Hanifa Falamarzi
Sharjah
Summary
Dedicated aviation professional with over 14 years of experience at Emirates Airline in Passenger Services. Started as an Officer in 2011 and progressed to Controller in 2023 through consistent performance, operational expertise, and strong leadership. Successfully handled and closed more than 15,000 passenger cases across various service requests, ensuring accuracy, efficiency, and high customer satisfaction. Skilled in managing passenger operations, resolving service issues, coordinating with cross-functional teams, and maintaining smooth airport workflows. Known for reliability, strong service standards, and the ability to perform under pressure in fast-paced aviation environments.
Overview
14
14
years of professional experience
Work history
CUSTOMER AFFAIRS CONTROLLER
Emirates Airlines
Dubai, UAE
01.2023 - Current
- Managed customer relations by resolving complaints and enhancing service quality.
- Coordinated cross-functional communication to streamline operational processes and improve customer satisfaction.
- Developed training materials for staff to ensure consistent service delivery and adherence to company standards.
- Oversaw implementation of new customer service initiatives, promoting engagement and loyalty amongst clientele.
- Analysed customer feedback to identify trends and recommend strategic improvements in service offerings.
- Managed audit processes for assured transparency and accuracy in reports.
- Directed team training programmes, boosted staff competency and performance standards.
Officer
Emirates Airlines
Dubai
12.2011 - 01.2023
- Resolved passenger complaints effectively to ensure a positive travel experience for all customers.
- Monitored compliance with airline regulations and safety standards to mitigate operational risks.
- Collaborated with multiple departments to optimise resource allocation and improve service delivery.
- Collaborated with colleagues for effective teamwork.
- Provided customer service to improve overall visitor experience.
Education
Bachelor's degree - Public Relations
University of Sharjah
Sharjah 09.2007 - 06.2011
Master of Laws - Air and Space
University of Sharjah
Sharjah 09.2018 -
Skills
- Leadership excellence
- Customer experience metrics
Timeline
CUSTOMER AFFAIRS CONTROLLER
Emirates Airlines
01.2023 - Current
Master of Laws - Air and Space
University of Sharjah
09.2018 -
Officer
Emirates Airlines
12.2011 - 01.2023
Bachelor's degree - Public Relations
University of Sharjah
09.2007 - 06.2011