LATIFA BEY

I currently work for Booking.com in the customer relations department and I also work closely with the Learning and development department where I have delivered or contributed to induction for trainees joining the customer relations department providing with my expertise of Customer service. I have also contributed to projects on recruitment interview process with the learning and development department. I'm also part of the GL3 Team where I have been many times praised for my low reopen rate and great case handling, I have worked closely with complaints department and co-led a project on calls coaching to support agents, I have supported to create the transition week to support new agents to Customer relations and contribute to a better onboarding and inspired the organisation and also created new modules to support 121 understanding and also to support self development by explaining workday and the self-development opportunities on (example workday, 121, PDP, Mentoring )

Latifa Bey

12 Pipit close

Manchester M34 5GX

tel : 06874233871

COVER LETTER CS INNOVATION LAB SPECIALIST

Dear James Hamill and Jenifer Gandarillas

I’m applying for the position of CS INNOVATION LAB SPECIALIST.

I have during my current position took part to many projects contributed to enhance experience, knowledge, quality, for example I have co-led with the complaints team a project on call coaching to support agents to handle difficult calls, I have also through my position in GL3 team took part to many brainstorming meetings and supported customer relations improvements by different suggestions. I believe that I could have a great impact in innovations Lab strong from my knowledge in CR specialism but also of understanding the challenges of learning and development that I have supported in the past on trainings I understand the needs for improvements the preparation to integrate PEGA soon and the urge to constantly improve our processes and as a customer relations agents I have contributed to identify some of the pain points in customer service. I have also worked using AI and encouraged my team to use the tools we have such as Glean and Gemini to support them in their work respecting the guidelines.

Eager to learn and to contribute to the overall customer service experience I have in the past 4 years showed my creativity and also my ability to work in a team and alone as well as supporting my colleagues and I also worked with different stakeholders whether it was to flag or raise urgent matters or to communicate information. I have sharpened during my position in Customer relations my analytical skills and attention to details that supported me to successfully resolve for customers but also to bring attention to repeated scenarios. I have ensured to always bring the best of my person and dedication to my work and I am ready now to explore a new role and I am very enthusiastic about this opportunity, I have in the past applied to the role and grown from the feedback I have received and I have worked on my own self development filling in the gaps and I have also requested shadowing with innovation Lab to understand better the role and prepare myself to integrate the position in the future perhaps to get an interview and elaborate more on how I can be a great choice for the innovation Lab.

I’m looking forward to meeting you in an interview.

Best regards

Latifa Bey