Open to opportunities

Amal Alma Tlili

@amalalmatlili

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Guest Relations Agent delivering brand-true experiences through loyalty care and proactive issue resolution.

Tunisia

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What I'm looking for

I’m looking for a customer-focused role where I can own guest satisfaction, handle issues with empathy, and use my quality monitoring mindset to improve experiences with measurable action plans and supportive teams.

I’m a Guest Relations Agent who helps make every stay feel personal, especially for Premium members. In my recent role at Tunis Marriott Hotel, I ensured “the brand promise is delivered” in a way tailored to each guest’s preferences and loyalty level.

I bring a strong customer-first approach, engaging face-to-face, via live chat, email, and phone to define needs and fulfill them efficiently. I also proactively identify “potential sources of dissatisfaction through daily check-ups and customer interactions,” handling complaints “with empathy and professionalism” to protect guest satisfaction and my personal brand.

Earlier, I strengthened my experience in quality and service operations at AssistDigital Group. As a Quality Assurance Specialist, I monitored the quality of English & French interactions (calls, live chat) according to client instructions, supported continuous learning for team players, and developed action plans based on qualitative guest voice data.

Before hospitality, I built a disciplined foundation through pharmacy training and internships across Hospital/Institutional Pharmacy and Retail/Community pharmacy. That background shaped my attention to process, stock and invoice management, and confident handling of responsibilities under real-world timelines.

Experience

Work history, roles, and key accomplishments

Professional Guest Relations Agent

Tunis Marriott Hotel

Oct 2024 - Apr 2025 (6 months)

Managed guest interactions across pre-arrival, on-stay, and post-departure, ensuring the brand promise matched guests’ preferences and loyalty privileges. Handled complaints with empathy and monitored guest touchpoints to proactively prevent dissatisfaction.

Guest Relations Loyalty Member Care Customer Service Complaint Handling Live Chat Support Email Support Phone Support

Quality Assurance Specialist

AssistDigital Group

Jun 2021 - Mar 2022 (9 months)

Monitored the quality of English and French customer interactions via calls and live chat against client instructions. Supported continuous team learning and contributed training guidance and coaching for customer care practices.

Quality Assurance Customer Care Coaching

Customer Service Guest Specialist

AssistDigital Group

Feb 2021 - Jun 2021 (4 months)

Managed hotel reservations and guest accounts through English and French calls and live chat, ensuring smooth stay operations. Resolved conflicts between customers and business partners while maintaining service continuity.

Customer Service Live Chat Support Conflict Resolution Stay Operations Coordination

Technical Assistant

DirectLines Group

Dec 2018 - Oct 2019 (10 months)

Assisted customers with optical fiber installation support and provided real-time assistance to technicians. Managed technical intervention appointments in an assigned region to keep installs on schedule.

Customer Technical Support Technician Coordination Scheduling Appointment Management Regional Operations

Education

Degrees, certifications, and relevant coursework

CIFAC (International Cabin Crew Training Center)

Cabin Crew Job Training, Cabin Crew

2019 - 2020

Activities and societies: First aid and pharmacist assistance; Ensuring and monitoring passenger safety and comfort on board commercial aircraft.

Cabin crew job training covering passenger safety and comfort monitoring, meteorology and theorems of flight, and airworthiness fundamentals. Completed a safety and rescue certificate program.

Professional Training Centre of El-Omran

Professional Technician's Patent, Pharmacy Technician

2016 - 2018

Activities and societies: Teamwork and stock management; invoice management; fulfillment of medical prescriptions; execution of magistral and officinal preparations.

Professional Technician training in pharmacy practice, including customer service, prescription fulfillment, and preparation of magistral and officinal preparations. Completed internships in a hospital/institutional pharmacy (6 months) and a retail/community pharmacy (18 months).