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Click here or scroll down to respond to this candidateCandidate's Name
Mobile: PHONE NUMBER AVAILABLE
Email: EMAIL AVAILABLE
Address : Bournemouth Dorset BH1 4AY
I am an enthusiastic, self-motivated, and hard working person with a strong focus on customer service. I
enjoy exceeding expectations and challenging myself to always find new ways to work better and
smarter. I always seek to achieve a high standard in whatever work I undertake .
Key attributes:
Trilingual : Fluency in French, Arabic & English ; Customer Service focused; Excellent communication skills ;
Team player ; problem solving ; Good organisation with attention to details ; Team work ; Excellent Computers
skills
Professional experience
Client Service Analyst/Client Service Account Manager January 2015 to present JP
Morgan Bournemouth
Responsibilities:
Maintains and enhances best in class client service to a designated portfolio of Non-Bank Financial
Institution Treasury Services Clients, promoting 100% client satisfaction by interacting with the client on service
& operating issues and opportunities
Act as a single point of contact for transactional, account maintenance and investigation enquiries
Ensure the prompt resolution of customer enquiries relating to cash management product
Develop, maintain and broaden partnerships with clients
Participate in and support Treasury Services initiatives identify opportunities for product development
and enhancement
Understand clients business to predict their needs and provide appropriate solutions
Key Achievements:
Maintained service level agreement by closing urgent cases within 24 hours ensuring clients satisfaction
Supported clients with Self-Service training on MasterCard reporting and service tool - Smartdata
Achieved a quarterly average of 94% on Quality Evaluations across all client cases
Provided language support to the department by calling French speaking clients to resolve issues
ensuring customer service excellence
Inside Sales Administrator EMEA October 2008 to December 2014
Crydom SSR Ltd Poole
Responsibilities:
Managing a portfolio of allocated accounts based in France, Nordic countries, Benelux, UK and Africa I
was in charge of multiple companys key accounts
In charge of all incoming enquiries from allocated clients including sample requests, returns,
delivery/shipment enquiries,price requests, creating reports,
Resolving clients phone and email enquiries and coordinating with third parties when needed
(Warehouse, Logistics, Finance, etc.) to ensure excellent customer service
Supporting Regional Sales Managers on account management and follow up on projects and quotations
in order to achieve company targets
Investigating/managing price requests and creating quotations for customers
Providing Level 1 technical support to clients on the phone and by email
Key Achievements:
Became senior member of the team and a top performer. Received frequent recognition from both
customers and Managers
Became the companys systems expert and assigned to train new users on the companys Customer
Relations Management tool Salesforce.com
Developed and enhanced local company procedures and processes leveraged by both current and new
employees
Developed & maintained the companys export compliance process in coordination with the Regional
Export Compliance Manager to ensure policies and procedures are up to date, understood and applied
locally by employees
Business Development Agent January 2008 to September 2008
Astute Bournemouth
Responsibilities:
Outbound Business to Business(B2B) sales calls to Senior Executives and IT Managers in the UK and in
Europe
Database Management within the Customer Relations Management system
Key Achievements:
Rewarded best employee of the month based on an outstanding target achievement
Novo Nordisk A/S Algeria March 1998 to May 2005
Responsibilities:
IT Officer March 2003 to May 2005
IT officer and HR Coordinator September 2001 to February 2003
IT, HR and Quality Officer October 2000 to August 2001
Executive Assistant and IT Officer March 1999 to September 2000
Executive Assistant March 1998 to February 1999
Key Achievements:
IT Massive contribution in implementing IT platforms and VPN solution
HR Carried out a customer satisfaction survey in coordination with Regional HR Management and
developed an action plan for improvement based on the survey results
Quality Performed an IT audit for Novo Nordisk Morocco office
Education
1989 1992: University Degree in Computer Science / Diplome Universitaire des Etudes Appliques (DUEA),
USTHB University, Algiers Algeria
1986 1989: Baccalaureat Computer Science, Lyce Emir Abdelkader, Algiers Algeria
Trainings and Seminars
- April 2013: Export Compliance Course Southampton
- May 2012: Customer service training, Creating the right impression Bournemouth & Poole college
- July 2011: Microsoft Excel training level 1 (Beginners) & level 2 ( Intermediate)
- April 2004: IT Management International Conference, Madrid Spain
- May 2003: IT Management International Conference, Copenhagen Denmark
- January 2003: Administration of Microsoft Windows 2000, High-Tech Center (MS Certified) Algeria
- May 2002: IT Management International Conference, Copenhagen Denmark
- February 2002: Management Development training/workshop, Hay Group Athens Greece
- April 2001: IQS Quality Training Course, Copenhagen Denmark
- April 2001: Fundamentals of Finance Program, Athens Greece
- June 2001: Lead Auditor training course, Copenhagen Denmark
Computer Skills Applications & Systems
Microsoft Office (Word, Excel, PowerPoint, Outlook)
Lotus Notes
CRM : Salesforce.com
ERP : JD Edwards
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