Zaynab Grini
Summary
Hardworking and customer-focused individual with nearly 2 years of experience in customer service roles. Skilled at managing high volumes of calls, providing solutions to customer inquiries, and maintaining a friendly and professional demeanor. Passionate about delivering excellent service and contributing to team success.
Overview
2
2
years of professional experience
Work History
Customer Service Agent
Webhelp
01.2022 - 10.2022
- Handled 70+ daily customer inquiries via phone, email, and chat, providing timely and effective resolutions.
- Supported customers with billing inquiries, service upgrades, and troubleshooting basic technical issues.
- Documented customer interactions accurately in CRM software for future reference.
- Managed back-office tasks, including data entry, order processing, and document verification, ensuring 100% accuracy.
- Collaborated with the front-office team to escalate and resolve complex cases efficiently.
- Contributed to a 15% improvement in operational turnaround time by streamlining administrative processes.
Sales and Support Assistant
Axa Insurance
05.2021 - 12.2021
- Assisted customers in understanding and selecting insurance products, tailoring solutions to their needs.
- Processed applications for new policies, ensuring all required documentation was complete and accurate.
- Supported the sales team by preparing policy quotes, scheduling follow-ups, and managing administrative tasks.
- Handled customer inquiries about policies, premiums, and claims, resolving issues with a 90% satisfaction rate.
Sales and Financial Responsible Internship
Sala Auto Service
01.2021 - 03.2021
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Assisted in preparing financial reports, tracking budgets, and identifying trends in sales performance.
- Managed inventory of available vehicles, assisting in stock management and ensuring the dealership maintained optimal vehicle levels.
- Participated in customer negotiations, helping secure vehicle purchases while ensuring customer satisfaction.
Education
No Degree - Logistics
International University of Rabat
Rabat, MoroccoHigh School Diploma -
EL AFAK
Khemisset, Morocco07-2020
Skills
- Strong verbal and written communication
- Active listening and empathy
- Ability to handle high-pressure situations
- Efficient problem-solving skills
- Excellent organizational and multitasking abilities
- Team collaboration and adaptability
- Fluent in English and French
Languages
English
French
Timeline
Customer Service Agent
Webhelp
01.2022 - 10.2022
Sales and Support Assistant
Axa Insurance
05.2021 - 12.2021
Sales and Financial Responsible Internship
Sala Auto Service
01.2021 - 03.2021
No Degree - Logistics
International University of Rabat
High School Diploma -
EL AFAK
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