Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Accomplishments
Certification
References
Timeline
AdministrativeAssistant
Nour Youssef

Nour Youssef

Scotland

Summary

A goal-oriented and innovative individual with a diverse background in communications and marketing. Proven expertise in leveraging creative problem-solving to craft compelling messages and execute targeted campaigns that elevate client engagement. Strong interpersonal and organizational skills, with a keen eye for detail. A multi-media developer and digital strategist, adept at utilizing platforms such as Creative Cloud and CRM systems. Committed to delivering impactful communication strategies that resonate with audiences, and passionate about promoting lasting customer satisfaction by delivering quality service.

Overview

8
8
years of professional experience
40
40
Certification

Work History

Career Break

(Travel)
08.2024 - Current
  • Spent time travelling across the Middle East and Europe, enhancing communication skills through interactions with diverse cultures. Developed adaptability, problem solving skills and personal development.
  • Freelancing as a content creator, partnering with leading retailers as an affiliate for Amazon and TikTok Shop.

Customer Service Representative

SERCO Northlink Ferries
Aberdeen
06.2017 - 08.2024
  • Serve as the primary point of contact for up to 600 customers daily, ensuring a seamless experience and meeting objectives within tight schedules.
  • Ensured smooth running of operations with timely preparation of reports.
  • Provide service-related data, and successfully drive sales while fostering long-term customer relationships.
  • Strong communication and negotiation skills, excelling in face-to-face, telephone, and email interactions.
  • Facilitated customer loyalty programmes to enhance customer retention and repeat business.
  • Manage extensive administrative tasks, including arranging meetings, handling inquiries and complaints, and maintaining CRM and internal systems.
  • Liaise across departments (HR, Finance, Marketing) and with external suppliers and third parties to coordinate operations.
  • Represent the company and promote services at events, increasing brand awareness and engagement through targeted marketing initiatives.
  • Enhanced communication channels through regular updates on company policies and promotions, and maintained social media platforms and websites ensuring consistency and accuracy.
  • Create daily bookings and passenger reports, ensuring attention to detail.
  • Uphold customer confidentiality while adhering to stringent security and safety protocols.
  • Review weekly passenger data and forecast future needs, supporting operations planning.
  • Handle call centre tasks, directing inquiries to the appropriate personnel, and managed high volume of inbound calls for quick resolution of customer issues.
  • Maintain records and databases related to stock takes and customer data, using Microsoft Excel.
  • Validate financial transactions and assist accounts team with invoice processing and payments.
  • Collaborate effectively with team members, demonstrating leadership in organizing meetings, sharing best practices for improving service, team-building activities, and training new staff.
  • Proficient in Microsoft Office Suite and CRM software, with experience handling diverse client needs and promoting a positive company image.

Public Relations Coordinator

NOX Nightclub
Aberdeen
09.2018 - 06.2019
  • Represented the club, enhancing its image through strategic branding and communication.
  • Managed PR activities, boosting reputation and credibility in the market.
  • Collaborated with departments to align PR efforts with corporate goals.
  • Increased brand visibility through the development and execution of strategic PR campaigns.
  • Conducted market research to identify trends and new opportunities.
  • Created compelling content to enhance online visibility and managed multiple social media platforms.
  • Contributed innovative ideas during brainstorming sessions, resulting in successful implementations.
  • Designed promotional materials to effectively advertise event campaigns.

Education

SVQ Level 5 - Business Administration

West College Scotland
03.2025 - Current

BA (Hons) - International Tourism Management

Robert Gordon University
09.2020 - 07.2022

Certificate Diploma - Digital Marketing

New Skills Academy
Online
04.2023 - 04.2023

Skills

  • Microsoft suite expertise
  • Problem-solving
  • Team Leadership
  • Relationship Management
  • Sales expertise
  • Customer loyalty building
  • Media relation handling
  • Public relations savvy
  • Email campaigns and marketing tools
  • Social media marketing and engagement
  • Copywriting / editing / author
  • Creative Cloud
  • Research
  • Efficient communicator
  • Website building

Languages

English
Native
Arabic
Fluent

Affiliations

  • Blogging and Writing
  • Web development and Social media
  • Travelling
  • Socialising & networking events
  • Exercising
  • Board games

Accomplishments

Innovation Award of Achievement in University.

Built, designed and manage my own travel blog and booking website.

Currently writing a novel with over fifty thousand words.

Certification

Over 40 accredited courses including:

• SQA certified First Aider and Defibrillator training.

• GDPR Training.

• Accurately Recording Data.

• Health, Safety and Security in the Workplace.

• Environmental Awareness.

• World Host Principles of Customer Service


SHMU FM - Aberdeen (04/2024)

Completed an 8-week radio training course to enhance creative skills.

  • Acquired knowledge on how to operate a radio station, do live shows and conduct interviews on air.
  • Learned how to use Adobe Audition software in Creative Cloud to edit audio recordings & transcript.

References

References available upon request.

Timeline

SVQ Level 5 - Business Administration

West College Scotland
03.2025 - Current

Career Break

(Travel)
08.2024 - Current

Certificate Diploma - Digital Marketing

New Skills Academy
04.2023 - 04.2023

BA (Hons) - International Tourism Management

Robert Gordon University
09.2020 - 07.2022

Public Relations Coordinator

NOX Nightclub
09.2018 - 06.2019

Customer Service Representative

SERCO Northlink Ferries
06.2017 - 08.2024

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