Summary

Work experience

• customer service advisor - crc servicing

  BNP Paribas

  2023.01-Current

  (3 years)

  Handled an average of 60–80 incoming calls per day while maintaining a customer satisfaction rate above 95%. Resolved customer requests and incidents in under 5 minutes on average. Provided personalized advice on banking products and services. Consistently achieved commercial and sales targets. Processed document billing and managed salary repatriation operations for clients, ensuring full compliance with regulatory standards. Used CRM tools and digital channels for efficient client follow-up and relationship management. Internal training completed: Remote Customer Relationship, Sales Techniques, Effective Communication, Complaint Handling, Banking Operations, Financial Security.
• bilingual banking customer service representative (french &arabic) - front & back office

  BNP Paribas

  2017.01-2023.01

  (6 years)

  Delivered personalized front-office service to 200+ customers per week in a high-traffic retail banking branch Opened new accounts and managed a full range of banking products and daily operations (savings, currentaccounts, loans, cards) Resolved customer complaints efficiently while maintaining high satisfaction levels (CSAT consistently > 95%) Actively participated in commercial campaigns, achieving an average 15% annual increase in product sales through effective cross-selling and upselling in French and Arabic Coordinated with back-office and compliance teams to ensure seamless customer experience and full regulatory adherence (KYC,AML, anti-fraud procedures) Managed cash desk operations and ATM replenishment; processed and followed up on card issuance, cheque books, and bank cheques Completed internal training programs in Customer Loyalty, Banking Operations, Regulatory Compliance & Financial Security
• Bilingual Vehicle Sales Consultant

  Peugeot

  2016.01-2017.01

  (a year)

  Welcomed and advised 25–40 customers daily in the Peugeot showroom, conducting full sales cycles in French and Arabic Achieved and consistently exceeded monthly sales targets for new vehicles (C-segment & SUVs) Presented vehicle features, organized test drives, and negotiated prices and trade-ins Structured and sold financing/credit solutions in partnership with banking partners Managed the entire customer journey: from first contact to vehicle delivery and after-sales follow-up Ranked in the top 5 sales performers of the dealership for 8 consecutive months Built a personal client portfolio that generated repeat business and referrals Air Algérie
• Airport Customer Service & Sales Agent

  Algérie

  2015.01-2016.01

  (a year)

  Delivered front-line customer service and sales at Algiers International Airport for Air Algérie Assisted 100+ passengers daily (check-in,rebooking, upgrades, special assistance) in French and Arabic Handled high-pressure situations including flight delays, lost baggage, and overbooking with calm and professionalism Sold tickets, excess baggage, seat selection, and lounge access – consistently met and exceeded sales targets Ensured compliance with aviation security and IATA regulations Collaborated with ground handling teams and airport authorities in a fast- paced international environment

Educational experience

• universite hassiba ben bouali, chlef

  Biological Engineering

  2011.09-2016.06

  (5 years)

  After completing my Master’s degree with highest honours (Valedictorian – ranked 1st in my specialization), I made a deliberate and successful career pivot towards customer-facing and commercial roles. I quickly discovered my passion and talent for sales, customer relationship management, and international business environments. Since 2015, I have built a consistent 10+ year professional track record in high-pressure, client-oriented positions: Aviation (Air Algérie – airport commercial agent) Automotive premium sales (Peugeot) International banking (BNP Paribas – 8 years as Universal Banker & Customer Service Advisor) This strategic reconversion allowed me to combine analytical rigor from my scientific background with outstanding interpersonal and commercial skills – making me a versatile, fast-learning, and results-driven professional perfectly suited for remote international customer service and sales roles.

Languages

Certificates

Skills