Summary
Overview
Work history
Education
Skills
Accomplishments
Personal Information
Custom
Languages
Timeline
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Arunita Lama

Arunita Lama

Dubai,U.A.E

Summary

To make a distinct identity in the corporate world, reach heights of excellence and perfection in work to achieve the intrinsic and extrinsic records along with the organizational goals by utilizing my interpersonal skills, talents for continuous career improvement and growth.

Overview

26
26
years of professional experience
1996
1996
years of post-secondary education

Work history

Senior Cargo Customer Service Agent and Calogi helpdesk agent

Dnata Customer Relation
05.2007 - 05.2025
  • Performing the responsibilities of Acting Supervisor in the absence of the designated Supervisor.
  • Supervise a team to deliver efficient and courteous customer service, enhancing overall satisfaction.
  • Providing customer service, ensuring all the customers are attended in warm friendly and professional manner.
  • Attending different kinds of customers and their needs and providing accurate information to them especially for their Import and Export shipments.
  • Entertain customer complaints via the phone and provide detailed information on their issues (completing a summarized report on the call and the conversation which transpired).
  • Perform an in-depth analysis of the issues and provide immediate solutions or escalate issues to the concerned department and lastly ensure constant follow up until all cases or registered issues have been resolved.
  • Attend daily or weekly meetings / briefings as a representative of Customer care where all department representatives come together to provide the latest updates, evaluations and to come up with bright ideas where the main objective is to increase and improve customer service and customer overall satisfaction.
  • Heading a fully experienced team in Calogi operations, Rates, Stock and Invoices.
  • Can easily handle all Calogi related operations especially for Airline or GSA.
  • Active member of cargo partners rates team. Responsible for updating Airline rates and handling exceptions.
  • Responsible for flashing the news and making call outs to all the dnata customers and giving all updates on the offers and business updates on a regular basis.
  • Active member of the Database team providing support and assistance to ensure that it is current and up to date.
  • Preparing and submitting daily, weekly, monthly & yearly Reports both for Call centre and Calogi Helpdesk.
  • Recognized as Agent of the Year – Runner-Up for achieving the highest score in the Customer Relations – Call Centre Agent of the Year Programme for 2023-2024 and 2024-2025.
  • Rewarded as the Agent of the Month for September 2008, October 2010, March 2012, June 2012, October 2012, April 2014, November 2015, April 2016, March 2023, November 2023, January 2024, September 2024 and March 2025- Runner up.
  • Appreciation received for call quality indicator award for December 2011, February 2012, March 2012 & June 2012 & October 2012.
  • Appreciation received from customer (Transworld) for excellent service skills endeavour to provide fast and quality service which helped the customer to resolve a long and recurring issue in Calogi.
  • Appreciation received for excellent track record for Zero sickness & Absenteeism since November 2011.
  • Appreciation received for excellent work that was done on the call outs for the Calogi Management Survey-2013.
  • Appreciation received in recognition of the efforts & hard work in contacting customers for the 2014 for dnata cargo survey.
  • Appreciation for the commitment and outstanding performance provided during the launch of the ADM programme.
  • Rewarded Najm in recognition for the excellent effort and initiative shown for acquiring a fantastic response rate of 68 % on the dnata Cargo Customer Survey.
  • Appreciation received Remarkable engagement and presentation at Cargo Connect May 2019.
  • Appreciation received for achieving the target for the dnata survey response which was an extremely challenging job for the team with the increase in the size of the survey firstly and secondly call out during the service failures.
  • Recognized with the Najm Award in October 2024 for outstanding efforts and dedication in managing billing refunds.

Senior Sales Advisor

DEBENHAMS (Alshaya Group)
01.2006 - 02.2007
  • Approaching customers and helping them with their needs.
  • Deal with complaints in a patient and helpful manner.
  • Assisting the management team in maximising the store's sales and profitability.
  • Operating the till systems, including cashing up.
  • Completing all necessary paperwork at the start and end of shift.
  • Identify trends in complaints and highlight to the relevant managers.
  • Maintain a clean and orderly environment in the store.

Senior Customer Service Assistant

EMARAT (Emirates General Petroleum Corporation)
01.1999 - 01.2006
  • Providing excellent customer service.
  • Developing healthy customer relations to boost the sales.
  • Informing customers about the products and services, promotions and special offers.
  • Merchandising with FIFO method and proper pricing.
  • Handling the cash register (Ruby VeriFone super system).
  • Generating teamwork and managing shift reconciliation.
  • Following company vision/mission and standard operational procedures to heighten the service level.
  • Dealing with credit cards and various methods of payments.

Education

Senior Secondary -

Darjeeling, West Bengal

Skills

  • Has patience to work under any pressure and tackle professionally
  • Strong personal initiative, quick learner in mastering procedures
  • Perform multiple assignments at any given time
  • Always providing outstanding customer service
  • Flexibility to handle different jobs, tasks and projects when required
  • Experience in building strong relationships with all Departments

Accomplishments

  • Recognized as Agent of the Year – Runner-Up for achieving the highest score in the Customer Relations – Call Centre Agent of the Year Programme for 2023-2024 and 2024-2025.
  • Rewarded as the Agent of the Month for multiple months from 2008 to 2025.
  • Appreciation received for call quality indicator award for multiple months in 2011 and 2012.
  • Appreciation received from customer (Transworld) for excellent service skills.
  • Appreciation received for excellent track record for Zero sickness & Absenteeism since November 2011.
  • Appreciation received for excellent work on the call outs for the Calogi Management Survey-2013.
  • Appreciation received for efforts in contacting customers for the 2014 dnata cargo survey.
  • Appreciation for commitment and outstanding performance during the launch of the ADM programme.
  • Rewarded Najm for excellent effort and initiative shown for acquiring a fantastic response rate on the dnata Cargo Customer Survey.
  • Appreciation received for engagement and presentation at Cargo Connect May 2019.
  • Recognized with the Najm Award in October 2024 for outstanding efforts in managing billing refunds.

Personal Information

  • Passport Number: PA2417117
  • Date of birth: 09/07/75
  • Nationality: Nepalese
  • Marital status: Married
  • Religion: Buddhist
  • Visa status: Transferable

Custom

I hereby declare that the above given information furnished by me is true to the best of my belief and knowledge.

Languages

English
Fluent
Hindi
Upper intermediate
Nepali
Native
Arabic
Elementary

Timeline

Senior Cargo Customer Service Agent and Calogi helpdesk agent

Dnata Customer Relation
05.2007 - 05.2025

Senior Sales Advisor

DEBENHAMS (Alshaya Group)
01.2006 - 02.2007

Senior Customer Service Assistant

EMARAT (Emirates General Petroleum Corporation)
01.1999 - 01.2006

Senior Secondary -

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Arunita Lama