Mes compétences :
Communication
Communication skills
Entreprises
GO4Managing Customers Consultancy
- The general manager of GO4MCC
2012 - maintenantWhat we do:
GO4Managing Customers’ Consultancy is focused on:
A- Training / workshops
B- ONE 2 ONE coaching
C- Teambuilding/ Away-days organisation
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A- Training / workshops
1. Positive Influencing Skills
2. Negotiation Skills
3. Networking and Relationship Building for Success
4. Presentation Skills
5. Effective Public Speaking
6. Recruit, Appraise, Develop
7. Problem Solving & Decision Making
8. Project Management
9. Resolve conflict at work
10. Motivating your team
11. The effective and improved communication with customers
12. Delivering Excellence in Customer Service
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B- ONE 2 ONE coaching
Coaching in:
a-Customer Relationship Management CRM
b- People’s Personal Development PPD
c-Effective and improved business communication in
English or in French.
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C-Teambuilding/ Away-days organisation
GO4Managing Customers’ Consultancy organises away days for staff. It is a fun and informative day in which teams bond together and breach all existing gaps.
These team away days are organised in a way that all teams get together outside the office and are popular and powerful means of addressing current issues, developing strategy and improving the performance of individuals and teams.
GO4MCC organises away-days in a different environment; with no interruptions with a skilled facilitator.
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You can contact GO4Managing Customers’ Consultancy by:
Email: g4mcconsultancy@gmail.com
International Freelance coach in customer relations
- International Freelance coach in customer relations
2010 - 2012October 2010 till recently International Freelance coach in customer relations, I also conduct workshops in the following themes and several more:
* Improve customer communications
* How to handle difficult customers.
* Motivate customer service team to better sell their company’s products and services
* Helping employees achieve quality and the excellence in customer service.
* Time management
Brtish Council Morocco
- Manager of the Customer Relations department-Morocco
2005 - 2010
Sept 2005 till October 2010: Manager of the Customer Relations department for British Council Morocco.
• To be responsible for the effective delivery of customer services through the integrated Front Office function with direct line management of the Customer Service team
• To develop maintain and monitor the necessary systems to support the achievements of agreed standards.
• To be in charge of organising British Council events from A-Z. By ensuring the use of all tools for making the event a success.
• To design, commission or manage the delivery of staff learning and development and knowledge sharing opportunities to support the development staff.
• To measure levels of customer satisfaction and review services in line with feedback
• To manage the customer service team of seven staff to support the smooth running of customer relations in Morocco.
• To attend the workshops/trainings and to cascade the outcome to the management and to all departments. Then start implementing the changes accordingly by training the customer service team & all departments by enhancing their skills to deliver excellence in Customer Service.
Customer Satisfaction surveys analysed and summarised
a) Customer Satisfaction surveys analysed and summarised
b) Customer retention statistics analysed and shared
c) Service review prepared in line with customer feedback annually
d) Customer feedback meets agreed Performance Scorecard targets
e) Focus groups conducted and analysed.
f) Drop out surveys conducted and reported to management.
To be in charge of leading the Customer service team into conducting British Council’s Morocco market research from A-Z
a) Premises move market research,
b) Drop-out survey,
c) Customer loyalty & retention scheme,
d) Customer life cycle,
e) Timetabling suitability for customers.
By ensuring the use of all tools for making the research a success.
Next Education Ltd- London. part of learndirect
- Marketing and Sales Manager
2003 - 2005• Managing four centres sales and marketing within 4 Next Education centres- Learndirect provider- in London.
• Ensuring that relevant marketing/advertising tools are used to attract the relevant target groups.
• Co-ordinating the projects with several Job Centre Districts’ in London and ensuring that the agreements set with them is fully fulfilled by both parties: job centre advisors’ and Next Education’s sales staff.
• Organising the project of open days to create awareness among Small Medium Enterprises’ & community groups.
• Organising and holding Learndirect events in the form of a project by initiating a project initiation document and ensuring that the whole event’s organisation as well as the relevant budget for organising the event and the relevant evaluations forms to assess how successful the event was.
• Prospecting and identifying of new clients for the company using variety of networking and initiatives.
• Training and coaching new sales recruits on Learndirect products in order for them to become efficient within their roles and provide an excellent level of service to Learndirect clients’ from different backgrounds.
Emirates Airlines.
- Senior administration support
Paris2002 - 2003• Administrative support to the general manager.
• Translation of documents from Arabic or English into French or vice versa.
• Co-ordinating closely with head office in Dubai as well as outstations.
• Dealing with customer complaints, queries and requests.
• Compilation of reports and presentations.
• In charge of stationary purchase locally as well as ordering it from Emirates inventory office.
London Underground Limited in UK
- Marketing Assistant
2001 - 2001• Doing Marketing Research.
• Compilation of business reports.
• Dealing with customers, promotions & strategy.
• Acquiring & regaining customer loyalty through a new loyalty programme set up by our team.
• Event organisation & corporate presentations to customers.
Formations
Institute Of Customer Services In UK ICS (Colchester)
Colchester2009 - 2010Professional Solutions awards’ accreditation- for coaching and providing training in customer relations and sales.
University Of Sussex (Falmer Brighton)
Falmer Brighton1999 - 2001marketing
Hassan II University : Faculty Of Letters And Human Sciences Ain Chock – Casablanca. (Casablanca)
Casablanca1994 - 1997 BA (Honours) degree in English literature
