Cabin Manager
Emirates Airline
مجموع سنوات الخبرة :26 years, 6 أشهر
* Managed and allocated onboard resources for up to 520 customers and 26 crew members per flight, for the past 12 years on more than 3000 flights, towards delivering the Best Inflight Experience in the skies.
▪ Commissioned as the first in charge (after captains) of: inflight safety, security, medical emergencies, dining service, crew performance, customer experience, inflight sales, products, and entertainment.
▪ Led, supervised, guided, mentored, drove, enforced, and developed all crew members’ customer service knowledge and practice, ensuring their full compliance to employer’s policies, regulations and code of conduct, their contribution to achieve sales targets, and their consistent awareness of brand values.
▪ Assessed, measured, audited, and reviewed more than 6000 team members against; customer service KPIs, image & grooming, attendance, and behavioural trends, to identify: individual product knowledge levels, key concerns impacting morale and work performance metrics, and factors hindering smooth operation.
▪ Provided constructive feedback, recognized exceptional achievements, recommended training programs, suggested critical disciplinary actions, and coached crew through ongoing motivating development plans.
▪ Maximized ‘Inflight-Retail’ sales records, and exceeded figures of pre-set targets on 90% of my flights.
▪ Tackled and investigated thousands of customer complaints, scoring 95% conflict-resolution success rate.
▪ Promoted Emirates Customer Loyalty Program ‘Skywards’ enrolment inflight (achieving 5 enrolments on more than 500 flights), distributed and collected customer questionnaires, for further data analysis.
▪ Contributed in more than 200 ‘Process Improvement’ projects and ‘Service Trial’ programs (e.g. waste management, food & beverage delivery, product refining) to identify work flows inefficiencies and critical customer interaction touchpoints, through; focus groups, meetings, forums, and dedicated webinars.
▪ Advised and arranged for ‘Service Delivery’ and ‘Image & Uniform’ further training programs for more than 1000 crew members in 10 years, to enhance brand awareness and promote onboard Emirates ambassadors.
▪ Earned various Employee - ‘NAJM Awards’ from Emirates Chairman and President, for ‘Customer Service Excellence’, ‘Annual 100% Attendance & Sickness’ records on several occasions, for 6 consecutive years.
* Assigned accountable and main point of contact of key client - RTA (Roads & Transportation Authority-Dubai), responded to their consultation inquiries, market researches, mystery shopping allocation, and provided them with necessary training solutions through licensed and contracted third party vendors.
* Reviewed and gauged RTA’s customer service process shortfalls, through the customer journey touchpoints (i.e. RTA Customer Happiness Centres, Call Centres, Website, Online Chat) by applying different qualitative and quantitative measuring methods, that included:
o Surveys & Quality Reviews: used CAPI, CATI (Telephone) & CAWI (online), through 60 questionnaires.
o Mystery Shopping: trained 200+ shoppers on 700+ assignments, to assess select employees KPIs.
o Social Media Tracking: used ServdaQ to measure Customer Sentiment about RTA brand footprint.
* Analysed RTA’s provided Client-Experience data metrics, in order to measure customers’ complaints trends, customer happiness, products’ popularity, and customer retention rates.
* Issued and presented customized performance reports to RTA concerned departments, advised tailored training programs, and innovated ‘Branch -Best Performer Award’, to motivate associates’ job development.
* Attended RTA regular events and roadshows, to represent Ethos and strengthen clientele relationships.
* Qualified and generated new sales leads, found new clients and fostered strong long-term relationships with them.
* Visited sites to collect information about available properties and took professional photographs, to update the existing property information.
* Represented sellers in negotiation with prospective buyers, and advised buyers clients to decide what they want to buy.
* Developed and implemented effective sales strategies and action plans to maximize sales performance and insured excellent customer service at all stages, from lead generation to closure.
* Collaborated with marketing and public relations departments, to develop promotional campaigns and initiatives.
