Fatima Iqbal
Abu Dhabi,Abu Dhabi
Summary
Experienced Visitor Service Operations Team Lead with a proven track record of improving customer satisfaction and operational efficiency. Skilled at leading cross-functional teams, implementing process improvements, and driving strategic initiatives. Committed to providing exceptional visitor experiences.
Overview
16
16
years of professional experience
Work History
Visitor Service Operations - Team Leader
Louvre Abu Dhabi
12.2021 - Current
- Working closely with the Visitor Operations Manager at Louvre Abu Dhabi to underpin day-to-day operations and provide management and leadership to the team.
- Providing effective leadership and motivation to the Visitor Experience team, including aspects such as recruitment, induction, performance, training, and personal development.
- Collaborating with the Access and Public Programmed Manager to plan and implement initiatives for developing the visitor experience for priority audience groups, such as families, young people, and international and national audiences.
- Creating a strategic engagement plan for high-valued members, focusing on understanding their profiles, developing 1-1 relationships with them, and supporting initiatives to increase member satisfaction and loyalty.
- Leading the Visitor Experience team in delivering day-to-day operations, including maintaining building presentation standards, visitor flow, visitor assistance, wayfinding, access, and health and safety.
- Ensure that appropriate staffing resource levels are maintained and staff are in the correct positions at the correct times.
- Responsible to issue daily, weekly and monthly reports & Create a daily/ monthly roster.
- Welcoming and Handling / Assisting School Groups, VIP Groups and Adult Groups to have best experience in the museum with providing headsets for guided tours or activity booklets to school groups to do workshops inside the gallery.
- Conducting guided Express tour of Museum Permanent Gallery and Architecture of Museum for Adult groups or VIP Groups.
- Used exceptional planning and organization skills to deliver necessary staff and resources across multiple projects.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Visitor Service Agent
Louvre Abu Dhabi
11.2018 - 11.2021
- Worked as a senior VSA(Ticketing, Tour Guide and Hospitality) at Louvre Abu Dhabi, extending warm greetings, providing relevant materials, and delivering key information to guests.
- Providing them with pertinent materials for their trips, including museum maps, the most recent guides, and instructional and cultural materials.
- Handled groups of international visitors and school groups, and informed visitors of available offers without delays.
- Maintained a professional image, addressed visitor issues promptly, and highlighted museum policies.
- Manage ticket sales for general admission, exhibitions, tours, workshops, and events, cash handling and inventory management in a fast-paced retail environment. Dealing with B2B partners, able to understand CRM when required.
- Issued different memberships and interpreted museum galleries, exhibitions, and architecture for VIP guests.
- Interpreted Museum Permanent Gallery, International Exhibitions and Museum Architecture for VIP Guests, International Guests and individual visitors
- Conducting tours for University and School Groups which involve workshops and interactive activities.
- Manage and handle different events at Museum (VIP guest and members preview for international exhibitions, curatorial talks on art pieces or international exhibitions, Museum takeover by the school or university, private and cultural events, film screens, and festive events).
- Providing relevant information about the museum, partner’s museum, available events, workshops and cultural programs
- Demonstrated strong problem-solving skills to address customer concerns and find suitable resolutions
- Collaborated with team members to ensure consistent visitor service and support across all departments.
- Participated in Staff training programs to enhance visitor experience and product knowledge.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Coordinated with other departments to ensure seamless service delivery across all touchpoints.
- Enhanced customer satisfaction by providing efficient and courteous service in a timely manner.
Marketing & Customer Service
SAMSUNG
10.2014 - 02.2015
- Serves customers by helping them select products
- Drives sales through engagement of customers, suggestive selling, and sharing product knowledge
- Greets and receives customers in a welcoming manner
- Directs customers by escorting them to racks & counters
- Provides outstanding customer service
- Documents sales by creating or updating customer profile records
- Manages financial transactions
- Processes payments by totaling purchases, processing checks cash & store or other credits & debits cards
- Alerts with inventory, including receiving & stocking merchandise
- Keeps clientele informed by notifying them of preferred customer sales & future merchandise of potential interest.
