imane laafou
cardiff ,south wales
Summary
Compassionate support professional experienced in assisting vulnerable families in fast-paced environments. Expertise in de-escalation and safeguarding, providing essential support for housing needs. Demonstrates strong organisational skills and effective communication, adapting to dynamic situations. Focused on improving team productivity and operational success.
Overview
3
3
Languages
1
1
Certification
9
9
years of professional experience
Work History
Office Manager
dental prosthetics clinic
Agadir , MOROCCO
02.2018 - 10.2022
- Managed daily office operations, coordinated meetings, and scheduled appointments for seamless business functionality.
- Delegated office administration tasks for smooth front-of-house management.
- Managed office correspondence, including emails, phone calls and mail, efficiently and promptly.
- Handled incoming calls and correspondence, providing timely responses to enquiries and bolstering company communication.
- Coordinated fast, accurate clerical work for forms, files and general data entry.
- Maintained strict confidentiality and discretion when processing sensitive data and information.
Bilingual Customer Support Agent
Webhelp
AGADIR, MOROCCO
05.2017 - 01.2018
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Implemented customer retention strategies, resulting in a significant reduction in churn rates.
- Coordinated scheduling of new product deliveries to ensure timely arrival at designated locations.
Front Desk Manager
Hospitality Sector
LIMOGES , FRANCE
02.2015 - 05.2016
- Supervised front desk operations to ensure that all guests received superior customer service from hotel staff.
- Supervised front desk team, fostering a supportive environment and enhancing staff performance.
- Managed guest check-in and check-out procedures, made reservations and processed payments.
- Delivered concierge services to guests, assisting with bookings and recommendations.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
Administrative Intern
MARITIME TOOLS COMPANY
AGADIR PORT , MOROCCO
02.2014 - 07.2014
- Provided high level of administrative support, including copying, faxing and document distribution.
- Supported HR activities, such as organising recruitment materials and scheduling interviews, to aid in talent acquisition efforts.
- Assisted with financial administration tasks, including expense report processing and budget tracking, to support fiscal responsibility.
- Managed inventory of office supplies, placing orders and conducting regular audits to maintain optimal stock levels and reduce waste.
- Assisted with filing and archiving documents, enhancing efficiency in document retrieval.
- Proofread and corrected different types of documentation.
- Supported staff with clerical tasks for well-maintained office administration.
- Answered phones and performed clerical office functions to address queries, concerns and issues, escalating complaints to management.
- Conducted daily cleaning tasks, maintaining a tidy and hygienic workspace for all employees.
Skills
- Office administration
- Microsoft Office & digital systems
- Crisis response & problem-solving
- Customer-focused support
- De-escalation & conflict resolution
- Health & safety awareness
- Safeguarding awareness
- Strong communication & empathy
- Flexible availability
Languages
English
Advanced
C1
French
Advanced
C1
Arabic
Proficient
C2
Certification
- customer service certified
- driving licence
Timeline
Office Manager
dental prosthetics clinic
02.2018 - 10.2022
Bilingual Customer Support Agent
Webhelp
05.2017 - 01.2018
Front Desk Manager
Hospitality Sector
02.2015 - 05.2016
Administrative Intern
MARITIME TOOLS COMPANY
02.2014 - 07.2014