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
2023.01 - 2025.05
- 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
2022.01 - 2022.12
- 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
2021.01 - 2021.12
- Dangerous Goods Management
- Employee Training
Call Center Manager
Nstyle International
Dubai
2020.12 - 2021.01
- Call Center Management
- Revenue Optimisation
- Social Media Customer Service
- Management of Call Center Resources
Senior Airport & Operations Agent
Emirates Airlines
Dubai
2015.01 - 2020.07
- 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
2023.01 - 2025.05
Quality Analyst
Al Futtaim Group
2022.01 - 2022.12
Administrator
DGM/RFEYE
2021.01 - 2021.12
Call Center Manager
Nstyle International
2020.12 - 2021.01
Senior Airport & Operations Agent
Emirates Airlines
2015.01 - 2020.07
IGCSE -
Grammar School
/2011 - /2012