Razia Abdul Kader
Dubai,UAE
Summary
A highly skilled professional with expertise in ticketing systems, check-in departure control systems, and service level agreements. Demonstrates exceptional communication proficiency and technical aptitude, complemented by a strong understanding of product knowledge and up-selling techniques. Adept at multitasking and telesales, with a proven track record as a team player and exceptional communicator. Career goals include leveraging technical proficiency to enhance customer satisfaction and drive sales growth.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Customer Services Agent
dnata
Dubai
02.2019 - 03.2025
- To provide consistent quality service to the customers at check -in and gates that is consistent with the dnata's high service standards
- Fully adhere to all operational procedures (SOP) with regards to travel, immigration and safety regulations
- Identify and meet the standard and special service requirements of the passengers at check-in, transfer desk and boarding gates
- Approach and handle them in a friendly and efficient manner
- Collect briefing sheet and confirm the task in SARA, check all the counters equipments and stationary, and report any technical fault
- Provide a proactive service to passengers prior to check in such as managing queues, removing old baggage tags, helping families, identifying those with special needs, and are handled efficiently
- Initiate boarding at the gates, Improvised Gate Handling, prepare the systems, Vision Air, Abla, following laid down boarding priorities, uplifting excess bag tag, and head count confirmation in order to assist the process for a safe and on time departure
- Report any irregularity or service shortfall to the senior management on duty to enable service recovery and appropriate corrective action to be taken
- Ensure that the handling requirements of various categories like UM, YP, WCHR, Elderly PAX, Special Needs have been met
- Display excellent customer service skills, team work and understanding to achieve customer satisfaction
- Strive as part of a dedicated team to avoid complaints and earn compliments
- Ensure excellent discipline and grooming standards are displayed at all the times while on duty and coming and leaving from the work
- Maintained high standards of professionalism whilst dealing with complex situations.
- Collaborated cross-functionally to address systemic issues impacting customer satisfaction.
- Handled difficult situations calmly, delivered positive outcomes under pressure.
Course Co-ordinator, Medical Marketing
AECS (All & Everywhere Conferences and Seminars)
Dubai
09.2018 - 02.2019
- Preparing course statement and course program
- Designing course brochures, posting and editing content on the medical training website
- To promote the medical courses by inviting the international doctors to attend the training
- Monitoring applications and registrations and enrolling for the course
- Providing course promotion and course specific advices to the doctors
- Maintaining the admissions and does follow-ups on registrations
- Assisting the course registrations with the visa invite, accommodation…
- Considering and approving enrollment and credit cases
- Planning the programs and event for the doctors
- Preparing the balance statement for the course program
- Dealing with the payment for the courses, following up with the balances
- Arranging the surgical and non- surgical patients needed for the medical course training
Marhaba Service Agent
dnata
Dubai
12.2013 - 03.2017
- Company Overview: EMIRATES GROUP
- Assisting Marhaba passengers through airport formalities
- Assisting VIP's and CIP's through the airport
- To provide comprehensive escort to all the VIP ad CIP
- To ensure highest quality in customer service is provided to the passengers
- To provide the assistance and personalized service in demanding environment
- Meet, Greet and Assisting and smooth handling for the booked Marhaba passengers
- Helping the passengers in accessing the Marhaba lounges and assisting in transiting from Dubai
- Helping the passengers arriving to departing from and transiting through the Dubai airport
- Helping Global Migration Group or International Organization for Migration group with the airport
- EMIRATES GROUP
Education
Bachelor of Commerce -
Shobith University
India 10.2010 - 10.2013
Diploma in Interior Design -
Cadd Centre
India 11.2010 - 11.2011
Skills
- Ticketing system use
- Timekeeping software proficiency
- Service level agreement understanding
- Telesales competence
- Product knowledge mastery
- Up-Selling aptitude
- Technical proficiency
- Communication proficiency
- Multitasking capabilities
- Multitasking aptitude
- Team player
- Exceptional communicator
Timeline
Customer Services Agent
dnata
02.2019 - 03.2025
Course Co-ordinator, Medical Marketing
AECS (All & Everywhere Conferences and Seminars)
09.2018 - 02.2019
Marhaba Service Agent
dnata
12.2013 - 03.2017
Diploma in Interior Design -
Cadd Centre
11.2010 - 11.2011
Bachelor of Commerce -
Shobith University
10.2010 - 10.2013
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