Soukaina Nafia
Administrative assistant
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About
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.
Experience
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.
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.
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.
Education
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.
Higher School of Technology, Morocco
Independently evaluated by World Education Services and deemed equivalent to
Canadian diploma degree in Electrical Engineering.
