Service Delivery In-charge – Customer Services
The Emirates Group
Total years of experience :27 years, 11 Months
- Ensured safe and efficient flight handling during disruptions, by proactively communicating with stakeholders (DA, DOCC, Airline Representatives) duty managers, ramp duty officers and team members. Took timely decisions to ensure safety of passengers and team.
- Engaged and led customer service team leaders to ensure effective delivery as per required standards.
- Facilitated and represented the department at all external airline audits, change management processes and continuous improvement programmes.
- Identified opportunities for continuous improvement of processes, cost reduction, productivity improvement and provided feedback to executive management.
- Designed and executed a strategic programme for front-line team leaders enabling them to change manage operations.
- Designed, developed, and implemented blended L&D solutions (digital, instructor-led classroom and virtual as well as on job), applying industry standards and models (e.g. ATD, Australian Training Framework, Kirkpatrick Evaluation Model).
- Formulated and implemented learning strategies for regulatory and mandatory training.
- Facilitated Train-the-Trainer programmes; developed, coached, and certified multi-cultural trainers across the enterprise (L&D team members, UAE Nationals, Network GHAs, dnata departmental trainers, dnata International trainers).
-Designed and executed a strategic programme across Airport Operations, and trained over 2000 agents, supervisors, and duty officers. The project helped in the reduction of document check errors, deportations, and financial penalties.
- Recommended operational process improvements in equipment usage for processing passengers, to dnata management and Emirates Group IT, which were well-received and implemented across terminals as a standard.
- Conducted service audits and provided reports to management to reduce complaints related to quality of service.
- Oversaw and ensured effective implementation of high-service standards by assisting passengers, controlling flight handling activities to achieve optimum customer satisfaction and on-time departure of flights.
- Planned and organized handling of disrupted and critical flights through liaison with external and internal departments.
- Mentored and motivated the frontline teams thereby monitoring their performance, in addition to conducting team members’ performance reviews in accordance with corporate standards