Fiorela Bouhsaien
Zoetermeer,Den Haag
Summary
Sales professional with four years of customer-facing experience in retail and reception roles. Demonstrates strong upselling skills and a multicultural approach to enhance customer satisfaction and drive sales. Proven ability to communicate effectively and adapt to diverse customer needs. Committed to fostering welcoming environments that promote customer loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Assistant
Atocha Station
Madrid
2025.12 - 2026.02
- Led in-person and telephone customer service for travellers and visitors at Atocha.
- Coordinated communication within departments at Atocha station, enhancing service delivery.
- Directed lost-and-found service handling for items reported at Atocha.
- Managed carriers and personnel access at Atocha station, ensuring adherence to safety standards.
- Oversaw ticket sales and mail distribution, while preparing office supplies for operational efficiency.
- Administered order processing and mobile service guarantees through Atocha platforms.
Receptionist and access control
El Corte Inglés
Madrid
2023.01 - 2024.11
- Coordinated receptionist duties, ensuring consistent standards for efficient visitor handling.
- Welcomed guests and clients with a positive attitude, ensuring a friendly atmosphere. through friendly, positive communication.
- Prioritised service quality by resolving customer enquiries face-to-face and over the phone.
- Direct incoming calls to relevant staff via multi-line telephone system.
- Led call handling by capturing accurate messages and passing information on quickly.
- Authorised carrier entry through established access-control procedures to maintain security.
Customer service
Back Market
Madrid
2021.01 - 2022.01
- Provided exceptional customer service, addressing enquiries and custom orders with a focus on client satisfaction.
- Provided exceptional customer service, addressing queries with empathy and professionalism.
- Provided exceptional customer service, addressing queries and feedback with professionalism.
- Customer service by phone and email.
- Received commendations from clients for punctuality and excellent customer service.
- Processed billing transactions accurately and managed guarantees for mobile devices.
- Preparation and sending of orders.
- Oversaw operations on Movilbak and Zoonzoo platforms, ensuring smooth functionality.
Information-Reception Assistant
SBC
Madrid
2020.01 - 2021.01
- Welcomed visitors and provided information about cultural exhibits in the centres of the CAM.
- Coordinated reception activities by answering calls and directing inquiries at the Ministry of Finance.
- Welcomed guests and clients in friendly, positive manner.
- Welcomed visitors at the front desk, providing immediate assistance and directing them to appropriate contacts.
- Maintained a tidy and welcoming reception area, upholding company standards for cleanliness.
Att. Customer Duty Free
Duty Free
Madrid
2019.01 - 2020.01
- Assisted customers with informed product suggestions to enhance their shopping experience.
- Communicated promotions and facilitated sales of products in store.
- Ensured cleanliness and organisation of work area to support operational efficiency.
Receptionist
Hostal Hispano
Madrid
2017.01 - 2018.01
- Welcomed guests and clients to create a positive first impression.
- Delivered personalised customer service to enhance guest experience.
- Check-in and Check-out.
- Promoted services and excursions, contributing to increased customer satisfaction.
- Reservation management.
- Resolution of incidents.
Shop assistant
Nyx Cosmetics
Madrid, Madrid
2017.05 - 2017.10
- Assisted customers in locating products, offering recommendations based on specific needs.
- Provided personalised attention and tailored advice to clients, enhancing customer satisfaction.
- Processed transactions efficiently, including cash, credit card, and gift voucher payments.
- Facilitated product sales and managed inventory replacements, ensuring stock availability for customers.
- Took stock of products and updated inventory records with new totals.
- Fostered a positive shopping experience, leading to repeat business and customer loyalty.
- Marketed new American products, successfully attracting potential buyers and increasing sales.
Shop assistant
Isoleé
Madrid, Madrid
2017.01 - 2017.05
- Advised customers with personalised guidance to support confident product decisions.
- Directed customers to suitable products, recommending options aligned to specific needs.
- Facilitated new product promotion through engaging conversations and informative product presentations.
- Resolved customer complaints with empathy, achieving satisfactory outcomes for customers.
- Managed product sales workflow and coordinated replacements to ensure consistent service quality.
- Managed payment processing across cash, card, and gift vouchers accurately.
- Controlled shop floor stock levels and scheduled restocks for optimal inventory.
- Maintained merchandising standards by organising shelves for clear product visibility.
- Held responsibility for opening and closing duties, completing security, cleaning, and financial checks.
Education
Bachelor of Science - social Sciences
El Verdaguer
Bachelor's degree 2013-01
Skills
- Customer orientation
- Relationship management
- Needs assessment
- Upselling
- Effective communication
- Conflict resolution
- Adaptability
- Bilingual (Moroccan and Saudi)
- Multicultural sensitivity
- Communication skills
- Office package
- Internet
- Windows
- Social networks
Languages
English
Upper Intermediate
B2
Italian
Beginner
A1
Arabic
Advanced
C1
Catalan
Upper Intermediate
B2
Spanish
Proficient
C2
Hobbies and interests
- I love Fashion
- I really enjoy listining to all kinds of music
- i love Nature
- I'm Passionate about astronomy
- Reading relaxes me a lot
- Playing differents kinds of Sports
Timeline
Customer Service Assistant
Atocha Station
2025.12 - 2026.02
Receptionist and access control
El Corte Inglés
2023.01 - 2024.11
Customer service
Back Market
2021.01 - 2022.01
Information-Reception Assistant
SBC
2020.01 - 2021.01
Att. Customer Duty Free
Duty Free
2019.01 - 2020.01
Shop assistant
Nyx Cosmetics
2017.05 - 2017.10
Receptionist
Hostal Hispano
2017.01 - 2018.01
Shop assistant
Isoleé
2017.01 - 2017.05
Bachelor of Science - social Sciences
El Verdaguer