Nodira Mukhitdinova
Airline Customer Experience and Business Excellence Lead
Dubai,DU
Summary
Dedicated professional skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand with 17 years of diverse experience, excelling in airline operations, including ground operations quality and service audits.
Recent MBA graduate at Cranfield School of Management, specialization in Organizational Behavior and Leadership Change has significantly enhanced my skills.
Overview
18
18
years of professional experience
10
10
years of post-secondary education
Work History
Business Excellence
flydubai
01.2018 - Current
- Conduct a comprehensive customer experience audit across multiple touchpoints and critical areas to stakeholders, driving immediate action and measurable change.
- Developed and delivered a project to significantly boost audit volume at zero cost.
- Deliver bi-monthly report to SVP and Senior Managers across business.
- Delivered focus group, projetc which resulted in 10% increase in influencing purchase decisions and optimizing route performance.
Crisis Management and Family Assistance Specialist
flydubai
03.2016 - 01.2018
- As a crisis management specialist, I managed sensitive cases of deceased families' relatives following an airline accident, supporting numerous families through the process. I served as the primary liaison, coordinating between Russian authorities, UAE legal courts, insurance companies, and air transport officials as a bilingual communication coordinator.
Talent Development
Flydubai
02.2015 - 06.2017
- I coordinated a management development program for a diverse group of senior managers in engineering and inflight operations, utilizing a 360-degree feedback method to enhance leadership effectiveness. This initiative promoted collaboration and growth within the team.
- I was part of the senior learning team to select and recruit professional learning institutes for the company.
- Handled 29 department training and development.
Performance & Standards Assessor
flydubai
09.2013 - 02.2015
- Managed performance and training for 300 crew members, ensuring compliance with GCAA standards.
Senior Cabin Crew
flydubai
07.2011 - 03.2012
- Led a team, ensuring high-level customer service and safety standards.
Cabin Crew
flydubai
02.2010 - 07.2011
- Ensured consistent delivery of high-level customer service and safety performance onboard flights.
Passenger Sales and Services Agent
DNATA- Emirates Group
03.2007 - 02.2010
- Actively drove daily sales at Dubai International Airport, managing the sales of tour packages, consistently exceeding daily targets.
- Provided excellent customer service to the VIP guest travelling visa Dubai International Airports
Education
MBA - Organizational Behavior, Leadership To Change
04.2019 - 01.2023
Master's in Economics - undefined
01.2004 - 01.2006
Bachelor's in English Philology - undefined
01.2000 - 01.2004
Skills
Mystery shopping audits
Business continuity
Crisis management
Family assistance
Event management PR
NLP Master Class certified
Project management
Team leadership
Negotiation skills
Coaching
Voluntary roles
Reserve Member, Kenyon International Emergency Services, 04/01/16, Present
Professional courses
- Certified NLP Practitioner and Master Practitioner and Coach
- Influencing and Negotiation Skills, Cornell University
- Train the Trainer, HNI Training and Coaching
- Project Management Theory, HNI Training and Coaching
Languages
English
Russian
Uzbek
Timeline
Cranfield School of Management - MBA, Organizational Behavior, Leadership To Change
04.2019 - 01.2023
Business Excellence - flydubai
01.2018 - Current
Crisis Management and Family Assistance Specialist - flydubai
03.2016 - 01.2018
Talent Development - Flydubai
02.2015 - 06.2017
Performance & Standards Assessor - flydubai
09.2013 - 02.2015
Senior Cabin Crew - flydubai
07.2011 - 03.2012
Cabin Crew - flydubai
02.2010 - 07.2011
Passenger Sales and Services Agent - DNATA- Emirates Group
03.2007 - 02.2010
University of Pune - Master's in Economics,
01.2004 - 01.2006
World Languages University, Tashkent - Bachelor's in English Philology,
01.2000 - 01.2004