Bahnoosh Lutf Ali Lutfi
Dubai,United Arab Emirates
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
Senior Customer Service Agent
Emirates Group
Dubai, UAE
09.2011 - 01.2015
- Providing a consistent quality service to the customers & all passengers at any designated area
- Ensure all equipment used at the designated work location is in good working order and report any maintenance requirements to the senior management on duty
- Report any irregularity or service shortfall to the senior management on duty to enable service recovery and appropriate corrective action to be taken
- Ensure that the handling requirements of the various categories of passengers (e.g
- Unaccompanied
- Minors, young passengers, wheelchair, elderly and passengers with special needs etc...) Have been met
- And that special services and facilities are provided to meet any special services requirements by the
- Customers
- Ensure that all the requests and completion remarks are updated accurately in DMIS and that all charge
- Notes are generated and authorized for billing
- Generate a list of pending requests from DMIS to analyze
- Advance work load profile
- Allocate manpower (attendants, buggy operators etc) as per the various obtained requests (wheelchair
- Assistance, lounges) thus ensuring timely boarding of the passengers and planning of sufficient manpower at all times to cover the service needs
- Ensure effective communication with the passengers and the senior management and update if any flight
- Or service delays are anticipated
- Attend to passengers and raise reports for mishandled baggage or property irregularity, update systems
- Regularly and respond to passengers queries
- Ensure that left behind baggage or baggage received for transfer are dispatched to the stations
- Concerned as per the airlines and security procedures
- Ensure that delivery of claimed baggage is done against proper documents and as per the airline
- Contracts
- Ensure allocated flights are opened/closed and edited as per the defined configuration and the airline
- Specific requirements.
Parking Officer
Road Transportation Authority Dubai
Dubai, UAE
09.2005 - 08.2011
- Inspecting all Parking Fine gadgets for daily use
- Allocate the parking controlling area
- Monitor the parking payment machines in the controlling area
- Manage and report problem existing in the area
- Record the fines available
- Provide daily report of the work achieved
- ACHIEVEMENTS :
- Moved to Fixed Services front office as multi lingual abilities
- Acknowledged as best customer care executive by Fixed Services team
- Sound Knowledge of both inbound & outbound Sales processes
- Handled customer complaints related to Internet, Landline & IPTV by calling up customers
- Appreciations from the Customer's and the Management on various occasions
- Worked closely with the BO management regarding the process set-up and implementation
- Acknowledged as best target achiever by LCM and C-sat Team
- Develop and implement the Universal Routing and Intraday Management process to route the call volume traffic to 3 outsource partners and in-house Intraday Management
- Trained the outsource partners on Exony to establish their own real time reports and Intraday process
- Attended new CRs-Change requests- for the call center systems and follow up on development
Customer Case Manager
Al Futtaim Motors
Dubai
03.2015 - Current
- Managing over 1,800 High level escalated complaints per year
- Increasing the average customer satisfaction score from 80% to 95%
- Saving the business an average of AED 1.5M per year
- Creating Report/Weekly /monthly/ goodwill report for the divisional meetings
- Attending MOE/DED/Court sessions on critical cases
Education
Professional Diploma - Business
London Academy of Management Studies
Diploma - Business Finance
University of Cambridge International
Examinations International Certification in Human Resources Management -
London Academy of Management
UK International Certification in Marketing -
London Academy of Management Studies
Skills
- Customer Relations
- Schedule Management
- Team Building
- Business Development
- Negotiation
- Business administration
- Strategic planning
Languages
Arabic
Native
English
Fluent
Urdu
Advanced
Persian
Upper intermediate
Certification
- Appreciation Certificate from Dubai RTA, January 2012
- Certificate in English Training Program Level 3 from Internal English institute, December 2009
- Certificate in Excellence in Government Services from Dubai RTA, August 2009
- Certificate in Communication Skills from Dubai RTA, August 2009
- Certificate in Consumer Protection Counter from DED, September 2016
- Certificate in Activate Performance Culture Handbook from Alfuttaim Group may 2017
- Certificate in Code of Conduct and Ethics from Alfuttaim Group, May 2017
- Certificate in Grievance from Alfuttaim Group May 2017
- Certificate in Our Performance Culture Handbook from Alfuttaim group, May 2017
- Certificate in Disciplinary from Alfuttaim, May 2017
- Certificate in Disciplinary action in Alfuttaim Group, May 2017
Timeline
Customer Case Manager
Al Futtaim Motors
03.2015 - Current
Senior Customer Service Agent
Emirates Group
09.2011 - 01.2015
Parking Officer
Road Transportation Authority Dubai
09.2005 - 08.2011
Professional Diploma - Business
London Academy of Management Studies
Diploma - Business Finance
University of Cambridge International
Examinations International Certification in Human Resources Management -
London Academy of Management
UK International Certification in Marketing -
London Academy of Management Studies
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