Open to opportunities

Hind Elafez

@hindelafez

Message

Proactive customer-focused operations professional with strong coordination and claims experience.

Morocco

Message

What I'm looking for

I seek a collaborative role where I can apply operations, claims, or customer service expertise, grow into leadership, and improve processes.

I am a proactive and detail-oriented operations and customer service professional with experience across admissions, front office, claims management, and customer advisory roles. I prioritize organization, clear communication, and problem resolution to deliver high standards in every role.

In claims management I supervised and led an auto claims team, reviewed complex insurance claims, and oversaw customer inquiry resolution, which strengthened my leadership and decision-making abilities. I have hands-on front-desk experience at a luxury hotel, where I welcomed guests and handled inquiries professionally.

My background includes multiple internships in recruitment, partnership management, operations, and executive assistance, giving me broad exposure to administrative processes, stakeholder coordination, and reporting. I am proficient with MS Office and hospitality/operations systems such as Opera Hospitality and Oracle Micros.

I am committed to continuous learning and enjoy collaborative team environments where I can apply critical thinking and planning skills to improve processes and deliver excellent customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Admission Counselor

Current

ECN Global

Feb 2025 - Present (9 months)

Advise prospective students on application processes, perform profile analysis with tailored suggestions, conduct interviews, and manage applicant communications via email and phone.

Interviewing Profiling Customer Service

Front Office Assistant

The Oberoi Marrakech

May 2024 - Aug 2024 (3 months)

Welcomed and assisted guests professionally, handled basic inquiries and managed incoming mail to support front-desk operations and guest satisfaction.

Guest Relations Front Desk Operations Customer Service inquiry handling

Claims Manager

AXA Service Maroc

Jul 2023 - Dec 2023 (5 months)

Supervised the auto claims team to ensure timely, accurate processing, reviewed complex auto insurance claims, and resolved customer inquiries and complaints.

Claims Management Team Leadership Process Improvement

Customer Advisor

Wengage - Base

Dec 2021 - Apr 2023 (1 year 4 months)

Explained billing to customers, adapted services based on consumption patterns, and assisted in resolving technical network issues to improve customer satisfaction.

Customer Support Technical Troubleshooting Active Listening

Customer Advisor

Sitel - LifeScan

Apr 2021 - Oct 2021 (6 months)

Resolved clients' technical issues through active listening, identified customer needs, and performed file follow-ups to ensure product functionality.

Technical Support Active Listening Customer Service Case Management

Intern - Recruitment & Partnerships

Private International Institute of Management and Technology

Apr 2019 - Jun 2019 (2 months)

Recruited new students, scheduled information sessions for parents and students, and maintained follow-up with prospective partners and students.

Student Recruitment Partnership Follow Up Scheduling Outreach Administrative Support

Intern - Operations Manager

Private International Institute of Management and Technology

Sep 2018 - Mar 2019 (6 months)

Managed relationships between parents, students, and partners, implemented reporting tables, and provided professional and relational guidance to students.

Operations Management Reporting Data Reporting

Intern - Executive Assistant

International University of Leadership

Feb 2018 - Aug 2018 (6 months)

Served as point of contact for executives and external partners, managed information flow, and coordinated executives' calendars and meetings.

Executive Support Calendar Management Communication Meeting Coordination Information Management Administrative Assistance

Education

Degrees, certifications, and relevant coursework

Private International Institute of Management and Technology

Bachelor of Business Administration, Business Administration

Completed Bachelor of Business Administration at the Private International Institute of Management and Technology, focusing on business administration fundamentals and practical management skills.