Carol Shumba

• Welcomed and checked in average of 6 000 guests daily ,ensuring seamless and pleasant arrival experience
• Assisted 5 groups at most per shift with baggage handling ,storage and locker rentals ,ensuring safe and efficient service
• Resolved 50 customer complaints weekly ,providing accurate solutions within timely manner ,contributing to 80% improvement in guest satisfaction
• Liaising with different internal department to ensure consistent guests services ,while maintaining compliance with company policies and safety regulations
• Increased revenue by upselling, cross selling, of different packages across Yas Island to guests contributing to 60% rise in sales and enhancing guest experience.
• Managed cash transactions exceeding AED 20 00 daily, along with handling various foreign currencies, ensuring 100% account accuracy through end of day reports.
• Processed reservations for VIPs ,groups and schools ensuring all payments were collected and closed ,contributing to 80% accuracy rate.

Responded to customer inquiries and provided support through various communication channels e.g. ( phone ,email, chat,)in timely and professional manner

• Resolved over 100 customer complaints daily ,maintaining 98% customer satisfaction rate and enhancing retention
• Applied active listening skills to understand customers complaints and inquiries and provided them with accurate solutions achieving 95% first contact resolution rate
• Maintained accurate detailed customer records in CRM systems and achieved and surpassed customer satisfaction ensuring accurate and timely records
• Collaborated with cross functional teams to resolve customer concerns and improve processes reducing issue resolution by 30%
• Attended training programs to stay informed on company updates, product knowledge and best practices

• Delivered high quality airport services including guest and baggage handling ,check in and boarding operations ,ensuring smooth experiences and compliance with safety protocols
• Managed daily customer inquiries on various services ,providing timely and accurate information to passengers improving customer satisfaction by 80%
• Assisted passengers with handling agents to support and execute airport operations ,ensuring timely service delivery and meeting operational objectives
• Supported customers with connecting flights to ensure timely and high quality delivery of services to guests
• Conducted initial security screenings ensuring airport access was properly monitored and security standards were upheld
• Handled and resolved customer complaints ,ensuring all concerns were addressed in a timely manner ,resulting in 85% reduction in escalated issues
• Supported process improvements by identifying areas of enhancement in customer service and operational execution ,contributing to 60 % improvement in service quality
• Escalated complex issues to responsible teams when necessary ,ensuring swift resolution of specialized customer inquiries
• Regularly liaised with internal teams to ensure consistent customer service ,improving communication between airport staff and passengers