Soukaina Boussidi

SOUKAINA BOUSSIDI OUJDA – MOROCCO Phone : - E-mail :- EDUCATION 2010 Oujda, Morocco High School Diploma in Science of Life and Earth High School: ZIRI IBN ATIYA 2010 - 2012 Oujda, Morocco Diploma Degree in Management University : Ecole Supérieure de Technologie 2013 Saint-Denis, France Undergraduate in University Paris 8 Vincennes Saint-Denis December 2020 Certificate in Marketing OpenClassrooms November 2022 Certificate in Social Marketing Coursera: Northwestern University January 7, 2023 Elementary English as a Second Language Salyor Academy Language: French: Proficient: C1. English: Proficient. WORK EXPERIENCE January 2025 Online Store Instants de couple: Virtual Assistant and Customer Service responsible Order Confirmation: Manage order confirmation and tracking. Email Management: Handle order changes, product returns, return label creation, and customer inquiries. Product Stock Management: Maintain accurate stock levels on the website. Invoice Management: Create and resend invoices to customers. Customer Support: Answer customer questions and provide personalized assistance. Social Media Management: Administer accounts, post content, and engage with our community. Visual Content Creation: Use Canva to design visuals for marketing campaigns and social media. Community Management: Foster a positive and engaged online community. Email Handling: Respond to customer emails professionally and efficiently. Refunds & Returns Management: Process refunds, exchanges, and returns according to company policies. Supplier Communication: Contact the supplier to resolve package delivery issues. October 2024 Online Toy Store for Kids CompletelyToy: After-Sales Manager After-sales customer service and communications. Handling of complaints and warranty cases. Resolving customer complaints. Offering technical support. Providing maintenance services. Addressing product issues or defects. July 2024 Online Store for Accessories Global Durag: Virtual Assistant and Customer Service responsible Social media management: platforms such as Instagram, Facebook Using graphic design tools Canva to develop visually appealing images. Handle live chats and emails for an online e-commerce platform. Working with clients who have complaints, orders, or require information about products/services purchased from the organization, providing solutions that fit those individualized situations and prioritize the customer’s needs at each step of the process. Social media management: platforms such as Instagram, Facebook; Using graphic design tools Canva to develop visually appealing images. Customer Interaction: Respond to customer emails and social media inquiries promptly. Provide information on products, handle complaints, and offer solutions in line with our customer service guidelines. E-commerce Management: Update and manage product listings, ensuring descriptions are accurate and SEO-optimized. January 2024 Real Estate Company MPM Holding: Virtual Assistant Managing diaries and organizing meetings and appointments. Organizing events and conferences reminding the manager/executive of important tasks and deadlines. Helping with daily time management Sending and answering emails Managing emails and correspondence Scheduling appointments and meetings Assisting with customer inquiries and follow-ups. March 2023 - April 2024 Retail Company Container de France: After-Sales Manager Customer Support: Respond promptly to customer inquiries, handle customer support tickets, provide timely responses and resolve customer issues efficiently, work with customers to resolve issues quickly, ensuring satisfaction and relationship retention. Social Media Engagement and Customer Relations: Actively respond to queries and complaints on social media, enhancing customer satisfaction and brand loyalty, encourage customers to leave positive feedback and reviews, address negative reviews professionally, collaborating with management to resolve concerns and enhance the customer experience. Returns and Refunds Processing: Process returns requests in compliance with company policies, track orders for return requests. Email Management: Ensure all emails are responded to within designated time frames, stay informed on products, promotions, and services to provide accurate information to customers, collect customer feedback after issue resolution, returns, or major interactions to track satisfaction levels. Order Management and Fulfillment: Order processing and order management, manage sales, order fulfillment, and returns within company timelines, provide operational support to improve the overall customer experience, collaborate with teams to resolve issues and ensure timely order fulfillment. March - Aug 2013 Suresnes - France Carrefour Market: Cashier Customer service, Cash handling, Greeting customers. Weighing and scanning items. Strong product knowledge and understanding of customer base. Verbal communication skills. SKILLS Customer Service Virtual Assistance After-Sales Service Social Media Management Proficient in French and English Experience in Social Media Management and Customer Service Proficient in Canva Project Management Software: Notion