Zakaria Mbarki

Contact

Location: Dubai, United Arab Emirates Name: Zakaria MBARKI Mobile Phone: +971582571762 Country: Dubai, United Arab Emirates Email Address: [email protected] linkedin.com/in/zakaria-mbarki-b2454154 Passport Number: Y-498224

Personal Information

Birth Date 10 July 1987 Gender Male Nationality Marital Status Married Number of Dependents 1 Driving License Issued from Tunisia Passport: Y-498228 Hobbies: Football//basketball/reading//video games

Education

October 2023 Doctorate, International Finance ( In process ) at Faculty of Economics and Management of Location: Sousse, Tunisia Research in the international finance and monetary economics. Studying the impact of exchange rate on the grow of the greenfield investment in the MENA region.

October 2014 Master’s degree in Banking and Monetary Economy at Faculty of Economics and Management of Manar Tunis Location: Tunis, Tunisia

My main duty was studying the impact of the real exchange rate in the grow of the Tunisian economy pre and post revolution. The purpose of this paper is to assess the effects of trade liberalization and international financial integration on the long-term behavior of the real exchange rate for Tunisia. Hence the question: to what extent the new commercial and financial context affects the real exchange rate equilibrium? We refer to development econometric analysis of nonstationary series (the unit root tests of Dickey-Fuller (1979) and we apply the cointegration test by Engle and Granger (1987) Tow equations for the period 1979-2013. Our econometric estimates suggest that the long-term behavior of RER specificity depends mainly on the economic and, in particular, the degree of financial integration, openness commercial and the Country risk. results also show that the evolution of misalignment of the RER is persistent and recurrent.

July 2009 Bachelor's degree, Tourism and Hotel Management at High institute of Management Sousse Location: Sousse, Tunisia Grade: 13 out of 20 During 2 years of studies I've learnt about how to manage a touristic company such as a hotel, travel agency, and hospitality establishment. I searched about the strategic cooperation and alliance in the tourism and hospitality fields. For instance, the cooperation like those of ACCOR, ABU NAWAS GROUP CHATEAU & CHATEAU as well as the vertical and horizontal alliance between other groups as Fusion and strategic cooperation.

Experience

Guest Service Consultant| Sales Specialist TADBEER Service Center Dubai, United Arab Emirates Oct 2019 – Present Location: Sh Zayed Road, Dubai, UAE. Company Industry: Gov Institution Department: Sales & FOH

Role and Responsibly: • Manage the FOH including the reception area along with the self-service platform and all Government typing and update the CRM with the new updates. • Greet and assist walk in customers and direct them to the right counter in the timeframe. • Provide accurate and complete information & consultation about the services offered by the Company from A to Z to make leads using my strong negotiations and up selling skills. • Provide after sales information for the availed services including: emails and different channels and follow up and online tracking system. • Solving problems of the existing clients for both long term and short terms contracts and escalate it to the higher management when needed. • Assisting both parties (client and worker) in case of dispute and providing best conflict resolutions for more than 2000 existing clients. • Using CRM system for all online booking process & follow up in a clear and informative manner. • Recommend new services, value-added services, upgrades and renewals. • Develop and maintain relationships with existing clients to generate more future repeated business sales opportunities. • Providing other roles following the customer relation manager if needed such as inbound and outbound calls, visa process with HR and coordinating with the contract team.... etc.

Dec 2018 – Oct 2019 Business Development Executive at Green Point Foreign Markets LLC Location: Business bay, Dubai, UAE. Company Industry: Financial Investment Company Department: Sales

Roles & Responsibility: • Promote and sold stock brokering services and products to new and existing clients • Analyze sales data and negotiation techniques to leverage client relationships and improve retention. • Provide clients and management with updated and relevant information regarding stock market analytics for decision making. • Assist customers in making profitable and safe investments • Researched market to identify current and potential trends establishing risk mitigation and profit margin • Manage customer portfolios and recorded all transactions • Educate customers about trades risk and suitable investment prospects and products. • Train new employees on phone etiquette, company policies, sales and closing tactics.

May 2017 –November 2017 Customer Technical Advisor at Teleperformance Location: , Sousse, Tunisia. Company Industry: Support Services Department: Other Receive inbound customer calls, to achieve agreed targets and standards applied to the campaign/account, to resolve queries and complaints. Maintain customer requirements and contribute to the overall improvement of campaigns/accounts. Achieve call handling targets and standards Record data accurately Maintain a positive attitude at all times and ensure there is a high customer service focus.

