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Work Background
TeleperformanceOperations Assistant Manager
Nov. 2024Dubai, United Arab EmiratesAs an Operations Assistant Manager, I lead service delivery for high-profile government and private clients, including ENOC and DHAM. My role centres on driving customer satisfaction, improving operational efficiency, and leading high-performance teams within a fast-paced contact centre environment.
TeleperformanceCustomer Service Team Lead (Medcare, Aster and Emirates Health Services)
Dec. 2017 - Nov. 2024Dubai, United Arab EmiratesLed a high-performing customer service team managing critical support operations for top-tier healthcare clients. Responsible for delivering exceptional patient experiences, managing daily operations, and improving agent productivity in a fast-paced, high-volume contact centre environment. Key Achievements & Responsibilities:
Customer Satisfaction & SLA Excellence:
Maintained CSAT scores consistently above 95%, exceeding client expectations through rigorous quality monitoring, root cause resolution, and proactive team coaching. Team Performance & Productivity:
Oversaw a team of 20+ agents; improved productivity by 15% through structured coaching, performance reviews, and actionable feedback based on call audits and KPIs. Workforce & Shift Management:
Developed and maintained efficient schedules, handled real-time queue balancing, and minimized shrinkage to ensure 100% SLA compliance on response times. Training & Development:
Onboarded and trained new team members in product knowledge, compliance, and customer handling, resulting in 40% faster ramp-up time and reduced error rates. Process & Quality Optimisation:
Conducted weekly performance reviews and root cause analysis to identify trends and improve agent quality. Helped reduce escalations and rework by 30% through improved First Call Resolution. Data-Driven Operations:
Created and maintained reporting dashboards (Excel, internal tools) to track AHT, CSAT, call volume, and attendance, enabling leadership to make data-informed decisions. Cross-Functional Collaboration:
Partnered with QA, WFM, and client-facing teams to implement initiatives that improved overall operational efficiency and elevated the end-customer experience. People Management & Retention:
Recognised for high team engagement and low attrition. Implemented team recognition programs and career progression plans, improving morale and long-term retention.
Geeta Tours And TravelsRelationship Manager
Feb. 2017 - Dec. 2017Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
Facilitated workshops and seminars to educate customers on product features and benefits.
Developed customer surveys to measure customer satisfaction and identify areas of improvement.
Developed loyalty programs to reward and maintain customer retention.
Participated in industry events and trade shows to promote products and services.
Maintained knowledge on banking products and distribution to provide optimal service support.
Monitored customer feedback and generated reports to identify areas of improvement.
Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Developed and managed relationships with vendors to establish cost-effective products and services.
Created and maintained databases to track customer discussions and preferences for accurate, updated records.
Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
Established internal audit procedures to validate and improve accuracy of financial reporting.
tajawalCustomer Service Specialist
Feb. 2016 - Feb. 2017DubaiProvided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Arranged travel accommodations for groups, couples, executives, and special needs clients.
Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
Generated reports on travel trends and customer feedback to inform business goals.
Developed promotional materials for travel packages to market hot destinations.
Followed up with customers to increase customer service with travel plans.
Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
Updated and maintained customer databases to increase customer retention.
Helped senior managers make effective decisions based on current and accurate reporting.
Collaborated with colleagues to create and promote special travel packages.
Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
Conducted market research to investigate potential new travel destinations.
Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
British AirwaysTraining Coordinator
Nov. 2012 - Jan. 2016Gurgaon, Haryana, IndiaMentored new hires, resulting in stronger staff development and increased productivity.
Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
Scheduled and taught in class and online courses to increase learning opportunities.
Monitored participant workflow and behaviors throughout training process.
Tracked attendance and evaluated progress for assigned trainees.
Introduced standardized training for cohesive learning environments.
Identified and recommended staff for key positions and departments.
Delivered instructional presentations on equipment use, focusing on efficiency and safety.
Analyzed team performance and identified opportunities for additional training.
Monitored and reported trainee progress, introducing new learning tools to address individual needs.
Recruited and trained new members of guest service team.
Supported productivity increase and business growth through new hire training and mentoring.
Prepared and presented supplementary learning material to support structured lessons.
Implemented new training courses after assessing corporate data and identifying employee weaknesses.
Developed effective training plans based on department needs and objectives.
Developed individualized training plans to achieve staff readiness.
Implemented diverse instructional methods, optimizing trainee engagement.
British AirwaysTrade Help Desk - Travel Agents Support
Jan. 2012 - Nov. 2012Gurugram, Haryana, IndiaCreated promotional materials to increase visibility and attract larger market share.
Assisted Travel Agents with negotiated fare quiries and complex fare calculations.
Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Demonstrated creativity and resourcefulness through the development of innovative solutions.
Applied effective time management techniques to meet tight deadlines.
Strengthened communication skills through regular interactions with others.
Delivered services to customer locations within specific timeframes.
Self-motivated, with a strong sense of personal responsibility.
Excellent communication skills, both verbal and written.
Exercised leadership capabilities by successfully motivating and inspiring others.
Resolved problems, improved operations and provided exceptional service.
Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Qatar AirwaysTravel Sales Consultant
Jan. 2009 - Jan. 2012Ahmedabad, Gujarat, IndiaCommunicated benefits and information regarding international travel insurance with clients and obtained best rates.
Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Assisted clients with flight changes and cancellations to minimize travel disruptions.
Arranged travel accommodations for groups, couples, executives, and special needs clients.
Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Generated travel-related reports for clients to facilitate decision-making.
Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Monitored currency exchange rates and advised customers on best time to purchase foreign currency.
Promoted dedicated customer service and support by promptly resolving customer complaints.
Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
Yemenia AirwaysFlight Attendant
Dec. 2004 - Dec. 2009YemenFacilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
Answered passenger questions and provided solutions to issues arising during flights.
Ensured safety and comfort of customers onboard aircraft.
Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
Resolved passenger conflicts and medical emergencies during flights.
Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
Collaborated with flight crew to maximize smooth and safe flights.
Relayed updates and information to passengers after confirming key details with pilot.
Demonstrated knowledge of aircraft safety features and emergency equipment.
Assisted passengers in boarding and deplaning aircraft.
Delivered food and beverage service, reading material and other in-flight services.
Supported passengers with special needs and provided assistance to wheelchair passengers.
Performed pre-flight cabin checks to maintain operational safety equipment.
Used excellent customer service skills in addressing passengers' needs.
Offered personalized assistance to children, elderly and passengers with special needs.
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