Open to opportunities

Nahla El ajri

@nahlaelajri

Message

Customer service and operations expert driving client engagement and sales.

Malta

Message

What I'm looking for

I seek a client-focused role where I can use my VIP support, sales and operations experience to improve retention, drive revenue, and lead high-performing teams.

I am a customer service and operations professional with over 10 years' experience delivering high-touch service, loyalty and revenue growth across gaming, hospitality and retail sectors.

I have a proven track record advising clients on trading opportunities, upselling products, and resolving complex inquiries while maintaining confidentiality and compliance.

I have led teams and managed day-to-day operations for luxury salons and spa centers, developed sales strategies that exceeded targets, and supported VIP players in live casino environments.

I am fluent in Arabic and advanced in English and French, proficient with call center and office software, and committed to improving customer experiences through data-informed feedback and cross-team collaboration.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Support

Current

VIP Casino Online

Mar 2025 - Present (8 months)

Provide high-quality support to VIP players via chat, email, and phone, resolving account issues and driving engagement through targeted promotions and retention efforts.

Live Chat Account Management Compliance CRM

Game Presenter

Evolution

Nov 2024 - Mar 2025 (4 months)

Hosted live casino games, explained rules clearly, and maintained compliance and broadcast quality to ensure an engaging player experience.

Compliance Rules Quality Assurance Team Collaboration

Call Center Representative

Gcc7

Nov 2023 - Nov 2024 (1 year)

Reached out to prospective clients to introduce Forex trading, provided tailored trading advice, and upsold products while maintaining accurate client records and participating in training.

Cold Outreach Arabic Language

Salon Manager

Inglot

Jan 2021 - Jan 2022 (1 year)

Led counter managers, managed recruitment and team development, and implemented sales strategies to meet and exceed store targets while preserving brand image.

Team Leadership Recruitment Sales Strategy Brand Management Customer Service Staff Training Performance Management

Salon Manager & Customer Service

Jose Eber Laloge Beauty Salon

Jan 2017 - Jan 2019 (2 years)

Oversaw daily operations of a luxury salon at the Mandarin Hotel, created marketing campaigns, and improved customer retention through personalized service.

Operations Management Customer Retention Marketing Campaigns Luxury Team Supervision Client Relations

Operations Manager

Grand Flora Spa

Jan 2013 - Jan 2017 (4 years)

Supervised daily operations and staff performance in a high-end wellness center and implemented customer service protocols to enhance client satisfaction.

Operations Management Staff Supervision Partnership Building

Customer Service Representative

Al Jazira Hotel

Jan 2011 - Jan 2013 (2 years)

Managed guest check-ins/outs, assisted with reservations and special requests, and resolved customer concerns while maintaining high service standards.

Guest Service Reserving Check Out Hospitality Front Desk Operations

Customer Service Agent

Habib Bourguiba International Airport

Jan 2009 - Jan 2011 (2 years)

Assisted passengers with ticketing, check-in, and boarding procedures, provided travel information, and resolved issues to ensure smooth passenger experiences.

Ticketing