Soukaina Nafia

With 5 years of experience in customer service and administration, I have developed a strong foundation in delivering exceptional support and service. I am a results-oriented professional with a passion for providing outstanding customer care. My dynamic and energetic approach allows me to thrive in fast-paced environments, where I excel at problem-solving and efficiently managing various office tasks.

From answering phones and scheduling appointments to handling administrative duties and filing information, I consistently contribute to a smooth workflow. My dedication to ensuring optimal customer satisfaction drives me to go above and beyond in delivering exceptional service.

Administrative assistant February 2020 – April 2023

Arval BNP Paribas Group, Morocco

• Managing correspondence, including handling mail, emails, and phone calls.
• Scheduling and coordinating appointments, meetings, and travel arrangements.
• Organizing and maintaining documents and filing systems.
• Data entry and record keeping.
• Managing office supplies and equipment.
• Providing general administrative support to ensure the smooth operation of the office.
• Assisting in the preparation of reports, presentations, and other documents.
• Assisting with budget tracking and expense management.
• Conducting research and gathering information as needed.
• Managing and prioritizing multiple tasks and deadlines.
• Handling and resolving customer inquiries or complaints.
• Assisting with project coordination and follow-up.
• Collaborating with team members and departments to facilitate effective communication and workflow.

Sales Administration Manager August 2019 - February 2020

SOMALEV Cranes & Logistics, Morocco

• Overseeing the sales order process, from initial inquiry to final delivery.
• Managing the customer database and ensuring accuracy of customer information.
• Coordinating with other departments such as production, logistics, and finance to ensure timely delivery of orders.
• Developing and implementing sales policies and procedures.
• Managing customer complaints and resolving issues related to sales orders.
• Collaborating with other departments to improve cross-functional processes and efficiency.
• Maintaining accurate records and documentation related to sales orders and customer interactions.

Customer Service Advisor December 2016 - May 2019

Tersea (TSN), Morocco

• Provide first-level assistance for all incoming calls, emails, and tickets.
• Manage, resolve, and/or escalate all incoming phone calls, emails, and tickets while maintaining the highest degree of professionalism and service.
• Document, troubleshoot, and resolve issues through the internal ticket system.
• Determine the severity of issues and establish priorities for resolution or escalation.
• Guide clients through the problem resolution process.
• Follow up with clients, provide feedback, and assist them until the issues are resolved.

Achievements and Accreditations

Certificate in Anti-Money Laundering and Countering the Financing of Terrorism  June 2022

Higher School of Banking (CFPB)

The fundamentals of customer service Linkdln Sept. 2020

Education & Training

Bachelor's degree in Physical Matter Sciences Sept. 2013 – June 2016

Ibn Tofail University, Morocco

• Independently evaluated by World Education Services and deemed equivalent to Canadian Bachelor's degree in Physical Matter Sciences. 

Technical University degree in Electrical Engineering Sept. 2011 – June 2013

Higher School of Technology, Morocco

Independently evaluated by World Education Services and deemed equivalent to

Canadian diploma degree in Electrical Engineering.