November 2017 – May 2018 Supervisor of Customer Services Group at Teleperformance Location: Akouda, Sousse, Tunisia. Company Industry: Support Services Department: Other supervising a group of Customer Technical Advisor dealing with Orange France technical, phoning and internet assistance

May2018 –November2018 Operation Manager Assistant at Teleperformance

Location: Akouda, Sousse, Tunisia. Company Industry: Support Services Department: Other Roles & Responsibility:

•Establish clear benchmarks and targets for achieving continuous improvement in our operations, ensuring that QS targets are met and exceeded by each one. •Co-ordinate the internal operations of the back-office administration, partner contact, and logistics. •Lead Platform daily ‘Morning meetings’ •Ensure the overall lead time performance, quality and customer satisfaction •Review operations and confer with technical or administrative staff to resolve production or other processing problems. •Monitor business to ensure that they efficiently and effectively meet planned objectives •Approve, manage, and lead training for team members •Support, coach and develop talent within your team in relation to systems, processes, and behaviors. •Dealing with a multicultural customer base.

Mar 2014 - August 2015 Professional Coach at YORUZUKA Freelance Location: Sousse, Tunisia Coaching the start-up Project Manager Students assistant in different universities in many subjects such as macro-economy, micro- economy and monetary economy, econometrics, analyzing data, general management, audit... coaching the researchers for academic researches purposes.

Aug 2015 – May 2017 Business Development Manager at YORUZUKA Freelance Location: Sousse, Tunisia Putting plans into action, monitoring various operational aspects, collaborating with the logistics office, and assigning tasks to employees and hiring new staff. Increase the part of the Market by 15% (60 customers (start-up & student) to 90 customers) make a cooperation with Ministry of Higher Education and Scientific Research and Tunisian Association of Professionals in Marketing & Communication to invite the professors for a conference, training and accompaniments. Coaching the administration staff of all the start-up company associated with Yoruzuka-Freelance.

Roles & Responsibility: • Monitoring various operational aspects. • Coaching the administration staff of all the start-up company associated with Yoruzuka-Freelance. • Identification of business opportunities with partners; lead all aspects of deal execution, including prioritization of partners, strategic and financial assessment, transaction structuring, negotiation, and implementation. • Lead negotiations, coordinate complex decision-making process, and overcome objections to capture new business opportunities. • Develop and utilize marketing related events, seminars, mailing campaigns, and cold calling to increase brand awareness and presence in the local market.

Jan 2014 - May 2016 Temporary Assistant Professor at High Institute of Management (Ministry Of Higher Education And Scientific Research) Location: Sousse, Tunisia, IBN-MUKAFAA street, ETAAMIR city, Sousse, Tunisia Company Industry: Education, Training, and Library Teach both undergraduate and graduate courses (Monetary Theories, Macro/Micro Economics, Financial Management, History of the Economics’ Theory, Introduction to the Data Analysis). Advise/ mentor learners. Develop and deliver professional short courses. Experience in consulting for business organizations and industry. An active team player and a contributor to continuous improvement in the University.

March 2013 - January 2014 QUALITY ASSURANCE / QUALITY CONTROL at Riviera Hotel Resort Location: Sousse, Tunisia, KANTAOUI, AKOUDA, Sousse Company Industry: Hospitality/Tourism/Travel

Auditing all the hotel departments under the supervision of my mentor Mr Habib Malouch the general audit of the Abu-Sufian Group. Identified inefficiencies and implemented process improvements in areas such as safety, quality, and production. Lead, plan, and control operational audits. Lead fraud investigation audit which lead to the successful prosecution and recovery of over 250 dnt/day. Assisting the Manager of Internal Controls with special projects, investigations and other duties as assigned.

Roles & Responsibility:

• Ensuring continuous improvement within the quality control systems and culture. • Making sure that the quality standards are clearly set up and are communicated within the company. • Benchmarking monitoring expectations as they apply to individual contributors. • Overseeing and coordinating the investigation of customer complaints and non-conformities, and preparing for third party audits. • Ensuring that internal and external audits are properly carried out. • Assisting with the training and development of staff. • Maintaining the company’s SOP system (Standard Operating Procedure).

July 2012 - November 2012 Internship and Training at Banque National Agricole Location: , Tunisia, Customer care assistant and front desk manager Market Research – This can be accomplished by searching via internet, phone and industry publications towards an on-going strategic information gathering initiative that fuels our business model. Deal Analysis – Contributing towards the fundamental sourcing and analysis of real estate assets that may be required by our advisory assignments or related to our direct investments. Pitchbook / Presentation Preparation – Assisting with the creation of analysis and content for client focused and general industry presentations. Other Ad-Hoc Analysis – As required and under direction, prepare various financial analysis including, but not limited to: asset and portfolio level proformas, investor level return models and comparable rent/sale analyses.

