Affairs Manager
Etihad Airways
Total years of experience :20 years, 10 Months
cases to each Team member on a daily basis
•Staff Attendance and scheduling holidays and Annuals on a rotating basis
•Supporting Team members on conducting investigations and research into individual guest history
•Handling Premium and Non Premium guest issues, both Arabic and English
•Fulfilling the monthly quota set for Arabic cases
•Supporting Legal Department on cases
•Point of contact for Consumer Protection
•Handling high profile/ VIP cases from CEO/VPs/Internal Departments
•Coordinating with the Senior Manager in formulating constructive/decisive actions
•Continuously updated with relevant company policies that affect guests
•Met with Consumer Protection Representatives on behalf of Etihad
Epiphany/ Outlook emails to maintain daily outcomes
•Familiarity with Etihad Terms and Conditions/ excellent product knowledge
•Attending walk in guest complainants
•Dealing with Arabic guest complaints/interactions /comebacks on a daily basis
•Investigating each and every one of the cases assigned and updating the resolutions in Epiphany System
•Supporting Admin Team in dealing with guests' issues on phone
•Handing out resolutions for guest issues according to guidelines (apologies, handing out Etihad Guest Miles, FOC tickets and legal matters as needed)
•Achieving monthly quotas for closed cases
•Maintaining a small number of comebacks
•Responding to guest complaints by writing individual Arabic/ English letters to each guest with the appropriate solutions (case to case basis)
•Flexible timing- works when needed, as needed
on a daily basis
•Use of Vxceed and Limo Desk Outlook on daily basis
•Making daily timetable of Coaches and Limousine requests
•Keeping pace with products and services updates regularly
•Maintenance of quality representation, selling and upgrading of regular and promotional airline offers
•Effective handling of local and international customer complaints
•Completed Ticketing and Sales Training
•Coordinating limousine services for VVIP, VIP and CIP guest’s
•Handling customer complaints from Care Unit Team, Arrival Desk and other offices
•Maintaining team work and professional relationship between company and its provider
Travco Tourism and Safaris
Karama, Dubai, UAE
Holder of RTA approved special desert driving license
•Giving special tours within the Emirates
•Pickup and drop off of multinationals within a strict timeframe
•Driving and maintaining safety procedures in desert safari
•Catering to the needs of guests until end of tour
•Filing reports, making tour manifest, delegating duties
Dubai Duty Free
Dubai Airport Terminal 1, Dubai, UAE
Customer Service
•Used POS system in cashier station
•Successful suggestive selling and assisting
•Rotation to different shops and stations
•Shifting duties and responsibilities
•Knowledgeable in basic foreign exchange
•Product Launches (electronics, perfume, liquor, branded RTW, supermarket...)
•Customer service ( information, return and exchange, filing… etc)
care of standard visa procedures for employees
•Assisting in the procurement of labor card and other related work
•Assisting in matters regarding Police, Immigration and other Government Offices
•Prompt attendance, clerical jobs like filing, attending phone inquiries
to be a loyal