Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Laila El baita El malalhi

Laila El baita El malalhi

Manchester,United Kingdom

Summary

Positive and upbeat Customer Service Specialist bringing 15 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proved history of building trust with customers to promote satisfaction, resolve concerns, and maintain long-term loyalty. Also an experienced Security Officer with official degrees in different security specialisations, like explosives control or escort and personal protection. I am a quick learner with an excellent capability to work under pressure. Adaptable and resourceful leader, dedicated to improving productivity objectives and increasing revenue. Trains and mentors managers to nurture cohesive leadership team that cultivates strong work culture, top quality standards and high employee performance. Guest-focused hospitality team member dedicated to promoting services and maintaining high customer satisfaction. Exceeds expectations for speed, knowledge and attention to detail, with years of experience in high-end hospitality establishments. Plans meticulously to coordinate reservations, room preparations and guest stays with ease. Delivers professional, knowledgeable customer care and memorable experiences.

Overview

14
14
years of professional experience

Work history

Freelance Translator

Freelance
  • Translating variety of documents from one language to another, while maintaining content, context, and tone of t original text
  • Proofread and edit translated materials to ensure accuracy, completeness, and fluency
  • Interpret for business meetings and events, conveying message accurately and objectively
  • Conduct research on industry-specific terminology and translate technical documents as needed
  • Manage multiple projects and deadlines while maintaining high-quality work
  • Communicate with clients to clarify project requirements and ensure satisfaction
  • Maintain confidentiality and protect integrity of sensitive information.
  • Revised and translated materials to improve word choice and refine meanings.
  • Reviewed business, legal and personal documents in detail to understand terminology and intended meanings.
  • Wrote reliable, precise subtitles for TV and video translations.
  • Collaborated with diverse teams to bridge language barriers, fostering inclusivity.

Hotel receptionist

Hotel Indigo
05.2022
  • My duties greeting guests as they come in, managing the check-in and check-out process, answering questions and requests, administrative tasks and assist with the day-to-day hotel operations.
  • Verified ID and payment preference of guests.
  • Directed customer calls and communicated messages to relevant team members.
  • Processed and provided clear, accurate receipts for guest payments.
  • Assisted staff with administrative duties during peak schedules.

Customer service operations executive

Portaventura.sl
03.2007 - 11.2020
  • Managed and dealt with customer complaints, promptly resolving issues and offering helpful solutions in coordination of different departments
  • Utilised exceptional communication and relationship-building abilities to grow client trust and confidence
  • Delivered comprehensive, precise records and documentation for continued adherence with statutory policies.
  • Maintained smooth operations through careful management of office workflow and administrative processes.
  • Developed employee engagement programmes, boosting morale and reducing turnover rates.
  • Worked with board of directors to establish objectives and decisively lead operations.

Education

SECURITY DIRECTOR AND CHIEF SECURITY - Highest Security Degree

Diploma Juan Carlos I University
09.2019

HOTEL MANAGEMENT, SPECIALIST IN LEISURE PARKS -

Diploma UNIVERTY DEGREE
Tarragona . Spain
11.2011

English Baccalaureate -

Emam Ghazali
Rabat Morocco
07.1997

Skills

  • Leadership
  • Communication skills
  • Public relations
  • Multilingual
  • Knowledge of Microsoft tools
  • Team building
  • Google Workspace
  • Social media marketing
  • Problem-solving
  • Customer-focused
  • Time management

Languages

Arabic
Native
English
Advanced
French
Fluent
Spanish
Fluent

Timeline

Hotel receptionist

Hotel Indigo
05.2022

Customer service operations executive

Portaventura.sl
03.2007 - 11.2020

Freelance Translator

Freelance

SECURITY DIRECTOR AND CHIEF SECURITY - Highest Security Degree

Diploma Juan Carlos I University

HOTEL MANAGEMENT, SPECIALIST IN LEISURE PARKS -

Diploma UNIVERTY DEGREE

English Baccalaureate -

Emam Ghazali
Laila El baita El malalhi