Sofia Zahrane
Marketer
Ottawa, ON,Ontario
Summary
Highly outgoing professional with a Business Marketing diploma and over four years of experience in sales, customer service, and administration. Fluent in French and English, adept at proactive sales, market analysis, and effective communication. Skilled in customer relationship management, decision-making, problem-solving, and regulatory compliance. Experienced in managing inbound and outbound calls, understanding client needs, and providing tailored solutions. Organized, goal-oriented, and passionate about achieving outstanding results. Eager to contribute to your team's success and enhance customer satisfaction.
Overview
4
4
years of professional experience
1
1
Business Marketing Diploma
3
3
Languages
Work History
Administration/Marketing Coordinator
SprayNet
Ottawa
09.2023 - Current
- Provided administrative support for management team.
- Communicated with various departments regarding administrative matters.
- Scheduled appointments for department personnel as needed.
- Assisted with the preparation of reports, presentations and spreadsheets.
- Answered incoming calls in a professional manner.
- Managed physical and digital files, monitored spreadsheets, and updated reports to coordinate project materials.
- Processed financial documents, contracts, expense reports and invoices.
- Maintained station's social media accounts and website content.
- Facilitated communication among members via social media platforms.
Customer Support Specialist PC Express/ Joe Fresh
NTT Business Process Outsourcing
04.2023 - 06.2024
- Processed payments, refunds and adjustments to customer accounts.
- Resolved customer complaints regarding tickets, seating, refunds.
- Processed refunds for incorrect payments made by customers.
- Processed returns, exchanges, refunds, and credits timely.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Investigated customer complaints regarding product quality or service rendered.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
Gift of Choice Fraud B2B/Customer Service Representative
NTT Business Process Outsourcing
10.2022 - 05.2023
- Maintained high level of professionalism and efficiency in handling customer interactions, resulting in positive customer satisfaction ratings
- Demonstrated expertise in product knowledge and effectively communicated complex information to customers.
- Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
- Maintained up-to-date knowledge of applicable rules, regulations, policies and procedures related to gift cards.
- Investigated suspected fraudulent activities and reported suspicious activity to the appropriate departments.
- Resolved escalated customer issues in a timely manner while maintaining positive relationships with customers.
- Provided outstanding customer support as Tier 1 agent for telecommunications client, resolving inquiries and technical issues
Supervisor
Burrito Gringo Restaurant
06.2022 - 10.2022
- Directed daily operations and supervised team of employees, ensuring exceptional customer service and smooth restaurant operations
- Trained and mentored staff members, fostering positive work environment and high-quality service delivery
- Implemented efficient inventory management practices, optimizing stock levels and reducing waste.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Evaluated employee performance and coached and trained to improve weak areas
- Over 200 customers day
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
Founder & Owner
Swag Morocco
01.2019 - 12.2021
- Established and managed successful sunglasses brand, Swag Morocco, focusing on innovative designs and high-quality products
- Developed and executed comprehensive marketing strategies, including social media campaigns, influencer partnerships, and online promotions, resulting in increased brand visibility and sales
- Created engaging content for brand's social media platforms, captivating target audiences and driving customer engagement
- Oversaw full spectrum of business operations, including product sourcing, inventory management, and customer service.
Education
Diploma - Business Marketing
Algonquin College
08-2023
Skills
- Sales and Relationship Management
- Technical and Industry Knowledge
- Communication Skills
- Analytical and Problem-Solving Skills
- Organizational and Time Management Skills
- Compliance and Risk Management
- Remote Office Availability
- Inbound and Outbound Calling
- Product Knowledge
- Retail sales customer service
- Complaint resolution
- Audience Targeting
- Market Analysis
- Customer Service
- Business Administration
- Meet Tight Deadlines:
- Teamwork
- Global Compensation
- Marketing Programs
- Goal Orientation
- Inclusive
- QC
- Compliance Requirements
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Arabic
Professional
Certification
- AI Marketing Google Certification
Accomplishments
- Gold Medal Sales audit Report Algonquin College Professor Jim Neubauer
- Silver medal sales audit presentation Jim Neubauer
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementCompany CulturePersonal development programsHealthcare benefitsTimeline
Administration/Marketing Coordinator
SprayNet
09.2023 - Current
Customer Support Specialist PC Express/ Joe Fresh
NTT Business Process Outsourcing
04.2023 - 06.2024
Gift of Choice Fraud B2B/Customer Service Representative
NTT Business Process Outsourcing
10.2022 - 05.2023
Supervisor
Burrito Gringo Restaurant
06.2022 - 10.2022
Founder & Owner
Swag Morocco
01.2019 - 12.2021
Diploma - Business Marketing
Algonquin College
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