Senior Customer Service Executive and Admin Assistant
Emirates Airlines
Total years of experience :21 years, 7 Months
1- Answering and attending phone calls and replying to internal and external e-mails.
2- Preparing daily and monthly operational reports.
3- Ordering office supplies and managing stocks.
4- Working effectively in a team within Terminal 3 of the airport handling efficient passenger operations to ensure the delivery of a high level of customer service and satisfaction.
5- Dealing with all aspects of passenger flights, including checking passengers onto the flight, checking all documentation such as passports and visas, and booking passengers in to the system.
6- Providing effective assistance to passengers with information and directions to ensure flights are on time by answering questions and resolving complaints promptly and satisfactorily.
7- Member of the Special Assistance Team (SAT) that involves taking care of passengers and assisting them in different areas of the airport, supporting other departments in daily operations, and managing flight status.
8- Training and coaching new staff in handling passenger complaints by sharing knowledge and experience, and in company policies and processes to ensure adherence to standards.
9- Coordinating and holding meetings with team members to discuss passenger complaints and find valid solutions to ensure continued custom, and preparing daily voucher report and audit.
10- Handling high profile passengers in the first and business class lounges.
1- Managing and developing the efficient daily operations of all cinema departments across four cinemas to ensure achievement of business objectives and targets consistently.
2- Implementing, monitoring, reviewing and improving company policies, processes and procedures to ensure adherence to company regulations and guidelines.
3- Key member of the team in the successful opening of two new cinemas in 2006 and 2010 by recruiting, training and developing staff in all cinema operations.
4- Training up to 60 new and existing staff across four cinemas in Cinestar Cinemas Academy, assisting the training manager on training sessions and schedules, and conducting exams after training.
5- Leading, motivating and managing staff by allocating tasks, coordinating staff rosters and holiday schedules, and monitoring performance to ensure achievement of individual objectives.
6- Dealing with customer queries and complaints, and checking, fixing and reporting minor IT problems.
7- Programming weekly movie schedules in to the main system, and managing daily income, petty cash, and the nightly reports.
8- Devising and implementing business action plans and reviewing follow up results with management.
9- Assisting the management in key decision-making process regarding cinema operations, and implementing subsequent business initiatives and actions that achieved positive results.
1- Managing the efficient day-to-day operations of the restaurant and sales to ensure achievement of targets.
2- Providing effective assistance to the Outlet Manager, and supervising and motivating staff on duty in managing the workload and delivering an exceptional service to customers at all times.
3- Monitoring and maintaining correct stock levels, and ordering stock as required whilst ensuring timely deliveries and quality produce to ensure availability of stock and consistent service.
4- Training and coaching staff on new operations and company processes and regulations.
This is my Education Qualifications: 1) Cambridge International Diploma in Business (Cambridge University) 2007, Dubai - UAE. 2) Business Organization and Environment (Cambridge University) 2007, Dubai - UAE. 3) Effective Business Communication (Cambridge University) 2007, Dubai - UAE 4) Business startup (Cambridge University) 2007, Dubai - UAE. 5) Customer Care (Cambridge University) 2007, Dubai - UAE.
