Open to opportunities

Widad El Alami

@widadelalami

Message

I am a customer-focused quality assurance and retail support specialist driving service excellence.

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Message

What I'm looking for

I seek a customer-facing role in quality assurance, retail supervision or support where I can coach teams, improve processes, and apply CRM and digital-marketing skills within an international, service-oriented company.

I am a results-driven retail supervisor and quality-support professional with hands-on experience improving customer satisfaction and operational efficiency across travel retail and outsourced contact center environments.

As a Boutique Supervisor I oversee store operations, manage staff, train teams on service excellence, and coordinate retail events to serve international customers. Previously I served as a Quality Assurance coach and subject-matter expert where I audited processes, led calibration meetings, and created training materials to close performance gaps.

I bring a practical mix of CRM and digital-marketing know-how, strong coaching skills and a commitment to continuous improvement; I seek roles where I can raise service standards, streamline processes and develop teams.

Experience

Work history, roles, and key accomplishments

Current

Boutique Supervisor

Current

Qatar Duty Free

Aug 2023 - Present (2 years 1 month)

Oversee boutique operations in travel retail, managing staff and coordinating retail events to ensure exceptional customer experiences; coordinated day-to-day activities and delivered staff training to improve service consistency.

Retail Operations Customer Service Training Event Coordination Visual Merchandising Loss Prevention

Quality Assurance Coach

Comdata - Philip Morris UK

Jan 2022 - Sep 2023 (1 year 8 months)

Executed quality assurance for customer service, auditing processes and delivering coaching and training materials to improve consistency and align performance with client expectations.

Quality Assurance Coaching Training Development Performance Improvement Customer Service CRM

Sales Executive

Personal Recruitment Outsourcing (PRO)

Nov 2020 - Aug 2021 (9 months)

Managed high-volume outbound sales to UK and Scotland prospects, qualified needs, closed sales and executed upsell strategies while maintaining strong customer relationships.

Outbound Sales Lead Qualification Upselling Customer Service Objection Handling CRM Relationship Management Communication

Marketing Setup Specialist

Mercury Digital

Jan 2021 - Present (4 years 8 months)

Onboarded US automotive clients to CRM and digital marketing platforms, coordinated account setup and assisted campaign setup to enhance lead generation for dealerships.