Sara Hassan

Work History

Executive- Investor Relations

Dubai World Central- Dubai South

Dubai, DU

04.2021 - Current

Managed complete customer journey for 20 customers daily.
Documented recurring requests, enquires and complaints, communicating findings and potential corrective action to line manager.
Maximized average transaction value with targeted upselling strategy.
Investigated escalated complaints, weighing up evidence to establish fair outcomes.
Produced weekly reports in Salesforce to enable accurate tracking of sales and revenue targets.
Acted as first point of contact for up to 30 daily customer enquires, by phone, email and social media.
Skillfully navigated multiple databases and tools to deliver outstanding customer service.
Strengthened brand identity by working to improve and increase touchpoints throughout customer journey.
Confidently, promptly and professionally resolved customer queries and escalating complex issues as appropriate.
Consistently met and exceeded profitability goals through effective upselling and cross-selling.
Built strong, lasting relationships with new and existing customers, increasing customer retention by 60%.
Developed a database of referral opportunities.
Inputted 5 accounts daily into Salesforce and confidently handled online quotations, returns and outstanding deliveries.
Conducted quality assurance surveys to determine satisfaction levels and identify shortfalls.

Office Admin and Personal Assistant to CEO

Dubai World Central- Dubai South

Dubai

03.2019 - 04.2021

Liaised effectively with internal departments and external organisations on behalf of CEO.
Scheduled all in-person and virtual meetings using outlook and MS Teams, regularly updating calendar to eliminate discrepancies.
Proactively anticipated and catered to CEO's needs in advance of meetings, conferences and travel.
Anticipated needs of CEO and offered practical solutions to resolve variety of issues with high degree of professionalism and confidentiality.
Acted as point of contact for 1 CEO, 2 Directors, 2 Managers and 7 employees.
Professionally greeted clients and delivered friendly, knowledgeable assistance.
Collaborated with admin teams, human resources and finance department on special projects.
Processed mail, email and phone enquiries, minimising correspondence backlogs.
Drafted correspondence, compiled reports and prepared presentations with keen attention to detail.
Facilitated internal and external correspondence for management.
Documented data and stored important records on database.

Office Manager and Executive Assistant

Al Aan TV

Dubai

09.2016 - 02.2019

Plan and organize meetings, meeting minutes, conferences, preparing presentations agenda management, business travels in timely manner.
Overseeing the reception area, VIP guests to MD office, answering telephone calls, and directing to relevant person.
Assist MD in arranging local and international business events and responsible for all relevant procedures.
Handled all admin activities including landlord lease contract and ensure, issued company access cards and ensured office efficiency by maintaining office supplies inventory, workplace Health and Safety, appearance of common areas and office supplies and equipment.
Oversaw office budget to responsibly allocate equipment and resources.
Oversaw office inventory ordering, requisitions and stocking.
Improved overall office efficiency by establishing smooth workflow processes, monitoring daily productivity and implementing modifications to eliminate operational bottlenecks.

Office Manager

Sama Art International

Dubai

07.2014 - 09.2016

Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
Managed 10-employee office, supervising workers, enhancing productivity and driving efficiency.
Oversaw office budget to responsibly allocate equipment and resources.
Provided expert clerical support to over [Number] internal staff and management by handling wide range of routine and special requirements.
Developed Standard Operating Procedures (SOP) for administrative employees.
Trained and mentored staff to drive performance and target achievement.
Provided complete meeting support, including materials preparation and minute-taking.
Provided proper scheduling of clients, ensuring timely and effective allocation of resources and calendars.
Interacted with customers professionally by phone, email or in-person to provide information and direct queries to appropriate staff members.
Supervised senior management with daily office operations, coordinating meetings and other tasks as requested.
Negotiated with vendors to minimise costs and improve service delivery.
Tracked and recorded team expenses and reconciled accounts to maintain accurate, current and compliant financial records.
Arranged corporate events and conferences for management + attendees.
Managed company data and KPI report generation.

Airport Operations Supervisor

Emirates Airlines

Dubai, DU

02.2011 - 06.2014

Mentoring for new and less experienced team members along with performance reviews
Resolved daily operational challenges such as network disruptions including delays and cancellations and determining best use of resources.
Enhanced passengers' expectation ratings by ensuring all communication are within service level to strengthen quality and increase productivity.
Developed strategies to provide 5-star VIP service and operational resilience.
Plan, monitor and adjust allocation of teams and resources to ensure achievement of service KPI's are attained.
Provided regular communication and reports outlining team feedback, operational performance and resource management.
Processed order transactions and provided VIP Customers with detailed itineraries, tickets and receipts.
Directed VIP passengers to correct loading gates or areas for departures and connections.
Prepared customer invoices, accepted payments and processed refund and cancellation requests
Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
Engaged with customers to understand needs and provide excellent service.
Maintained energy and enthusiasm in fast-paced environment.
Proved successful working within tight deadlines and fast-paced atmosphere.
Prepared customer invoices, accepted payments and processed refund and cancellation requests
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Reviewed tickets, identification and passports to verify traveler identity.
Increased customer satisfaction by resolving issues.
Business and First-class lounges (Skywards, Ticketing front desk (Terminal 3 Opening

Business and First-class Lounges (Skywards)

Emirates Airlines

Dubai, DU

04.2009 - 02.2011

Processed ticketing and upgrading transactions and provided VIP Customers with detailed itineraries, tickets and receipts.
Directed VIP passengers to correct loading gates or areas for departures and connections.
Prepared customer invoices, accepted payments and processed refund and cancellation requests.
Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.

Front Desk Ticketing Agent (Terminal 3 Opening)

Emirates Airlines

Dubai, DU

09.2008 - 04.2009

Engaged with customers to understand needs and provide excellent service.
Planned travel itineraries for clients with diverse needs.
Maintained energy and enthusiasm in fast-paced environment.
Processed payments and online bookings with zero error.
Applied upselling strategies to achieve revenue increase.
Liaised with corporate booking agents to coordinate and update itineraries.
Communicated reservation confirmations to guests via post and email.
Maintained product knowledge to provide accurate information on local tour services.
Proved successful working within tight deadlines and fast-paced atmosphere.
Prepared customer invoices, accepted payments and processed refund and cancellation requests.

Call Centre Agent

Emirates Airlines

Dubai, DU

08.2007 - 09.2008

Successfully generated new business via telephone sales, achieving profit growth targets.
Achieved daily performance targets, aiding department progression towards sales goals.
Handled high call volumes with accuracy and efficiency for optimum productivity.
Improved call metric standards to exceed performance KPI targets.
Used outstanding problem-solving and communication skills to appease dissatisfied customers.
Maintained accurate knowledge of current services to provide informative customer advice.
Recommended call routing strategies, reducing average on-hold times.
Trained junior agents on customer service excellence, boosting customer satisfaction rates.
Attended regular product training to enhance customer advice.
Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
Met call time quotas with concise communication and following established scripts.
Acted as first point of contact for customer issues and queries.
Engaged clients with sales opportunities to secure valuable transactions.
Managed customer expectations to improve satisfaction rates.
Processed orders quickly, providing customers with accurate order information.

Summary

Overview

Work History

Executive- Investor Relations

Office Admin and Personal Assistant to CEO

Office Manager and Executive Assistant

Office Manager

Airport Operations Supervisor

Business and First-class Lounges (Skywards)

Front Desk Ticketing Agent (Terminal 3 Opening)

Call Centre Agent

Education

Bachelor of Science - Information Technology

GCSEs -

Skills

Languages

Work Availability

Interests

Timeline

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