Arwa Slama

Experience

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  AIESEC in Hadrumet

  May 2016 - Jan 2017

  Customer Experience Manager

  Experience in a diverse team and responsible for the delivery of Customer Experience guidelines:-Surveyed over 500 customers on their experiences with the platform, allowing for a 20% optimization of services.- Coordinated with HR, PR, and exchange departments to ensure that potential detractor issues were promptly addressed, resulting in a 70% reduction in negative reviews on social media.- Helped customers with account setup, billing inquiries, opportunity searches, and so on.- Managed a team of over 5 members.- Identified and reported technical issues to other departments, resulting in a 50% reduction in customer complaints.- Managed a process to improve a restructured communication flow among five departments.- Managed customer experience implementation in my organisation.- Inspected and coordinated all the points of contact between our exchange participants and exchange departments. Show less

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  Elite Paraschool Sahline

  Sept 2018 - Apr 2019

  English Language Teacher

  - Crafted interactive lesson plans to suit all ability levels, utilizing evidence-based instructional methods, and increasing learner proficiency by 25%.- Developed and executed 10+ stimulating classes on civic engagement for 40 students, with an average 98% attendance rate.- Evaluated each student's academic skills through verbal assessments, graded assignments, and standardized tests, leading to a 20% increase in test scores

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  ULYSSE SARL

  Jun 2019 - Oct 2019

  Sales Representative

  - Demonstrated mastery of the English language, including expertise in reading, writing, grammar, & speaking fluently, to communicate with high-calibre clients effectively.- Negotiated deals that saved 30% by using my communication skills to persuade clients about the benefits of the products.- Managed over 30+ inbound and outbound calls, emails, and online messages per day. This experience helped me develop the ability to multi-task and work efficiently to meet tight deadlines.- Developed an outstanding Customer Focus, by anticipating the needs of every customer and adapting to their different personality types. Show less

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  Ozeol.com

  Feb 2023 - Nov 2023

  Sales Specialist

  Mission: - Prospect the international market to buy overstocks, liquidations and unsold goods at the best prices.- Follow up on orders and necessary documentation.- Follow up with the company's internal software and office resources.- Know how to manage claims and disputes with customers and vendors.- Coordinate and communicate frequently with managers and support staff.- Review product quality and submit transactions to the buyer to complete the buying process.

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  Foodomarket

  Dec 2023 - Mar 2024

  Senior Sales Specialist (Uk)

  - Contacting Leads of 0% and 5%, 20% 40% and 50% in Uk Market.- Follow up on Calls and Appointment set by Qualifiers.- Inqury different products by different cuisines.- Argue and Lead the Exchange to a SALE.- Negotiate and List depending on Kitchen type.- Create the accounts for Clients and customize quotation according to their Budgets.- Close and Place Orders and Assist Clients with Payment.- Pipeline follow-up.- Handling logistics needs of delivery within M25.- Adaptability to Uk (london) market regulation. Show less

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  Hilton Skanes Monastir Beach Resort Tunisia

  Apr 2024 - Mar 2025

  Guest Relation Cordinator

  - Follow up on all reports: CRM, Traces, room issues, amenities, special events, transfer, traces and lost & found front office department report- Hotel complaint management and follow-up on resolutions - Handle various complaints via emails: Travel Operators (TO), local agencies and social media- Respond and manage reviews: Booking.com, Expedia, Holiday Check, Tripadvisor...- Handle Guest assistance platform and manage guest complaints- Handling various events related to the guest experience and coordinating with other departments (food & beverages; maintenance, housekeeping, health & safety, marketing & sales, reservation and recreation)- Escort and manage tours with Operators in the hotel- Assistance with other tasks as requested by the General Director, Front Office Manager, Guest Relation Manager, and Duty Manager Show less

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  Sahara beach resort and spa

  Mar 2025 - now

  Guest Relations Manager