Badreyya Al Mazrooei, Director of government and travel services

Badreyya Al Mazrooei

Director of government and travel services

Twofour54

Location
United Arab Emirates - Abu Dhabi
Education
Master's degree, MBA in HR
Experience
26 years, 0 months

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Work Experience

Total years of experience :26 years, 0 months

Director of government and travel services at Twofour54
  • United Arab Emirates - Abu Dhabi
  • My current job since March 2021
Head of customer care & guest relations at Etihad Airways
  • United Arab Emirates - Abu Dhabi
  • July 2016 to March 2021

Manage all elements of contact center and operations related to Guest Experience which include Guest Relations, Guest Transport, VIP team, and call centers to ensure global best-in-class services and customer handling.

Develop, implement and manage strategic and operational objectives for the Etihad Global Contact Centre operations across multiple sites, including geographical and language based strategy for voice and e-mail activity in line with the overall Etihad business strategy.

Ensure the Global Contact Centers deliver optimized revenue generation and consistently high levels of service quality in all its diversified activities within budget.

Senior Manager Contact Centre at DP World
  • United Arab Emirates - Dubai
  • January 2008 to June 2016

Mainline responsibility for stewardship of the contact center
 Leading, handling and monitoring the productivity of the contact center employees to achieve budgeted goals
 Define organizational vision & objectives and shape strategic path for various sections
 Be responsible for developing
o And executing long & short term plans to ensure performance and utilization of the contact centers’ key resources
o Career paths for employees, ensuring career growth & development prospects for employees
o And implementing & monitoring Key performance metrics to ensure utmost operational efficiency
o Strategies for the contact center strategies & align them to the overall organizational strategies
 Responsible for
o Identifying key risks affecting the contact center as well as assessing impact, severity while developing mitigation
plans to help in overcoming the risks
o Improving and re-engineering practices/processes, driving process standardization etc.
o Leading process audits, establishing strong change management systems etc.
o Identifying & benchmarking against key industry trends
o Focusing on design, review and approval of strategic & operational plans pertaining to corporate business planning
o Devising policies & strategies aligned to divisional objectives
o Implementing plans for accomplishment of sectional objectives including implementation of communication plans
with internal & external entities
o Being involved in definition, monitoring KPIs and reporting on progress & areas of improvements to maintain
productivity and efficiency
o Ensuring prompt resolution of customer issues aimed at maximizing customer satisfaction
o Coordinating with section heads of Technology Support, Training and Customer Care in day to day operations
 Conduct research on processes & initiate projects to optimize operations and costs/ budgets
 Implement strategic projects to enhance portal usability and users’ satisfaction
 Generate various business and other MIS reports to assess the health of the business

Quality Assurance Officer at Etisalat
  • United Arab Emirates - Abu Dhabi
  • March 2000 to December 2007

Responsible for multiple activities in QA domain in the Contact Center
 Be responsible for
o Implementing Quality of Service benchmarks in the Contact Center aligned to Corporate Quality‘s guidelines
o Conducting internal Quality System audits including analysis of performance & productivity reports
o Enhancing productivity of CSR’s, Supervisors through implementation of various motivational programs
o Being involved in collation of statistical reports to generate database of issues and concerns raised by customers
o Conducting workflow analysis of calls and emails to improve operational and service performance
o Preparing analytical reports of calls and emails to provide informative data & solutions to the department head
for accomplishment of operational and service targets
o Evaluating department performance using various assessment models, implemented improvement plans/
projects based on department’s strategies and requirement
 Ensure prompt resolution of customer issues aimed at maximizing customer satisfaction

Education

Master's degree, MBA in HR
  • at Ajman University of ScIence & Technology (AUST), Ajman
  • May 2015

HR

Specialties & Skills

Workflow
Key Performance Indicators
Workflow Analysis
System Enhancements
Benchmarks
Negotiations Skill
Analytics and logical Skill
Solution oriented thinking
Conflict resolution and management skill
Coaching and mentoring

Languages

Arabic
Native Speaker
English
Expert

Training and Certifications

Certified COPC CX Implementation Leader (Certificate)
Date Attended:
November 2020
Lean Six Sigma training- Green belt (Training)
Training Institute:
Revive Group
Date Attended:
July 2019

Hobbies

  • Drawing