Fadoua El Jalouli

Support customer experience through onboarding, flawless move-ins, and smooth day-one transitions.

• Run guided tours for prospective customers and answer questions confidently.
• Act as point of contact, advising customers on products, services, and amenities.
• Maximise quality time with customers to spot service improvements and improve retention.
• Resolve facility issues and prepared business lounges to meet health and safety standards for guest arrivals.
• Deliver 5-star environments by engaging team members to hit net promoter score targets.
• Maintained customer relationships through smooth departures, capturing feedback, and organising community-building events.
• Inform customers about services, capture daily charges in billing, and prevent missed revenue.
• Manage stock checks to keep supplies at required service levels.
• Generate leads by posting company ads on social media and listing sites.
• Conduct continual visual checks to keep lounges and offices show ready at all times.
• Executed daily operational tasks, including light cleaning and mail delivery., including light cleaning, mail delivery, and package sending.

• Experienced Technical Tier 2 Support Specialist with a strong background in API integrations, LMS platforms, and ticketing systems. Skilled in coaching new team members and participating in project product management shadowing.
• Over 12 years of experience working with the same company, demonstrating strong loyalty and expertise. Assisted in migrating customers to a new system, ensuring a smooth transition and minimal disruption. Successfully coached new team members, leading to improved efficiency and reduced resolution times. Played a key role in a product management shadowing project that resulted in the launch of a worldwide product. I enjoy interacting with customers and take pride in helping them understand and use products successfully, ensuring they have a positive experience every step of the way. Due to company-wide redundancy, I am immediately available. Eager to bring my customer experience knowledge and a problem-solving mindset to a dynamic support team.

• Assisted customers with software, hardware, and computer systems to enhance task completion. Troubleshot technical issues, granted access to folders, and responded to customer inquiries via email and phone.
• Maintained a comprehensive knowledge of software applications, enabling efficient problem-solving.
• Managed customer inquiries for quick resolution and high satisfaction levels.
• Developed detailed reports on service desk performance, identifying opportunities for improvement.