BARBARA JOAN WERE
Dubai
Summary
Led service teams to achieve high-quality engagement for diverse clientele, including VIPs and guests requiring special support. Orchestrated operations in fast-paced environments, driving team performance and improving service delivery across multiple channels. Fostered a strong service culture through effective communication and collaboration within multicultural teams.
Overview
3
3
years of professional experience
Work History
Team Leader & Operations Support
Ground Zero, UAE
Dubai, UAE
10.2025 - Current
- Led frontline service teams in a high-footfall environment, ensuring every guest interaction met and exceeded service standards — directly aligned with Emirates’ commitment to exceptional customer experience.
- Coordinated staff scheduling, task allocation, and daily reporting to maintain smooth, uninterrupted operations — skills essential for managing airport check-in, boarding, and baggage services.
- Served as the primary escalation point for customer concerns, resolving complaints with confidence and empathy to ensure guest satisfaction — mirroring the role of an Airport Customer Service Agent or Contact Centre Consultant.
- Mentored and trained team members on service protocols and performance standards, fostering a culture of accountability and continuous improvement.
Administrative Support & Telesales Executive
Al Mumayaz Company, Dubai, UAE
Dubai, UAE
05.2025 - 09.2025
- Managed multi-channel customer communications across phone, email, and in-person channels — directly relevant to the Contact Centre Customer Sales & Service Consultant role requiring multi-platform engagement.
- Delivered persuasive, customer-centric telesales conversations, actively listening to needs and recommending appropriate services — translating seamlessly to selling Emirates products and resolving travel queries.
- Maintained accurate documentation, scheduling, and records, supporting operational efficiency and compliance — skills applicable to airline systems training environments.
- Built lasting client relationships through consistent follow-ups and clear communication, supporting retention and satisfaction targets.
Team Lead & Operations Supervisor
Adam's Kids Club, Dubai, UAE
Dubai, UAE
06.2024 - 02.2025
- Supervised day-to-day operations and ensured a safe, welcoming environment for families and children — experience directly applicable to supporting unaccompanied minors and families at Emirates Airport Services.
- Monitored team performance metrics and provided coaching to uphold service quality benchmarks across all guest touchpoints.
- Acted as first point of escalation for parent and guest concerns, demonstrating professional conflict resolution and empathetic communication.
Hostess / Event Assistant
Photo Booth Events & Exhibitions, Dubai, UAE
Dubai, UAE
12.2023 - 05.2024
- Delivered warm, personalized guest service during high-volume events, ensuring a smooth and memorable experience for all attendees.
- Managed reservations, guest logistics, and real-time queries efficiently under pressure — closely mirroring the demands of airport lounge and Marhaba Services roles.
- Collaborated closely with coordinators and clients, demonstrating strong teamwork and adaptability in dynamic environments.
Education
CACHE Level 2 Certification - Childcare and Education
CNA Training Institute
Dubai, UAE06-2025
Bachelor of Science - Agribusiness Economics and Food Industry Management
JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY
Kenya12-2021
Skills
- Frontline Customer Service
- Team Leadership
- Conflict Resolution
- Multi-Channel Communication
- VIP & Guest Relations
- Operations Coordination
- Telesales & Upselling
- Problem Solving
- Family & Minor Support
- Administrative Support
- Cultural Awareness
- Continuous Learning
LANGUAGES
English (Fluent)
Swahili (Native)
Section name
- Available for Airport Customer Service Agent
- Contact Centre Customer Sales & Service Consultant
Timeline
Team Leader & Operations Support
Ground Zero, UAE
10.2025 - Current
Administrative Support & Telesales Executive
Al Mumayaz Company, Dubai, UAE
05.2025 - 09.2025
Team Lead & Operations Supervisor
Adam's Kids Club, Dubai, UAE
06.2024 - 02.2025
Hostess / Event Assistant
Photo Booth Events & Exhibitions, Dubai, UAE
12.2023 - 05.2024
CACHE Level 2 Certification - Childcare and Education
CNA Training Institute
Bachelor of Science - Agribusiness Economics and Food Industry Management
JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY