Section Head
SGS Gulf Limited
Total years of experience :18 years, 5 Months
SGS is the world’s leading inspection, verification, testing and certification company, please check the website sgs.com for more information)
Major responsibilities:
•To supervise and manage the team to ensure timely issuance of Certificate of Conformity, in accordance with the contract requirements and SGS Government and Institutions Services (SGS- GIS)
•To ensure that the team satisfactorily complies with processing unit (PU) performance standards and quality assurance procedures
•Conduct Random audit of the work process and output of the team members
•To ensure the team satisfactorily complies with Company Policies, Rules and Regulations
•Analyse complex situations and provide initiatives and strategies to resolve issues
•Plans the daily goal through the use of the available statistical tools as well as information gathered from the Operations Update Database and all other sources of information flow
•Checks and reports the actual manning of the shift
•Provide assignment of roles and responsibilities to each member of the team on duty
•Hold a brief production team meeting to update the team members of the goal and its status, as necessary
•Ensures that the team members comply with the quality assurance procedures and set performance standards in processing all trade documents into Reports
•Perform other tasks to achieve operations efficiency, as maybe required by Management such as:
•Conducts Staff training and seminars on operations updates, in coordination with Operations Management and Human Resources Department (HRD)
•Lead or Member of special projects or Task Force, etc
•Assist in the maintenance of the Quality Management System
Achievements:
•Developed and grow new projects
•Increased revenue by 30%
•Implementation of new procedures to reduce cost
To ensure that the certificates & registrations issued and processed are in accordance with contract requirements and Government Institutions Services Business Rules
•To ensure client needs are fully met by Dubai Certification Centre by providing prompt and professional certification service
•To maintain high quality & productivity level
•Trade facilitation through timely, correct and/or consistent issuance of Certificates of Conformity following Conformity Assessment Instructions
•Handling queries and communications with affiliates and clients
•Assist in maintenance of Quality Management System
•Handle queries and attend to any specific request from management in relation to the need of the operations
•Undertake any additional duties as delegated by the GIS Manager to assist in the achievement of department objectives
Achievements:
•Streamlined and improved quality of service through attention to details
•High productivity level compared to other team members
•Appreciation from high value and high-volume clients
To conduct pre-flight Cabin Checks and deliver excellent customer service in a quest to create a memorable experience whilst also making safety the number one goal.
•Is responsible to expedite service, safety and security checks, passenger's first aid requirements and ensure passengers safety and comfort throughout the flight by continuous monitoring of the first class cabin
•Prepare and check the catering, bar and cabin before and during each flight
•Ensures full and up to date knowledge of Emirates Product and all aspects of the job and duties i.e. safety, first aid, security, service, procedures and customer service skills
Communicate quality guidelines effectively with team members
•Identify and report on policy changes needed for quality control
•Ensure quality standards are consistently met in processes and services
•Ensure all agents use the same greetings, scripts, aftercall procedures and accountability standards
•Helps each agent develop a repertoire of redirects and rebuttals through coaching which allows agents to guide clients and customers to products and services that solve their current problem and prevent future misunderstanding
•Sitting with each agent, monitoring calls and providing feedback, both during and after the calls
•Record the performance review on Avaya Performance Monitoring
Process changes and cancellations through GDS Galileo
•Provide literature and information to clients concerning local, interstate and international tours, travel routes, accommodation, and travel regulations
•Plan, prepare and cost itineraries (travel plans) for clients
•Make travel, accommodation and related bookings
•Confirm bookings and notify clients of luggage limits and insurance, medical, passport, visa and currency requirements
•Issue tickets for travel, accommodation vouchers and all relevant documentation
•Deal directly with suppliers (airlines, hotels and cars) to provide customers with value added services
Professional Courses: •IATA Diploma in Travel Consultant -2013-2014 •IATA Diploma in Foundation in Travel and Tourism -2012-2013 •A Level Higher School Certificate, State Secondary School of Bon Acceuil