Yasmin Ghauri

Commercial training programs targeting staff, supervisors and line managers across the Etihad network

Learning and development training programmes of new recruits and conducting courses: - Sabre Sonic Interact Departure Control System entailing the entire check-in, boarding, Reservation & Ticketing procedures, Ground Procedures Workshop, (entailing Etihad’s Policy and Procedures), Remarkable Guest Experience, Ramp Awareness and Travel Documentation Verification.

Deliver learning interventions that includes classroom training, blended learning and on the job coaching in order to ensure best practices and enhancement of the employee brand.

Conduct evaluations and assessments to assess the effective transfer of learning into the workplace to ensure increased organizational effectiveness.

Constructive feedback and counseling for trainees where required on matters related to their ability to meet learning standards and objectives.

Face-to-face and written feedback to participants and submit daily, weekly and monthly reports to Training Controller and Training Manager

Support the business with on-job training interventions for operational employees

Support the Training Controller with research, design and update of training interventions.

Joined Etihad for the PSS (Passenger Services System) Project - The Big Switch Project that was implemented on the 23rd February 2013, being the cutover systems programme from the RTB Amadeus System to the Sabre Sonic Interact DCS system.

US$1bn deal between Etihad Airways and Sabre Sonic. This has revolutionised and integrated the entire global network of Airports, Reservations & Ticketing, Inventory, Finance, Audit, E-commerce & Check-in, Ground Handling, Customer Services Departments. One of the Award Winning and most exciting projects that have taken place in Etihad.

Training senior management to Ground handling - customer service agents involved in ground services operations - departure, arrival and transfers. Check-in training programme objective includes check-in & boarding functionalities, editing guest records, boarding gate procedures, regulatory requirements.

Each participant is unique and an individual, requiring personal attention which means evaluating individuals needs, requirements, reactions, learning abilities & behaviours. I possess the ability to recognise each individual and encourage them creating an atmosphere that is enjoyable, rewarding and encouraging, in order for participants to learn in a healthy manner and that they have made a valuable contribution to the training programme and class, successfully gained knowledge and can air their concerns and opinions. I have strong interpersonal skills, cultural diversity, the ability to influence, motivate & respect every individuals contributions.

Post PSS Project been deployed at the airport and the Business Solutions Centre assisting the hub and worldwide Etihad network for further research and development, trouble shooting and problem solving issues with the Sabre Project.

September/October 2013, travelled to Ho Chi Minh City, Vietnam for the project of outstation start up training Etihad Guest Service Agents and Ho Chi Minh City airports ground handling agents. Worked with Etihad and airport management, IT department to ensure a smooth transition and successful station start up.

Trainer for IT Skychain Cargo System for Emirates Airlines.

I am training IT Cargo Systems at Emirates Aviation College.

The training involves learning and development, delivery, presentation & facilitation skills, managing dynamics, communication skills, basic module in handling of dangerous goods, TACT rates, Cargo Product Knowledge & Documentation and Basic Cargo Tariff.

PRICEWATERHOUSECOOPERS
Abu Dhabi Trade Centre

EXECUTIVE ASSISTANT TO THE GLOBAL SOVEREIGN WEALTH FUND INVESTMENT LEADER

Dealing with Sovereign Wealth Fund accounts - Mubadala, ADIA, ADNOC, Etihad. QIA, LIA. Liaison and meetings with CFO’s, Account Drivers, Directors, Heads of Departments & Audit, Recruitment teams. Access to classified and secure information on high profile accounts.

Maintaining efficient & smooth functioning of executive offices for the Partner, his team, ensuring planning, coordinating, administration, communications, information functions are complied with in a professional, discreet manner in accordance with expected standards.

Arranging meetings, book meeting rooms appointments, conferences with external and internal clients, handling all calls and enquiries directed to Executive Office.

Catering, billing, maintaining and setting AudioVisual.

Organising special events and celebrations for senior management events, maintaining an extensively busy calendar, arranging complicated extensive travel requirements (flights, accommodations, transfers).

Maintaining income & expense accounts, claiming for expenses. Processing LPO’s.

Greeting and meeting VIP clients, liaising with PwC Partners, Directors globally

Prior availability of reports, minutes of meeting, correspondence, documentation & information. Document availability and updating systems for easy reference.

