Ruba Alnemri
Dubai,United Arab Emirates
Summary
Results-driven hospitality professional skilled in premium and business class service. Specialises in complaint resolution and problem-solving to optimise guest satisfaction. Delivers discreet communication and enhances customer experiences while maintaining high service standards.
Overview
2
2
Languages
1
1
Certification
15
15
years of professional experience
Work history
Senior Airport Service Agent
EMIRATES AIRLINES
Dubai, United Arab emirates
2023.08 - Current
- Delivered premium ground service for First and Business Class, plus VIP passengers.
- Delivered personalised high-level support for First, Business Class, and VIP passengers daily.
- Handled VIP and complex cases with discretion and professionalism, ensuring seamless resolutions.
- Managed check-in, boarding, and document verification aligned with aviation and immigration rules.
- Monitored service quality and queue flow, optimising passenger movement during peak periods.
- Applied safety and security procedures across airport premises for passenger protection.
- Represented Emirates by fostering cultural awareness and delivering clear communication for international customers.
- Maintained strict grooming and appearance standards to reflect a premium brand image.
Operation And Business Development
Cgate Logistics Solution
Amman, Jordan
2021.08 - 2023.01
- Prepared and approved freight quotations, negotiated rates with shipping lines, agents, and vendors, and optimized profit margins.
- Optimised freight costs by negotiating with multiple carriers.
- Identified the most efficient shipping routes, transit options, and carriers based on cost, transit time, and client requirements.
- Coordinated with international agents to secure competitive pricing and identify optimal shipping routes, enhancing cost-efficiency.
- Managed end-to-end sea freight operations, optimising FCL and LCL shipments, import/export coordination, and documentation processes.
- Resolved operational issues, delays, claims, and escalations in a timely and professional manner.
- Ensured high customer satisfaction through proactive follow-up, clear communication, and delivery of efficient service.
Flight Attendant
ROYAL JORDANIAN AIRLINES
Amman, Jordan
2014.05 - 2020.08
- Provided personalized, high-standard service to enhance experience of VIP and Business Class passengers.
- Created premium onboard experience through professional hospitality and meticulous attention to detail.
- Anticipated passenger needs and responded promptly to requests to ensure maximum comfort and satisfaction.
- Maintained the highest standards of safety, security, appearance, and professional conduct while delivering premium customer service.
- Collaborated with cabin crew to deliver seamless, consistent service throughout the journey.
- Developed strong awareness of health, safety, and security compliance requirements.
Contact Center Executive
ARAMEX
Amman, Jordan
2011.08 - 2014.05
- Provided professional customer service to clients both face-to-face and over the phone.
- Resolved customer complaints and service issues by identifying effective solutions and ensuring timely follow-up.
- Cultivated strong customer relationships through professional communication and consistent responsiveness.
- Consistently met monthly sales, call handling, and service quality targets.
- Monitored domestic and international shipment movements, delivering real-time updates to customers via phone and email.
- Coordinated with operations, logistics, and customs teams to resolve shipment issues and delivery delays.
Education
Art Education Teacher - ART
Hashemite University
Zarqa, JordanSkills
- Operational efficiency
- Complaint resolution
- VIP customer service
- Business class hospitality
- Guest satisfaction excellence
- Professional communication
- Strong leadership
Languages
Arabic
Native
English
Fluent
Languages
5,6
Certification
Maritime Shipping & Logistics Certificate
Jordan Logistics Association (JLA) — Training in maritime shipping operations, sea freight procedures, shipping documentation, and logistics coordination.
Inflight Safety & Service Certificate
Jordan Airlines Training & Simulation (JATS) — Training in inflight safety procedures, emergency response, passenger handling, and professional onboard service.
Aircraft Conversion Training Certificate
Jordan Airlines Training & Simulation (JATS) — Aircraft conversion and operational training for Airbus A319, A320, A321, A330 & A340, and Embraer E175 & E195, covering aircraft-specific safety procedures, equipment, emergency protocols, and operational requirements.
Timeline
Senior Airport Service Agent
EMIRATES AIRLINES
2023.08 - Current
Operation And Business Development
Cgate Logistics Solution
2021.08 - 2023.01
Flight Attendant
ROYAL JORDANIAN AIRLINES
2014.05 - 2020.08
Contact Center Executive
ARAMEX
2011.08 - 2014.05
Art Education Teacher - ART
Hashemite University