Hind Al Khaja
Customer Relations Manager
Dubai
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Customer Relations Manager
Expo 2020
Dubai
04.2021 - 04.2022
- Constructed a 1000+ customer database and provided customer tracking systems to increase customer engagement.
- Exhibited strong customer relations by communicating with over 100 clients, informing them of the relocation.
- Created new customer relations Polecies and procedures.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Managed customer relations on ongoing basis to maximize customer retention.
- Established performance and service goals and held associates accountable for individual performance.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 60% increase in sales.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Created customer support strategies to increase customer retention.
- Maintained statistical database of customers using Salesforce for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Made customers aware of current and new programs and services.
- Developed and implemented standards for staff to provide consistent service to customers.
- Created activities and engagements to enhance customer experience, knowledge and patronage.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Liaised between customers and organization with particular focus on working with sales department.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Resilience & Contingency Planning Manager
Expo 2020
Dubai
09.2019 - 03.2021
- Worked on planning, budgeting, risk management and quality assurance, prepared and followed through schedules and resource planning.
- Cooperate closely with all departments as part of integrated planning and delivery process.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Improved operations through consistent hard work and dedication.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Airport Duty Manager
Etihad Airways
Abu Dhabi
01.2015 - 08.2019
- US Pre- Clearance, The national airline of UAE
- Achieved zero accountable delays on my shift
- Simplified and streamlined prearrival planning passenger flow thereby saving 1min per passenger
- Strong relationship with stakeholders specially USA Customes
- Managed between 20 and 30 staff members during my shift.
Airport Duty Manager
Etihad Airways
Manama
02.2014 - 12.2015
- Managed budget of the station.
- Managed between 10 and 15 staff members
- Worked regularly with executive leadership and staff to shape Operations-wide strategy as on time performance.
- Worked closely with stakeholders to maintain SLA.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Worked flexible hours across night, weekend and holiday shifts.
Airport Duty Manager
Etihad Airways
Abu Dhabi
12.2012 - 01.2014
- Led teams of Protocol and guest service to manager VIP - VVIP Passangers.
- Increased costumer stratification by 22% while reducing the cycle time of check-in for each Passanger by promoting online check in.
- I've trained over 50 staff.
- Managed nearly 40 employees working in the resort.
- Saved Dhs 18m during hajj season by implementing document checks as per KSA government to avoid fines.
- Used coordination and planning skills to achieve results according to schedule.
PR & Events Officer
DP World
Dubai
02.2003 - 11.2007
- Hosted 12 events for high priority clients, potential and current customers.
- Maintained media relationships through attendance of industry events and 1:1 entertaining
- Organized yearly customer event events, with 80% exceeded target sales and within budget.
- Managed multiple events Dhs 5 million or higher.
- Helped customer service in 1:1 survey for over 1000 customers.
- Provided fiduciary oversight to remain within budget constraints, recommending project adjustments where necessary.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Led project teams through design, construction and launch process.
- Managed projects from procurement to commission.
- Developed and initiated projects, managed costs and monitored performance.
- Met project deadlines without sacrificing build quality or workplace safety.
- Maintained compliance with regulatory parameters in complex projects with overlapping policies.
- Planned, designed and scheduled phases for large projects.
- Maintained relationships with material vendors to lower costs and diversify capabilities.
- Made decisions independently and collaboratively on departmental-related challenges.
Education
Higher Diploma - Software Engineering
Dubai women's college
Dubai 09.1998 - 05.2002
Bachelor - Software Engineering
Al Ghurair University
Dubai 09.2010 - 05.2012
Skills
Business Developmentundefined
Timeline
Customer Relations Manager
Expo 2020
04.2021 - 04.2022
Resilience & Contingency Planning Manager
Expo 2020
09.2019 - 03.2021
Airport Duty Manager
Etihad Airways
01.2015 - 08.2019
Airport Duty Manager
Etihad Airways
02.2014 - 12.2015
Airport Duty Manager
Etihad Airways
12.2012 - 01.2014
Bachelor - Software Engineering
Al Ghurair University
09.2010 - 05.2012
PR & Events Officer
DP World
02.2003 - 11.2007
Higher Diploma - Software Engineering
Dubai women's college
09.1998 - 05.2002
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