Efficient and effective trace system ensuring appropriate action taken on time. Similarly ensure follow-up initiated and responses and deadlines are maintained.

Processing and production of all reports, correspondence and powerpoints.

Maintenance of equipment in Executive Offices, adequate office supplies, maintenance, engineer call outs..

Preparing Senior Management roster & Annual Holiday schedule for Head of Departments.

BRITISH AIRWAYS PLC
Heathrow, London
CUSTOMER SERVICE OPERATIONS

•Effective and professional Team leader / supervisor, managing new and junior staff on brand missions, values and customer care skills, mentoring and guidance.

•Passenger Service duties with due diligence and customer care. Checking in passengers and baggage safely, adhering to the rules and regulations regarding carriage. Dangerous Goods and security issues.

•Travel Documentation verification in regards to passport & visa. Assisting customers with special needs requirements. Updating and informing passengers regarding flight changes, cancellations in a reassuring, empathizing manner. Following correct seating plan and procedures for special needs passengers i.e. wheelchair, infants and unaccompanied minors on board. VIP treatment for Premier and BA Executive Card holder passengers.

•Team work with supervisors, dispatcher, and customer service staff to board passengers and depart flights adhering to on time performance following all relevant safety procedures.

•Assisting passengers with all queries, announcements, screening boarding passes at departure gate. Following load control procedures.

•Greeting and assisting arriving passengers and flights, resolving all passenger queries from all parts of the world and different walks of life in a polite, professional and efficient manner.

•Maintained professional image of the company managing effective and strong relationships with passengers and colleagues.

HSBC BANK PLC
490 Great West Road
United Kingdom
CUSTOMER LIAISON/SERVICE REPRESENTATIVE AND CASHIERING

•Secretarial duties, facilitating the banks services offerings e.g. loan overdraft agreements, sanction letters, liaising with debt collection agencies. Co-ordinating and facilitating regional managers schedules. Excellent organisational skills adhering to banks strict standards and policies.

•All cashiering and front desk duties.

•Dealing with all customer queries, complaints and conveying proper guidance in resolution of their problems.

•Secure storage and recording of safety deposit boxes. Access to safe and strong room following extremely strict procedures of safe keeping of keys.

•Sales of banks products and services.

SELFRIDGES PLC
London W1
DECEMBER 1994 - MAY 1995
RETAIL ADVISOR
Working in the concession boutique of Max-Mara clothing. Extensive communication with customers, advising them of sizing, colour, fabric, suitability and wearability. The clothes were displayed under chain and key for safety reasons but had to be displayed in a fashion that still appealed to the customer. Other duties included stocktaking, ordering, tracking orders, alterations, refund and exchange policy,

HABIB BANK AG ZURICH
92 Moorgate, London EC2P 2EX
AUGUST 1990 - SEPTEMBER 1994

EXECUTIVE ASSISTANT/PA TO GENERAL MANAGER OF UK OPERATIONS AND 2 AREA MANAGERS

•Performing all secretarial duties the services banks offer, i.e., processing correspondence, audit reports, minutes of meetings, money-laundering guidance, including all administrative duties.

•Organising functioning of VIP and executive offices to a high standard and extremely professional manner. Liaising with all Branch Managers of the Bank in order to maintain uniformity of Banks code of conduct and practices, standards, Bank Regulations, work ethics and working structure, Laws and regulations governed by FSA.

•Daily and monthly income/expenditure, profit/loss reports and balance
Sheets received from branches to examine each individual branch’s targets and efficiency of staff.

•Insurance claims and ensuring insurance of buildings, contents and fleet of company cars are up to date.

•Co-ordinating with internal and external auditors. Communication with high profile customers, ensure security integrity of clients details and documents. Analysing workload, assessing documentation pertaining to relevant department. Liaising with overseas and domestic VIP’s, and senior officials of the bank and associated blue chip companies.

Recruitment, HR issues, administration processes for new and existing employees. Maintain department records, files, stocks and office equipment. Generate purchase requests, payment of invoices.

•Equip auditors and inspections with documentation. Performing bank searches on banks customers and accounts.