Hina Quratulain
Customer Relations Professional
Dubai,DU
Summary
Service Delivery officer experienced in directing activities in Customer relations role with more than 10 years experience analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.
Talented at developing strategies, setting goals and training employees. Confident and decisive when communicating goals and vision to succeed. First-class problem solver with excellent interpersonal skills.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
17
17
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Service Delivery Officer
Emirates Airlines
Dubai
04.2010 - 07.2017
- To establish, manage and update Skywards Procedures Manual and Skywards Promotions Online pages used by staff worldwide.
- Communicate latest changes to policy, or new policy and procedures to the network, in a timely manner, to ensure staff has most up-to-date information for members.
- Analyze latest enhancements and developments to systems (GDS/EK/CRIS/EZM) functionality and recommend changes that enhance Skywards service, provide financial gains and/or reduce the workload on Emirates and Skywards Contact Centres.
- Research and respond to queries from staff across Emirates network on standards and procedures.
- Handle all queries related to new releases/bulletins ensuring staff are fully conversant and able to deliver on new procedures.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Work closely with Product and Partnership team to keep abreast of long term strategy plan for acquisition of new partners so as to ensure policies and procedures are correctly outlined in Contracts and conveyed to Partners and staff.
- Responsible to review and give feedback to both Marketing and Partnerships teams on any new communications prior to being sent to members, to ensure they are clear and concise to avoid customer service failures.
- Responsible for the project to review and implement a new and improved Standards & Procedures manual in conjunction with Skywards programme Review changes.
- Work closely with Marketing team for proper and timely communication of product release.
- Review procedures at Reservations, Airport and In-flight focusing on high yield passengers.
- Responsible to disseminate to all Emirates staff worldwide all Skywards communications related to Product, Partners, systems (CRIS, MARS, WEB) Excellent knowledge of service centre systems (Tridion, Workforce Management WFM).
- Admin Team tasks: Updated attendance records of all service centre staff.
- Update Workforce Management WFM with staff shift amendments.
Senior Business Support Representative
Emirates Airlines
Dubai
07.2007 - 06.2012
- Increased customer satisfaction by resolving issues and building a one to one relationship with Skywards Premium customers.
- Handled more than 50 calls per day to address customer inquiries and concerns
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Conduct Audit on member’s accounts and keep updated.
- Conducted research, gathered information from multiple sources and presented results.
Customer Service Representative Agent
Emirates Airlines
Dubai
02.2007 - 07.2007
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recorded account information to open new customer accounts.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Promoted available products and services to customers during service, account management and order calls.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Independently reply to members' inquiries via mail or fax, ensuring accurate and timely responses.
Education
Masters in Project Management - Project Management
Sarhad University
Pakistan 02.2012 - 06.2022
Bachelors in Commerce And IT - Commerce- IT
Sarhad University
Pakistan 03.2007 - 07.2010
Intermediate - Science stream
Pakistan Education Academy
Dubai 09.2003 - 06.2005
High School - GCE O Level
Al Sadiq School
Dubai 09.2001 - 06.2003
Skills
- MS Office
Certification
Holding valid UAE Driving license issued on 09/Nov/2005
Accomplishments
Created SOP for Emirates Airline Reservations contact centre.
Worked on special project of re-writing Emirates communication letters.
Active member of Emirates Airlines Global Connect UAT.
Twice received Bronze Najm (the Emirates Group's reward and recognition programme)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Masters in Project Management - Project Management
Sarhad University
02.2012 - 06.2022
Service Delivery Officer
Emirates Airlines
04.2010 - 07.2017
Senior Business Support Representative
Emirates Airlines
07.2007 - 06.2012
Bachelors in Commerce And IT - Commerce- IT
Sarhad University
03.2007 - 07.2010
Customer Service Representative Agent
Emirates Airlines
02.2007 - 07.2007
Intermediate - Science stream
Pakistan Education Academy
09.2003 - 06.2005
High School - GCE O Level
Al Sadiq School
09.2001 - 06.2003
Holding valid UAE Driving license issued on 09/Nov/2005
Completed ‘Basics of Computing’ course in August 1997.
Completed Typing & Basics of Web Designing course in August 2002.
Completed Web Designing course in September 2003.
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