* Stayed updated on real estate market trends, regulations, and best practices
* Positioned as ‘Etisalat-UAE' Key Account Manager, for 5 million AED trading volume (mainly in SIM cards).
* Improved customer sales’ relationship and contacting strategies, logistic channels and inventory fast utilizing.
* Supervised and overviewed 50 sales associates in 10 retail-outlets (among: Abu Dhabi, Dubai & Sharjah) to measure their customer service performance, and customer shopping experience enhancement, using data from customers’ feedback, surveys and complaints.
* Assisted HR department in hiring, interviewing and training new sales associates on applying excellent customer service techniques and building clients’ rapport. Innovated the ‘Highest-Sale Representative Award’. Resulted in CSAT index increase to 91% and RR rise to 95% within 6 months plan.
* Updated CRM system (i.e. Salesforce) on daily basis, reported about market position through all media channels, that included: website chats, social media platforms, TV and radio advertising.
* Processed and shared all associates performance-related reports, along with customers’ data insights to sales and marketing manager, logistics, and HR & Training departments.
* Established ‘050 Mobile Care Hubs’ in 4 outlets for maintenance and aftersales services, resulted in huge brand awareness and 20% increase in repeat business.
* Participated and showcased company portfolio in major tradeshows and telecom events (e.g. DSF, GITEX).
* Led and managed a team of 20 CSRs of the main call-centre on each shift, evaluated their performance, provided mentoring and learning guidance, took corrective actions promptly, and issued performance reports.
* Identified customers’ needs, researched and resolved customer complaints ensuring clients are satisfied and (SLAs) are met, and seized opportunities to upsell /cross-sell a wide range of brand products.
* Assisted CS Managers in driving call centre business goals, implementing strategies to improve quality and productivity, and educated projects’ deadlines to team members through scheduled briefings.
* Trained and onboarded tens of new CSRs of call centres, to ensure understanding of processes and practices.
* Managed large amounts of inbound and outbound calls in a timely manner, following communication scripts and flowcharts, and Kept records of all conversations in company CRM database.
* Assessed clients' queries for; Residential, Commercial or Industrial property purposes, of both Off-Plan & Secondary markets.
* Advised clients on market trends, terms, pricing and projects, for buying, selling, renting/leasing properties, with the highest ROI.
* Interviewed Buyers to discuss properties they seek, and liaised with Sellers to evaluate and advise on properties' appealing.
* Employed digital marketing and media channels to optimize the visibility of properties to contracted clients on time.
* Presented properties to contracted Buyers, conducted viewings, open houses & inspections based on clients' agenda.
* Accentuated all unique advantages of the property, attended to client inquiries, and addressed concerns through property tours.
* Assisted CB Brokers in property listing to contracted Sellers. Ensured the accurate and up-to-date inventory on CRM system.
* Fostered progressive and timely communication between Buyers & Sellers to achieve mutual advantageous agreements.
* Intermediated negotiation processes, consulted clients on prices, mortgages, legal terms, ensuring fair and honest advising.
* Coordinated property closings and oversaw contract signing, converting transactions into lasting and trusted relationships.
* Prospected for new business by following up with assigned leads within my channel/district to ensure a constant sales growth.
* Developed networks of contacts to generate qualified leads and referrals. Built rapport with developers, brokers and exhibitors.
* Updated self awareness about Egyptian real estate market trends, new launches, regulations, mortgages and financial facilities.
* Welcomed guests warmly upon arrival, provided assistance with check-in/out procedures, attended to VIP and special needs guests, anticipated their needs, documented records, and ensured a smooth arrival experience.
* Acted as a point of contact for guests throughout their stay, addressed inquiries and concerns promptly, and worked as Personal Assistant when needed (e.g. confirming travel arrangements and taking messages).
* Collaborated closely with other departments, including housekeeping, banquet, Casino, food & beverage, and front office, to ensure seamless communication and cross-selling in delivering exceptional guest service.
Major study: Economics Minor study: Administration 50% of tuition language is English.
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.