure accuracy of records.
  • Provided passengers with boarding passes and travel documents according to airline regulations.
  • Informed passengers about baggage allowances, restrictions, and fees associated with their flights.
  • Advised customers on various options available when making changes or cancellations to their itineraries.
  • Answered phone calls from customers seeking assistance with ticketing issues or questions.
  • Assisted in troubleshooting problems encountered during the check-in process at airports or other locations.
  • Maintained knowledge of current flight schedules for all airlines served by the company.
  • Utilized computer software programs for booking flights and managing reservations.
  • Ensured that airport security requirements were met prior to issuing tickets.
  • Compiled reports on daily sales activity for management review.
  • Collaborated with other departments within the organization to coordinate scheduling needs.
  • Performed administrative duties such as filing paperwork and updating customer profiles.
  • Monitored incoming emails from customers concerning ticket purchases or changes in travel plans.
  • Maintained up-to-date knowledge of airline rules and regulations related to ticketing services.

Front Desk Supervisor

Hilton Hotel
Algeria, Algiers
09.2005 - 01.2011
  • Monitored the front desk staff to ensure proper customer service was provided.
  • Assisted guests with inquiries and requests.
  • Resolved customer complaints promptly and efficiently.
  • Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
  • Processed payments, cashiering duties and credit card transactions accurately.
  • Performed administrative tasks such as filing documents, answering phone calls and emails.
  • Coordinated room assignments by considering guest preferences and special requests whenever possible.
  • Ensured that all safety regulations were followed at all times.
  • Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
  • Created weekly schedules for front desk staff according to business needs.
  • Conducted regular performance evaluations of front desk staff members.
  • Supervised daily operations at the front desk including check-ins and checkouts, reservations.
  • Participated in meetings with other managers to discuss strategies for increasing profitability.
  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
  • Monitored reservations to track incoming parties and special events.

Education

Redwood Middle School

Tourisme And Hospitality - Hotels, Resort Management

Golf Ecole Algiers

Airport Operations -

Lufthansa Aviation Collage

Airport Operations -

Emirates Aviation Collage

Skills

  • Organized and diligent with excellent written, oral and interpersonal communication skills
  • Adept in delivering quick and accurate customer service
  • Maintaining accurate computer logs of all activity
  • Travel Arrangements
  • Problem-solving skills
  • Customer service abilities
  • Call Management
  • Critical Thinking
  • Conflict Resolution
  • Information documentation
  • Positive Attitude
  • Strong communication abilities
  • Ticket Sales Audits
  • Documenting information
  • Client Interviews
  • Problem-Solving
  • Customer Complaint Resolution
  • Staff Supervision
  • Information Collection
  • Data retrieval systems
  • Insurance Verification
  • Customer Relationship Management
  • B2B customer relationship management

Languages

  • Arabic
  • French
  • English

Timeline

Customer Service RepresentativeW

Manulife
02.2024 - Current

Baggage Coordinator

Sunwing Airlines
11.2021 - 03.2022

Airport Service Agent

Emirates Airlines
06.2013 - 06.2016

Airport Ticketing Agent

Lufthansa
12.2011 - 05.2013

Front Desk Supervisor

Hilton Hotel
09.2005 - 01.2011

Redwood Middle School

Tourisme And Hospitality - Hotels, Resort Management

Golf Ecole Algiers

Airport Operations -

Lufthansa Aviation Collage

Airport Operations -

Emirates Aviation Collage

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Racha Harfouchi