SMITA MOLLA
Head – Counselling and Client Relations
Dubai,,JBR
Summary
A highly motivated and experienced individual with over 12 years of expertise in the Customer Service and Aviation Industry. Seeking a challenging position in a renowned organization to apply acquired professional skills and proficiency. Professional strengths: Demonstrates exceptional organization and meticulous attention to detail. Exhibits excellent verbal and written communication skills. A friendly, outgoing, and adaptable team player with adept time management and exceptional customer service abilities. Capable of effectively managing multiple tasks concurrently. Exhibits strong problem-solving and management skills. Knowledgeable in staff, client, and environmental safety programs and practices. Thrives in a fast-paced office environment. Proficient in making decisions within established protocols and with minimal supervision.
Overview
15
15
years of professional experience
Work History
Head – Counselling and Client Relations
Cocoona Centre For Aesthetic Transformation/Day Surgical Centre, Multi Departmental Aesthetic Clinic
08.2013 - 07.2017
- Conducted friendly and informative counseling sessions with clients, providing clear and concise details about recommended surgeries and preparing them for what to expect.
- Effectively communicated estimates of charges to clients prior to appointments through calls or emails.
- Successfully conveyed company philosophy, policies, and procedures to clients and their families
- Coordinated scheduling of surgeries and appointments with surgeons, nursing, and medical departments, ensuring seamless and positive client experience.
- Collaborated with Insurance department to obtain necessary authorizations and prepared surgery charts.
- Provided non-clinical instructions to clients to manage their expectations and assist with any necessary preparations.
- Prepared monthly reports and made appropriate recommendations for senior management.
- Responded to client needs, requests, and concerns, investigating complaints or problems and escalating them to appropriate channels.
- Facilitated conflict resolution and acted as an intermediary between clients, families & staff.
- Maintained meticulous filing system, handled billing and simple accounting tasks, and performed other clerical duties.
- Ensured all paperwork, consent papers, and financial agreements were properly managed.
- Attended assigned meetings, committee meetings, and conferences as required.
- Assisted with travel and accommodation arrangements for overseas clients when needed.
- Actively participated in departmental growth and development.
- Provided leadership to counseling team, ensuring effective communication and co-ordination.
Front Office In-charge
Cocoona Centre For Aesthetic Transformation/Day Surgical Centre
05.2011 - 07.2013
- Led and supervised front office team to ensure seamless daily operations.
- Monitored and guided front office functions to enhance efficiency and effectiveness.
- Scheduled diagnostic and procedural appointments in timely manner.
- Maintained and updated patient files to ensure accurate and organized records.
- Collaborated with Therapists and Physicians to ensure staff competence and optimal patient outcomes.
- Managed cash collections and transactions with utmost accuracy and professionalism.
- Provided patient care in compliance with clinic regulations and standards.
- Prepared and submitted monthly reports encompassing departmental and client matters.
Purser Flight Attendant
Yemenia
05.2004 - 06.2010
- Ensured complete safety and security on board Yemen Airways flights, upholding airline standards and promoting goodwill.
- Provided comprehensive safety briefings and instructions to Cabin Crew, ensuring their knowledge of safety protocols and service requirements
- Coordinated seamlessly with Cockpit, Cabin Crew, and Ground staff for efficient operations.
- Managed Duty-Free sales on board, ensuring smooth and successful process.
- Demonstrated safety features of aircraft to passengers before takeoff, prioritizing their well-being.
- Conducted thorough safety checks and security sweeps on board, ensuring secure environments for all passengers.
- Assisted cabin crew with in-flight service of meals and beverages, delivering exceptional customer service.
- Aided passengers with reduced mobility, ensuring their comfort and convenience.
- Offered additional support to parents traveling with small children, ensuring pleasant experience for entire family.
- Certified in first aid techniques, ready to aid whenever and wherever needed.
- Collaborated closely with cabin crew to minimize disturbances to passengers, particularly in relation to incidents of air rage.
- Maintained meticulous documentation and reports pertaining to individual flights.
- Reported directly to Captain in Command, overseeing overall safety and service on board flights.
Customer Care/Front Office Executive
Frankfinn Institute of Airhostess Training
04.2003 - 04.2004
- Responsible for rendering useful administrative support to members of customer care team.
- Responsible for documenting all calls with regards to inquiries on courses offered.
- Responsible for call management both inbound and outbound
- Guest/ visitor, dignitary's management, messaging and reminders for concerned officers.
- Data entry for registrations.
- Stationery management, dispatch & courier database management.
- Coordinating with other branch offices / departments- Tracking of all Couriers/letters.
- Attending visitors and other routine administrative work.
Customer Care Personnel
Emami Landmark
08.2002 - 03.2003
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Managed department call volume per day and coordinated department schedules to maximize coverage during peak hours.
Education
High School Diploma -
Nadia Institute of Training
Dubai, UAE10.2010
Diploma - Basic Cabin Crew
Frankfinn Management Consultants
Kolkata, India2002
High School Diploma -
Assembly of God Church
Kolkata03.2002
Skills
- Employee Motivation
- Adaptable and Flexible
- Feedback Acceptance
- Corrective Actions
- Front-End Supervision
- Schedule Coordination
- Team Leadership
- Work Task Prioritization
Additional Information
- Professional Achievements:
- Best Counsellor Award of the year 2016 for Cocoona Day surgical Center (Highest Single Surgery Package of 100,000 AED).
- Highest surgery package for 106,000 AED for single surgery year 2017.
- Certificate of Appreciation by The Chairman of Yemen Airways for Excellent On-Board Services for the year 2008 Certificate of Appreciation by The Director, In-Flight Services for Exemplary Performance and Exceptional Attitude.
Languages
English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Telugu
Elementary (A2)
Arabic
Elementary (A2)
Personal Information
Date of Birth: 22nd August 1983
Indian National
Marital Status: Married
Hobbies include Traveling, Reading, and Singing
Timeline
Head – Counselling and Client Relations
Cocoona Centre For Aesthetic Transformation/Day Surgical Centre, Multi Departmental Aesthetic Clinic
08.2013 - 07.2017
Front Office In-charge
Cocoona Centre For Aesthetic Transformation/Day Surgical Centre
05.2011 - 07.2013
Purser Flight Attendant
Yemenia
05.2004 - 06.2010
Customer Care/Front Office Executive
Frankfinn Institute of Airhostess Training
04.2003 - 04.2004
Customer Care Personnel
Emami Landmark
08.2002 - 03.2003
High School Diploma -
Nadia Institute of Training
Diploma - Basic Cabin Crew
Frankfinn Management Consultants
High School Diploma -
Assembly of God Church
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