- Successfully managed multiple projects simultaneously under tight deadlines while maintaining a keen attention to detail.
- Supported the development of creative assets including promotional materials, digital content, and event collateral for various marketing initiatives.
- Assisted in the execution of email marketing campaigns, driving higher open and click-through rates.
- Coordinated with cross-functional teams to ensure seamless campaign integration across all channels.
- Implemented targeted marketing strategies for increased sales conversion rates.
- Monitored customer feedback and provided valuable insights for marketing strategy adjustments.
Tele Sales & Business Development
Emirates Building Material
09.2013 - 09.2014
- Developing strategic ideas or proposals to make an organization successful development growth through increased sales/revenue & customer acquisitions
- Researching potential new lead & keeping on top of development in the industry
- Developments, networking with prospective clients through a variety of mediums (social media, phoning, e-mails or meeting in person)
- Working in as a team work to help align offerings with the needs of clients
- Managing & updating CRM system and communicating with existing clients/partners in a way that supports an ongoing relationship.
- Delivered engaging presentations to prospective clients, effectively communicating the value proposition of products/services offered.
- Ensured seamless order processing by liaising closely with internal departments such as logistics, finance, and legal teams during deal closure stages.
- Analyzed competitor offerings to maintain a thorough understanding of market dynamics and devise appropriate counterstrategies.
Admin & Data Coordinator
Abu Hassan Gen. Maint. LLC
06.2011 - 08.2012
- Preparing invoices, managing the facilities & providing information to external parties by attending to questions and requests
- Working with the team and contributing to accomplish business & requirements
- Data backup and recovery, data importing and exporting, storage management and periodic maintenance
- Maintains user and group account requirements, resolution of user access issues, and responsibility for data security
- Supporting business manager and shareholders in the day to day tasks & business requirements.
- Ensured compliance with industry standards and regulations regarding sensitive information handling protocols, maintaining strict confidentiality where necessary.
- Managed complex datasets with precision, ensuring accurate representation of organizational trends over time.
- Maintained an up-to-date knowledge base on emerging trends within the field of Data Coordination; applied new approaches as appropriate.
- Increased overall understanding of key performance indicators through detailed analyses and presentation of findings to stakeholders.
SAQ Intern
4newgenerations
11.2008 - 05.2009
- Preparing test cases to ensure quality standard procedures are being followed
- Perform incoming and in-process quality inspection and generate data
- Reject the product if it does not meet the required quality specification
- Record daily quality checks and data entry
- Highlight quality problem to engineer for action
- Ensure all rejected materials are properly identified and segregated
- Supporting business manager and shareholders in the day to day tasks & business requirements.
- Analyzed problems and worked with teams to develop solutions.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Prepared project presentations and reports to assist senior staff.
Education
Bachelor of Science - Computer Science
Government College University
Lahore - Pakistan10.2007
Skills
- Strategic marketing planning and execution
- Market research and data analysis
- Digital marketing and social media management
- Content creation and copywriting
- Campaign management and optimization
- Project management and cross-functional collaboration
- Excellent communication and presentation skills
- Adaptability and problem-solving
- Team Supervision
- Problem-Solving
- Team motivation
- Teamwork and Collaboration
- Work Planning and Prioritization
- Quality Improvement
Languages
Urdu
Proficient
C2
Arabic
Upper Intermediate
B2
English
Bilingual or Proficient (C2)
Timeline
Visitor Service Operations - Team Leader
Louvre Abu Dhabi
12.2021 - Current
Visitor Service Agent
Louvre Abu Dhabi
11.2018 - 11.2021
Marketing & Customer Service
SAMSUNG
10.2014 - 02.2015
Tele Sales & Business Development
Emirates Building Material
09.2013 - 09.2014
Admin & Data Coordinator
Abu Hassan Gen. Maint. LLC
06.2011 - 08.2012
SAQ Intern
4newgenerations
11.2008 - 05.2009
Bachelor of Science - Computer Science
Government College University
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