Customer Experience Manager
Emirates Airlines
Total years of experience :23 years, 1 Months
Managed, mentored, and coached a team of Customer Experience
advocates to perform at the highest level.
Provided and inspired outstanding service to our customers to bring
new clients to the business and ensure the excellence of the CX by
meeting customers’ expectations and providing them with the best
inflight experience.
Resolved escalated customer situations and complex customer
scenarios. Addressed and effectively managed complex and sensitive
customer-facing and advocate-facing issues.
Ensured compliance with safety and security standards at all times by
all team members.
Implemented policies and procedures to exceed standards
Reported operational issues and handled customer complaints in a
timely manner, suggesting solutions to ensure operational
effectiveness and customer satisfaction.
Maintained and produced reports of project and team performance to
include quality, security, compliance, and standards.
Proactively communicated business performance, the adverse impact
of decisions on the customers, and potential risks to the business.
Identified sales prospects and provided accurate forecasts and
activity reports to management.
Motivated team members and provided them with the necessary
support in terms of training and development in order to optimize
performance results by building a culture of excellence and
accountability.
Worked closely with the team for the day-to-day management
giving them guidelines and coaching them for outstanding
customer service, communicating and enforcing the policies and
regulations with the aim of maximizing profit.
Conducted and/or participated in regular meetings with the
team and management to discuss performance, sales training,
product knowledge, merchandising, and to convey other
necessary information to management staff and associates that
are needed to improve store operation.
Ensured the team provides great CX.
Product management including ordering, receiving, price
changes, and new stock.
Team development, facilitating staff, learning training, and
developing.
Problem-solving, handling unusual circumstances.
Meeting the monthly and annual sales goals.
Motivated the team to achieve the target set for the store.