Khadijah Mohammed Ali
Dubai
Summary
Knowledgeable and dedicated customer service professional with extensive experience in hospitality and Aviation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport . Motivated to maintain customer satisfaction and contribute to company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
Work History
Crew Connect Coordinator
Emirates Airlines
09.2018 - Current
- · Answer outbound incoming crew telephone calls and emails with professionalism and manage high the volume and ensure quality.
- Responded to, investigated, and resolved crew queries and complaints.
- Managed time efficiently to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Identified issues, analysed information, and provided solutions to problems.
- Participated in team projects, demonstrating ability to work collaboratively and effectively
- Communicated with relevant stakeholders on crew queries and concerns eg Training college , Accommodation
- Familiar with flight time limitation and crew rostering processes, Leave bidding and allocation.
- Worked closely with Crew operations team to manage daily operation concerns of Absent and Emergency leave
- Familiar with Attendance team processes to assist crew with Sick Fit guidelines processes.
Cabin Crew Coordinator
Emirates Airlines
05.2012 - 09.2017
- Coordinated work schedules, time off, leave of absence and other attendance issues for crew members.
- Prepared and maintained comprehensive production reports to highlight production developments for management review.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
- Planned managers ,HR and crew`s Meetings as per departmental processes
Guest Services Team Leader
Madinat Jumeirah Resort
08.2007 - 03.2012
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Led team meetings to address concerns and inform employees of new policies and procedures.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Guest Services Assistant
Madinat Jumeirah Resort
07.2003 - 08.2007
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Handled customer complaints to satisfy and retain guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Answered hotel phones with professionalism and directed calls appropriately.
Education
Kenya Certificate of Secondary Education -
Bishop Njenga Girls High School
Kenya 1994
Kenya Certificate of Primary Education -
Shikoti Primary School
Kenya 1990
Skills
- Problem Resolution
- Training
- Verbal and Written Communication
- Customer Service Management
- Decision Making
- Time Management
- Negotiation
Systems Expertise
.Opera
· Paradise
· IOB- Integrated Operations browser
· LASS
· Microsoft Office: Excel, PowerPoint, Word, Outlook Excellent knowledge
. Avaya
· Trips
· HR Direct
Awards
- Shukran Award 27 Feb 2023 - The Top 10 team member with the highest cases closed for Leave queries
- Bronze 31 March 2022: Outstanding efforts, passion and delivery towards the success of various programs, projects
- COVID-1 9. Exemplary commitment and dedication in critical time and ensured smooth operation.
- Najm Appreciation 19 October 2020: Recognition for dedication to support crew and operations teams during severe weather disruption.
- Merit 07-Jun-2016: Supporting first duty free open day on 25 May 2016. The crew attending the event and the organizers all greatly appreciated your efforts. Well done!
- Bronze 07-Jan-2016: Recognition for assistance with volume of printing the Cabin Supervisor name badges.
- Merit 12-Jun-2015: Support towards the Economy Class Forum engagement
- Najm Appreciation 26 January 2015: Outstanding support during the festive season in Dec/Jan 2014-2015.
Timeline
Crew Connect Coordinator
Emirates Airlines
09.2018 - Current
Cabin Crew Coordinator
Emirates Airlines
05.2012 - 09.2017
Guest Services Team Leader
Madinat Jumeirah Resort
08.2007 - 03.2012
Guest Services Assistant
Madinat Jumeirah Resort
07.2003 - 08.2007
Kenya Certificate of Secondary Education -
Bishop Njenga Girls High School
Kenya Certificate of Primary Education -
Shikoti Primary School
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