Service Delivery Supervisor
Emirates Airlines
مجموع سنوات الخبرة :17 years, 11 أشهر
Business Operations & Quality Management
-Operated successfully over 1000 flights in a secure and safe manner from briefing,
over execution, to completion.
-Planned and allocated required personnel to execute flight operations compliance with corporate standards and quality metrics.
-Obtained and managed customer feedback effectively in order to initiate improvement initiatives and resolutions.
-Increased inflight sales by identifying areas of improvement and changes to product sales strategies.
- Led effectively service delivery personnel into achieving set expectation in customer
satisfaction.
-Managed, coached, and members to exceed corporate expectations. empowered a team up to 25 crew
-Defined a creative & inspirational framework that sets goals to every flight according to the specified route.
-Served as a mentor & coach to junior team members in order to enhance their capabilities.
-Managed team performance as well as individual performances for over 4, 000 employees.
-Performed required work duties in an aircraft environment.
- Delivered exceptional customer service by greeting and serving customers in a
friendly, timely manner.
- Worked both independently and as part of a team to accomplish work tasks.
-Responded during emergency situations by effectively implementing instructions
from the flight deck and following required safety and emergency procedures.
- Guided or directed (verbally or non-verbally) passengers during emergency situations (such as evacuations) to minimize the impact of the event and protect passengers and crew members.
-Provided emergency medical assistance (e.g. performed CPR and basic first aid) to
assist individuals in distress.
- Ensured the aircraft and passengers are in full compliance with policies, procedures,
regulations, and safety measures.
-Acted as a first point of contact: dealt with correspondence and phone calls.
- Served as Management Assistance to 4 Association Managers.
-Managed calendars, organized appointments, and controlled access to managers.
-Booked and arranged for travel, transport and accommodation.
-Planned and executed events & conferences. ---Designed productions within time.
Acted as a schedule keeper, reminding managers of important tasks and deadlines.
-Compiled and prepared reports, presentations and correspondence.
-Managed databases and filing systems.
- Implemented and maintained procedures & administrative systems.
- Liaised with suppliers and clients.
- Worked with clients to identify their needs and ensure customer satisfaction.
-Organized facilities and details such as decor, catering, entertainment, transportation, location, invitee list, special guests, equipment, promotional material.
- Analyzed venue bids displaying pros and cons client's objectives/ budgets.
- Went through venue contracts and ensured they are as per requirements
passing on proposals to management.
- Performed on site venue checks: supervision and management of ongoing events.
-Greeted guests upon arrival and offered assistance.
-Streamlined check-in process to decrease wait times and increase customer
satisfaction.
- Provided guest assistance, including recommendations for tourist attractions.
-Answered guest inquiries and provided information regarding hotel services and
amenities.
-Remedied issues quickly and effectively through active listening, conflict
resolution and dynamic communication skills.
-Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
-Responded to in-house guests telephone calls and email inquiries with efficiency
and professionalism.
-Up Sold guest rooms and promoted hotel services
- Handled financial transactions.
- Maintained a clean and organized front desk area.
- Managed travel arrangements for high valued customers.
-Ensured customer experience delivery for all guests to maintain hotel standards and brand.
- Trained new Agents.
-Maintained consistent positive customer feedback.
First year Intern scholarship into Ryerson University Purchasing Award during to getting the Highest Marks within the Department in that Field
