Senior Customer Service Executive
Emirates Airlines
Total years of experience :10 years, 11 Months
-Provide high quality customer service and maintain safety and security of passengers and the airline
-Lead a team of 20 members on rotational basis ensuring tasks are assigned based on business needs
-Engage with the team to deliver to tight deadlines, managing 400-600 passengers per flight
-Co-ordinate with various departments and business partners to deliver as per agreed service levels
-Member of Disruption Management team providing solutions and managing conflicts during disruptions
-Manage customer experience for premium products through effective communication
-Multi-cultural team management
Achievements :
-Consistently achieved 100% in quarterly compliance and audit checks
-Najm award for showing integrity during peak operation period
-Najm award for managing high passenger volumes at short notice and providing timely customer support
-Najm award for extraordinary effort and customer service during an unexpected disruption
-Appreciation letters from senior management and customers for handling and resolving conflicts during disruptions
Key role and responsibility
- Launch Online fire risk assessment software
- Lead a team of six to scope the project, based on opportunities and threats in the market place.
- Presenting business case, supported by market strategy to help with the Product Life Cycle and New
Product Development process of the product
- Data analysis using SPSS, ANSOFF matrix and PESTLE and SWOT analysis
- Present Project Report to senior management for sign-off.
- Communicate and engage stakeholders for launching of project.
- Provide support during the launch, co-ordinate and resolve issues
Achievements
- Successful launch of online software with adoption increasing from 30% in 2013 to 80% in 2015
- Market research and analysis for ‘Power shower’ product in UK and Europe
- Understand the split in market share of the ‘power shower’ product in UK and EU markets
- Provide information on potential opportunities in India, China, Russia and EU countries for the product
- Detailed analysis on potential markets, identifying opportunities for growth
- Submit a detailed project report with a presentation to the marketing and sales management team
Was able to locate buyers and Dealers in INDIA through whom power shower could make a move to the Indian market.
As a trainee for three months, I was placed in the front office department with following responsibilities
- Managing staff at the bell desk and reception
- Training new staff and familiarising them with the hotel’s standards and procedures
- Briefing bell desk and reception staff on corporate clientele requirements to ensure smooth
check-in
- Overseeing allocation of tasks during ‘group’ stay for fast and accurate handling of luggage
from vehicles to their respective rooms.
I was appreciated for my work by my senior colleagues including the general manager of the property
courses: Marketing Management, Project Management, Strategic Management, Supply Chain Management, Leadership and People Management, International Business, Financial Analysis, Economic Environment for Business Thesis on the Effects of COVID-19 on Aviation
Lancaster, United Kingdom Management and Consulting Practice and Critique, Marketing Research. Strategic Marketing, Advanced Topics in Consumer Behavior, Marketing in Supply Chain, Brand Strategy, Entrepreneurship, Project Event Management Market Research for Market Research for India Fresh2o, UK Life Capital, India
