Sanaa Benmazouz
Laval,Canada
Summary
Dedicated to fostering a warm and nurturing atmosphere, with a steadfast commitment to treating every individual with dignity, respect, and kindness. Strong relationships are built through active listening and addressing the needs and concerns of those in care, ensuring emotional support is readily available. An empathetic nature enhances companionship during challenging times, creating a supportive environment where individuals feel valued and understood. This approach enriches personal interactions and contributes to a positive and uplifting community.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Passport Health Global
Montréal, QC
01.2024 - Current
- Appointment Scheduling
- Schedule travel health, vaccine, and consultation appointments for clients.
- Use scheduling software or systems (like EMR platforms or custom Passport Health tools).
- Client Communication
- Answer inbound calls and emails from clients regarding services, pricing, and appointment availability.
- Provide basic information on travel vaccines, required immunizations, and health documentation.
- Verify Client Information
- Collect and confirm personal details, travel itineraries, and medical histories to prepare for consultations.
- Ensure all necessary forms and pre-visit information are completed before appointments.
- Educate Clients
- Offer general guidance on travel health requirements (e.g., yellow fever certificates, malaria prevention).
- Explain what to expect during their visit and what documents to bring.
- Coordinate with Clinical Staff
- Communicate with nurses and travel health specialists to ensure smooth appointment flow.
- Notify staff of schedule changes, cancellations, or urgent client needs.
- Data Entry and Record Keeping
- Input accurate client data into internal systems.
- Maintain up-to-date records of appointments and client communications.
- Customer Service
- Handle customer concerns, complaints, or rescheduling requests professionally.
- Follow up with clients after visits when necessary.
- Payment Processing
- Assist with billing, insurance questions (if applicable), or collecting payment information.
- Explain pricing for vaccines, consultations, or travel kits.
- Maintain HIPAA and Confidentiality Standards
- Ensure all client data and health information is handled according to privacy laws and Passport Health policies.
- Administrative Support
- Perform front-desk duties (if working on-site), such as greeting clients and preparing clinic materials.
- Support other office functions as needed by management.
Sales Representative
Air Canada
Montréal, QC
11.2022 - 01.2024
- Handle Inbound and Outbound Calls
- Assist cruise passengers with flight bookings related to cruise departures and returns.
- Answer inquiries regarding flight schedules, availability, and pricing.
- Coordinate Flight and Cruise Itineraries
- Ensure air travel arrangements align with cruise embarkation and disembarkation times.
- Offer flexible travel solutions in case of delays or itinerary changes.
- Provide Fare Quotes and Bookings
- Offer competitive airfares for cruise passengers.
- Book flights using airline reservation systems (e.g., Amadeus, Sabre).
- Promote Special Air-Cruise Packages
- Inform clients about Air Canada’s cruise partner deals or air & sea programs.
- Upsell optional services such as upgrades, seat selection, or travel insurance.
- Customer Service Support
- Address customer concerns or issues before, during, and after travel.
- Assist with rebookings, cancellations, and refunds following policy guidelines.
- Work with Travel Agents and Cruise Lines
- Collaborate with partner cruise lines and travel agencies for group bookings or charters.
- Ensure all passenger information is accurate and complete.
- Use Airline Reservation Systems
- Operate GDS tools to search and manage bookings.
- Modify or update PNRs (Passenger Name Records) as needed.
- Follow Airline and Cruise Policies
- Ensure compliance with Air Canada and cruise line ticketing rules.
- Adhere to international travel regulations (e.g., passports, visas, COVID requirements).
- Documentation and Reporting
- Maintain accurate records of calls, bookings, and customer interactions.
- Generate reports for sales or performance tracking when required.
- On-Call Availability
- Be available for flexible shifts, including evenings, weekends, and holidays.
- Respond promptly during high-demand periods or last-minute cruise changes.
Server/Bartender
La Cage Brasserie Sportive
Montréal, QC
09.2021 - 11.2022
- Customer Service
- Greet guests warmly and create a welcoming atmosphere.
- Provide attentive, friendly, and efficient service throughout the dining experience.
- Take Orders
- Accurately take food and beverage orders from guests.
- Make recommendations on menu items, daily specials, or promotions.
- Serve Food and Beverages
- Deliver food and drinks promptly and correctly.
- Check back with guests to ensure satisfaction and address any concerns.
- Upselling and Promotions
- Suggest additional items (appetizers, desserts, drinks) to increase sales.
- Promote ongoing specials, loyalty programs, or new menu items.
- Table Management
- Set up, clean, and reset tables for incoming guests.
- Monitor table status and manage multiple tables during peak times.
- Use of POS System
- Enter orders accurately into the point-of-sale system.
- Process payments (cash, credit/debit, gift cards) and issue receipts.
- Team Collaboration
- Coordinate with kitchen staff, bartenders, and other servers to ensure smooth service.
- Assist teammates during busy periods (e.g., delivering food, clearing tables).
- Cleanliness and Hygiene
- Maintain a clean and organized work area, including tables, service stations, and floors.
- Follow all food safety, hygiene, and COVID-related protocols.
- Handling Complaints
- Respond professionally to customer complaints or issues.
- Involve a supervisor or manager when necessary to resolve problems.
- End-of-Shift Duties
- Assist with closing duties: cleaning, restocking, and cash-out procedures.
- Report any incidents or feedback to management.
Sales Associate
Laura Secord
Laval, QC
11.2019 - 01.2021
- Responsible for welcoming customers, selling products, and providing excellent customer service.
- Greet and assist customers with choosing from various ice cream and sorbet flavors
- Prepare customer orders quickly and efficiently
- Ensure cleanliness and hygiene of the counter and ice cream machines
- Manage product and raw material inventory
- Upsell by offering desserts or beverages to complement the ice cream
- Handle customer payments and give correct change
- Participate in the cleaning and maintenance of ice cream production equipment
- Build customer loyalty and ensure high-quality service
Education
Éducation Specialisée (AEC) -
Collège CDI
Longueuil, QC06.2023
Sciences Humaines Monde et Société (DEC) - undefined
Collège Montmorency
Laval, QC09.2019
Skills
- Engaging product presentations
- Interpersonal understanding expertise
- Effective communication abilities
- Client support
- Sales strategy development
- Compétences en logiciels
- Accurate order selection
- Compétences en gestion monétaire
- Empathetic support
- Customer service
- Business-to-business sales
- Merchandising expertise
- Sales expertise
- Salesforce proficiency
- Experience with CRM applications
Langues
Anglais - Avancé
Arabic - Fluent
Francais - Avancé
Timeline
Customer Service Representative
Passport Health Global
01.2024 - Current
Sales Representative
Air Canada
11.2022 - 01.2024
Server/Bartender
La Cage Brasserie Sportive
09.2021 - 11.2022
Sales Associate
Laura Secord
11.2019 - 01.2021
Sciences Humaines Monde et Société (DEC) - undefined
Collège Montmorency
Éducation Specialisée (AEC) -
Collège CDI