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Sharaz Umer
Customer Affairs Officer | Emirates SkyCargo
Dubai
Summary
Customer-focused logistics professional with 18 years expertise, adept in leading diverse teams to enhance quality, performance and process improvement to deliver top-notch customer experience.
Proficient in handling complex customer issues and promoting positive experiences. Skilled in coordinating documentation and monitoring results. Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
Work History
Customer Affairs Officer
Emirates Airlines
08.2022 - Current
- Address complaints and claims for Emirates SkyCargo, conducting thorough investigations and providing personalized responses to customers. Manage cases to resolution within cargo liability limits, ensuring adherence to service level agreements.
- Collaborate with relevant departments to identify root cause of complaints and consult with key stakeholders on strategic approaches. Audit complaint outcomes and update electronic databases accordingly.
- Analyse data to identify trends and recommend improvements in service and procedures. Communicate sensitive complaints with Customer Affairs Manager and assist with change initiatives. Additionally, prepare comprehensive CAPA reports for Cargo Pharmaceutical complaints in accordance with industry guidelines.
- Acted as controller in absence of managers to support team motivation and task management. Monitored daily workload and team performance against KPIs, addressing any issues with MCA/CAM. Managed sensitive files from Group Insurance and other legal bodies, ensuring timely and accurate responses. Oversaw complaint handling and customer compensation to maintain departmental standards and ensure positive customer reactions.
Customer Affairs Supervisor
Emirates SkyCargo
07.2020 - 08.2022
- Took ownership of customer issues and followed through to resolution; kept records of customer interactions, customer accounts and settlements.
- Initiated continuous improvement by investigating into root cause, recommended potential solutions and implemented corrective actions.
- Led improvement initiatives and business thinking to advance operational efficiencies and decrease repetitive errors by 15%.
- Assisted Customer Relations Manager to identify trends and patterns in Customer Complaints and kept track of next steps & project milestones.
- Maintained KPI's for SkyCargo vendors including 3rd party and GHA with regards to customer audit.
- Collaboration with emiratesdelivers.com business unit to reduce manhours spent in customer claims by 20%
Cargo Operations Supervisor
Emirates Sky Cargo
01.2014 - 07.2020
- Planned, supervised and monitored day to day operational, flight planning and optimization to ensure service compliance objectives and targets for Cargo, Courier and Mail and special products.
- Create load plans for flights based on trim and balance of aircraft for maximum utilization of space within specified time norms without compromising on operational safety standards
- Plan and communicate requirements to build-up teams for Loading of Cargo products for carriage on assigned aircraft in accordance with priorities and volume/payload available, optimum utilization of capacity and revenue generation
- Ensure at all times, that the handling of time and temperature and pharmaceutical shipments demonstrates compliance to the European Union Good Distribution Practice (EU GDP) requirements
Cargo Ops Coordinator
National Air Cargo
01.2011 - 01.2014
- Supervise the cargo operations on ground to ensure optimal efficiencies and productivity, delegating responsibilities to and controlling subordinate staff and GHA/third party contractors as appropriate
- Where appropriate, make recommendations and implement process improvement with GHA
- Resolve problems arising such as delays, disruptions, cargo mishandling and transfer cargo
Cargo Agent
Emirates Sky Cargo
01.2005 - 01.2011
- Plan the loading of the cargo products into ULDs/bulk for carriage on the assigned aircraft in accordance with the priorities given, to achieve optimum utilization of capacity and to ensure that the safety of the aircraft is not compromised and the product quality standards are maintained
Education
BCom in Business Administration - Business Administration
Shobhit University - Informatics Institute
Ajman, U.A.E 01.2010 - 01.2013
Skills
Attention to Detail
Critical Thinking
Problem-Solving
Flexible and Adaptable
Training and coaching
Delegation and Supervision
Interests
- Physical and Mental health
- Outdoor activities
- Travelling
Timeline
Customer Affairs Officer
Emirates Airlines
08.2022 - Current
Customer Affairs Supervisor
Emirates SkyCargo
07.2020 - 08.2022
Cargo Operations Supervisor
Emirates Sky Cargo
01.2014 - 07.2020
Cargo Ops Coordinator
National Air Cargo
01.2011 - 01.2014
BCom in Business Administration - Business Administration
Shobhit University - Informatics Institute
01.2010 - 01.2013
Cargo Agent
Emirates Sky Cargo
01.2005 - 01.2011