July 2010 - July 2011 General Manager Personal Assistant at FAZ-Confection (United Colors of Benetton) Location: Tunisia, ZI Kasserine, 1400, Tunisia

Roles & Responsibility:

• Handled inventory and restocking of materials. • scheduled employee hours, and handled incoming customer orders periodically. • Forward mail to out-of-town mailbox customers. • Ensured processes of receiving, stocking, assembling, prepping, and delivering merchandise. • Supervised and enforced compliance of company policy and procedure and safety regulations to ensure a safe and effective work environment. Assist with day to day operations of the HR functions and duties. • Covering a full spectrum of administrative duties, including executive support, office management, billing/invoicing, payroll administration, customer care, account management, database administration, document preparation, travel/ meeting coordination and project/program support.

July 2009 - July 2010 Sales Manager Assistant at FAZ-Confection (United Colors of Benetton) Location: Tunisia, ZI Kasserine, 1400, Tunisia

Acting as a first point of contact: dealing with correspondence and phone calls managing diaries and organizing meetings and appointments, often controlling access to the manager/executive booking and arranging travel, transport and accommodation organizing events and conferences reminding the manager / executive of important tasks and deadlines typing, compiling and preparing reports, presentations and correspondence managing databases and filing systems implementing and maintaining procedures / administrative systems liaising with staff, suppliers and clients collating and filing expenses.

June 2008 - September 2008 Internship at Miramar Hotel Location: Tunisia, Skanes, Monastir Company Industry: Hospitality/Tourism/Travel Department: Administration Different tasks in all the departments

March 2009 - May 2009 Internship at Zayatine-Clinic Location: Tunisia, Sousse, Company Industry: Helth Care Department: Administration (customer care service)

To act as a liaison between the facility and payment parties to investigate the claim, verify its information, and update the database in the instance. Review patient medical records. Communicating with medical billing specialists. Submission of claims. Billing patients for medical services. Enter patient information into computer files, and possibly also in paper records. Organize, manage, and sort paperwork (including patients’ charts). Continue to enter data as patients are subjected to diagnostic tests and receive treatment. Resolve conflicts regarding payments and reimbursements. Ensure the confidentiality of patients’ personal information • Perform clerical duties that may include answering the telephone, greeting patients.

September 2007 - October 2007 Internship at Garden beach Hotel Location: Tunisia, Skanes, Monastir Company Industry: Hospitality/Tourism/Travel Department: Administration Internal Audit, Receptionist, responsible of event Organization, Managing of the external Club (Black & White)

June 2007 - August 2007 Internship at Banque National Agricole Location: Sousse, Tunisia, Kantaoui port Hammam-sousse, Sousse, Tunisia Company Industry: Banking Department: Front Office front desk agent, monetary Transaction, customer advisor, portfolio management, customer relationship management, financial modelling

August 2006 - October 2006 Internship at Banque Nationale Agricole Location: Sousse, Tunisia, Kantaoui Port, Hammam Sousse, Tunisia Company Industry: Banking Department: Front Office front desk agent, monetary Transaction, customer advisor, portfolio management, customer relationship management, financial modelling

June 2006 - August 2006 Internship at Banque Nationale Agricole Location: Tunisia, Habib Bourguiba AV, Kasserine Company Industry: Banking Department: Front Office

front desk agent, monetary Transaction, customer advisor, portfolio management, customer relationship management, financial modelling

June 2005 - August 2005 Internship at Banque Nationale Agricole Location: Tunisia, Habib Bourguiba AV, Kasserine Company Industry: Banking Department: Front Office+ front desk agent, monetary Transaction, customer advisor, portfolio management, customer relationship management, financial modelling

Skills

EVIEWS, MICROSOFT Office, SAP, CRM, CCMS, MENDELEY, ENDNOTE ANTIDOTE, ORACLE…etc.

Other Skills Operational research, learning agility, Leadership, innovating sales plans, Integrity, Strong negotiation skills, Strong problem-solving skills, trilingual with good communication skills, Good command of Microsoft and CRM system, internal control, project management and conception of strategic management. I have a great ability of analysis, I am very concerned with customers satisfactions, resilience and the ability to cope with rejection, I am anxious with all details related to customers’ needs, Flexibility to respond to a range of different work situations, Ability to work under pressure.

Certificate

• Competency Based Interviewing Skills Workshop 2018-Tunisia • How to satisfy my customers Training; 2018-Tunisia • Neuro-linguistic programming (NLP) Training; 2017- Tunisia • Training on Thomson Reuters; 2015- Tunisia • Social Media Marketing: Social CRM; 2019

• Strategic Planning Foundations; 2019 National Association of State Boards of Accountancy

Languages

English+++ Arabic+++ French+++

Memberships

Think ISG

Membership/Role: Co-Founder Member since: March 2015

A.T.P. M.C(Tunisian Association of Professionals in Marketing & Communication)

Membership/Role: Member Member since: June 2013

AIESEC TUN Membership/Role: Member Member since: May 2011