Shaza Khan
Dubai,UAE
Summary
Results-driven Senior Service Representative with over 7 years of experience in aviation and customer service operations. Skilled in data analysis, negotiation, operations management, customer relationship management and process optimization. Known for delivering high-quality service, ensuring regulatory compliance, and maintaining smooth day-to-day airport operations. Seeking to leverage analytical, operational and customer relationship management expertise in a dynamic team.
Overview
10
10
years of professional experience
Work History
Aftersales Call Center Executive
Al Futtaim Group
Dubai
01.2023 - 05.2025
- Handled incoming queries for effective customer service.
- Delivered exemplary customer service, enhanced company reputation.
- Trained staff to enhance customer service skills.
- Solved customer complaints tactfully, preserving company reputation and trustworthiness.
- Utilised CRM tools effectively for efficient management customer queries, complaints and resolutions.
Quality Analyst
Al Futtaim Group
Dubai
01.2022 - 12.2022
- Ensured high customer satisfaction by monitoring and assessing call center interactions.
- Collaborated on development of quality policies, leading to increased standardisation or procedures across the call center.
- Ensured team compliance with developed quality standards to maintain high quality service levels.
Administrator
DGM/RFEYE
Dubai
01.2021 - 12.2021
- Dangerous Goods Management
- Employee Training
Call Center Manager
Nstyle International
Dubai
12.2020 - 01.2021
- Call Center Management
- Revenue Optimisation
- Social Media Customer Service
- Management of Call Center Resources
Senior Airport & Operations Agent
Emirates Airlines
Dubai
01.2015 - 07.2020
- Monitored daily operations, ensuring adherence to airline and airport standards consistently.
- Managed emergency situations swiftly, minimising disruption to airport operations.
- Facilitated smooth airport operations liaising with air traffic controllers to receive and disseminate flight information to airport users.
- Coordinated with airport personnel, provided efficient baggage management service.
- Provided prompt response to airport emergencies, ensuring minimal disruption.
Education
IGCSE -
Grammar School
/2011 - /2012
Skills
- Customer Service Excellence
- High Attention to Detail
- Team Building and Management
- Emergency & Irregular Operations Handling
- Claims and Dispute Resolution
- Communication & Interpersonal Skills
- Multi-system Operations (MARS Airport System, ABC Airport System, Zoho CRM, Genesys Workspace, SAP))
Languages
English
Native
Urdu
Native
Timeline
Aftersales Call Center Executive
Al Futtaim Group
01.2023 - 05.2025
Quality Analyst
Al Futtaim Group
01.2022 - 12.2022
Administrator
DGM/RFEYE
01.2021 - 12.2021
Call Center Manager
Nstyle International
12.2020 - 01.2021
Senior Airport & Operations Agent
Emirates Airlines
01.2015 - 07.2020
IGCSE -
Grammar School
/2011 - /2012
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