Imene Belaati

Detail-oriented customer service supervisor with 10+ years leading customer support operations, service delivery, team leadership, and service excellence across fast-paced environments. Skilled in managing customer service operations, coaching and developing teams, resolving complex customer concerns, and implementing strategies that enhance customer satisfaction and operational efficiency. Recognized for strong communication, problem-solving, and leadership abilities, with a proven track record of maintaining high service standards while achieving business objectives.

Seeking to leverage extensive customer service and leadership experience in a Customer Service Supervisor role.

Customer Service Supervisor & Operations Assistant at MTM Group – The Venue Men VIP Gym (2025-04 – Present)

• Resolved customer inquiries efficiently, improving satisfaction and retention through fast answers.
• Trained new representatives on systems and protocols for consistent service delivery daily.
• Managed appointment scheduling and services to optimize staff allocation and resource usage.
• Conducted regular follow-ups with clients to ensure satisfaction and gather insights for enhancements.
• Developed training materials to assist in onboarding processes for new hires.
• Achieved outstanding customer satisfaction through effective team management.
• Managed a team of customer service representatives, fostering an environment focused on high-quality client support.
• Closely monitored team performance, identifying improvements and providing extra training to underachievers.
• Supervised and observed team activities, offering praise and constructive feedback.
• Prepared detailed reports on team performance, customer satisfaction metrics, and service improvement opportunities.
• Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback.
• Coordinated training to improve operations, team morale, and customer service.
• Maintained smooth-running operations through staff coordination and budget control.
• Monitored call and email response times, implementing strategies to maintain service level agreements.
• Liaised with the IT department to troubleshoot and resolve system issues affecting customer service operations.
• Collaborated with the marketing department to communicate promotions and changes in service offerings to customers effectively.
• Assessed availability and use of resources to identify areas for further investment.
• Introduced a CRM system to track customer interactions, resulting in more personalized service and increased customer loyalty.
• Coordinated daily operations, improving workflow efficiency and team productivity across departments.
• Implemented new filing systems for better document management, enhancing accessibility and compliance.
• Maintained facility compliance with health codes, sanitation requirements, and license regulations.
• Handled photocopying documents, updating files, and faxing communications for staff.

Premium First & Business Senior Customer Service at Qatar Airways (2017-12 – 2024-09)

• Complied with airline and national aviation rules for safety and security.
• Supported passengers during emergencies for safer outcomes.
• Answered passenger questions and resolved flight issues efficiently.
• Increased passenger satisfaction by promptly answering questions and providing solutions to issues arising during flights.
• Reassured and comforted passengers during turbulent flights and unavoidable delays.
• Led flight safety presentations to educate passengers.
• Attended training in customer service, conflict resolution tactics, and safety procedures to remain updated on new requirements and procedures.
• Answered passengers' questions and provided solutions to issues when they arose during flights.
• Facilitated communication between the flight deck and cabin crew prior to and during flights, promoting smooth operations.
• Maintained a firm yet positive attitude when dealing with distressed passengers by calming fears and providing secure environments.
• Prepared the cabin and passengers for safe landing.
• Performed rigorous pre-flight security checks ahead of takeoff.
• Properly communicated between the flight deck and the cabin crew prior to and during flights.
• Operated in compliance with all airline and aviation regulations, ensuring complete adherence to safety and security procedures.
• Maintained high standards of cleanliness and personal appearance, promoting a sense of professionalism and passenger confidence in the crew.
• Kept appearance stunning and immaculate by taking pride in personal presentation and dressing smartly to suit the fine dining experience.
• Maintained safe hygiene and food handling standards for full compliance.
• Cleared and reset tables with clean serviceware to uphold faultless restaurant standards.
• Greeted new customers and offered immediate seating assistance.
• Laid tables with clean cutlery, crockery, and glassware throughout sittings.
• Maintained extensive knowledge of food, drinks, and menus to answer customer queries.
• Resolved customer complaints to maintain satisfaction and business loyalty.
• Documented customer orders, calculated bills, and processed payments.
• Inspected tables before guest arrival, maintaining the establishment's high-quality standards.
• Supported colleagues during busy periods to ensure timely service, demonstrating strong teamwork and communication skills.
• Suggested menu items and related beverages matching guest preferences.
• Supported other areas of the restaurant in setup, clean-up, prep work, and equipment maintenance.
• Advised on menu options based on allergies and preferences.
• Delivered exceptional service by greeting and serving customers in a timely, friendly manner.

Administrative Coordinator SEP Department at Qatar Airways (2020-02 – 2023-02)

• Organized and updated document management systems to improve audit and reference processes.
• Supported staff with clerical tasks for well-maintained office administration.
• Created and maintained databases for tracking project progress, client details, and inventory, enhancing data accessibility and decision-making.
• Managed information on company databases for different organisational activities to track history and safeguard accurate records.
• Managed sensitive and confidential information with discretion, maintaining employee trust and upholding data protection standards.
• Maintained office equipment and supplies inventory, placing orders when necessary to prevent operational disruptions.
• Provided high-level administrative support, adapting proactively to team needs and aiding efficiency.
• Helped management teams develop policies and procedures to improve record management, confidentiality, and security.
• Organized and stored hardcopy files.
• Trained and helped less experienced staff manage workloads and assignments, facilitating fulfillment of organizational objectives.
• Booked and coordinated equipment maintenance to meet operational needs.
• Answered phones and performed clerical office functions to address queries, concerns, and issues, escalating complaints to management.
• Managed daily calendar and juggled meetings for supervisor.
• Oversaw reception area, greeting visitors with professionalism and directing them appropriately, fostering a welcoming environment.
• Made copies, sent faxes, and handled incoming and outgoing correspondence to promote smooth communication.

HIA Customer Service Representative at Qatar Airways (2016-04 – 2017-12)

• Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Assisted customers with varying questions using product knowledge and service expertise.
• Maintained excellent client satisfaction by providing in-depth support.
• Answered customer telephone calls promptly and improved on-hold wait times.
• Obtained feedback from customers to improve service experience.
• Managed high-volume customer queries simultaneously through effective multitasking.

English Teacher at Manouba school (2014-08 – 2016-04)

• Taught spelling, pronunciation and sentence structure to form basic foundation of language.
• Prepared students to take official exams, achieving high success rate.
• Evaluated student progress by providing short quizzes, examinations and standardised tests.
• Adapted teaching styles and resources to suit student age and ability.
• Planned dynamic, interesting lessons by incorporating variety of mediums.
• Established positive, productive classroom environments for maximised student engagement.
• Set and marked written and spoken language exams.
• Provided additional support to struggling students, promoting improved academic confidence.
• Engaged with students through conversational language, simplifying curriculum into relevant, understandable information.
• Created vibrant learning atmosphere through interactive exercises and discussions.
• Managed challenging behaviour with firm and fair style.
• Supported students in achieving personalised linguistic goals within desired timeframes.

Bachelor's Degree in English Language Literature and Civilization – Manouba University | Tunis (2011 – 2014)

Bachelor of Arts in Languages, Letters & Arts – 2 Mars | Tunis (2007 – 2010)