Sonia Gul Khattak
Dubai,UAE
Summary
Dedicated and results-driven professional with over 8 years of experience in customer service, human resources, and administration within the travel and transportation industries. Adept at implementing effective strategies to drive revenue growth, enhance customer satisfaction, and streamline operations. Proven ability to lead high-performing teams, resolve complex customer issues, and ensure compliance with organizational standards. Skilled in CRM systems, team leadership, and fostering strong client relationships. Multilingual, with proficiency in English, Urdu, and Hindi and recognized for exceptional problem-solving and communication abilities. Seeking a challenging role to contribute to organizational success and deliver exceptional service.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Customer service representative
Alnajm Aleali Tourism LLC
Dubai, UAE
09.2021 - Current
- Assisted customers in making informed decisions by providing detailed product information.
- Streamlined processes through efficient record-keeping.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Maintained excellent client satisfaction by providing in-depth support.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Processed and issued refunds, exchanges, and credit notes, providing tailored solutions to customer issues.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Offered friendly, efficient customer service and handled challenging situations with ease.
HR manager
Zoom Star Passengers Transport by Rental Buses LLC
Dubai, UAE
07.2019 - 07.2020
- Developed and implemented recruitment strategies to hire drivers, maintenance staff, administrative personnel, and other key roles.
- Conducted interviews, background checks, and ensured compliance with licensing requirements for drivers.
- Organized onboarding programs for new employees, focusing on safety protocols, vehicle handling, and customer service standards.
- Developed and implemented continuous training for drivers, including defensive driving, vehicle maintenance awareness, and compliance with local traffic laws.
- Please make sure to foster strong communication between drivers, office staff, and management to ensure smooth operations.
- Ensured compliance with labor laws, transportation regulations, and safety standards (e.g., driver working hours, rest breaks, and vehicle inspection records).
- Managed employee benefits such as medical insurance, overtime calculations, and leave management.
Administrative manager
KPK Travels LLC
Dubai, UAE
03.2018 - 06.2019
- Oversaw day-to-day administrative operations to ensure the smooth functioning of the travel agency.
- Managed and oversaw flight, hotel, car rental, and itinerary bookings for individual clients and corporate groups.
- Ensured all customer requests and travel changes are handled promptly and efficiently.
- Ensured compliance with travel industry standards, visa regulations, and company protocols.
- Handled billing, invoicing, and financial reporting for services rendered to clients.
- Ensured the office is well-equipped to handle client meetings and daily tasks efficiently.
Assistant executive
SARHAD Ngo
Peshawar, Pakistan
01.2010 - 02.2018
- Provided logistical support to staff.
- Guided project activities related to the PSDW-H project for office staff.
- Assessed and monitored the activities of field staff.
- Delivered training to volunteers, school teachers, and campaigners on hygiene promotion.
- Conducted training sessions for members of community-based organizations (CBOs).
- Prepared reports on field visits.
- Compiled documents for weekly, monthly, and quarterly reports.
- Responsibilities included setting appointments, arranging meetings, maintaining calendars, copying files, entering data into computer systems, and tracking payments.
Internee Customer Relationship Officer
Dubai Islamic Bank
Peshawar, Pakistan
08.2009 - 09.2009
- Advised customers on suitable banking services, including loans and credit cards.
- Managed customer bank accounts, which included opening and closing accounts, as well as overseeing transactions.
- Resolved issues related to banking services and account management.
- Referred clients to in-house financial experts when necessary.
- Proactively reached out to potential customers to generate new business.
Education
Master of Philosophy - Economics
Sarhad University of Science and Information Tech.
Pakistan 09.2015 - 03.2018
Master of Education - Education
University of Peshawar
Pakistan 06.2014 - 09.2015
Master's degree - Economics
Institute of Management Sciences Peshawar
Pakistan 04.2012 - 08.2014
Skills
- Customer portfolio development
- Microsoft Office proficiency
- Record-keeping
- Relationship Management
- Report preparation
- Customer engagement
- Call center experience
- Positive attitude
- Technical communication
- Critical-thinking
- Public speaking
- Report-writing
- Project management knowledge
- Telephone etiquette
- Excel proficiency
- Data entry accuracy
- Negotiation proficiency
- Multitasking efficiency
- Time-management
- Leadership training
Languages
English
Advanced
Hindi
Elementary
Urdu
Fluent
Certification
● "Logic and Critical Thinking" certification offered by Institute of Management Sciences Peshawar 2008.
● "Community Management Skills" workshop held by SARHAD NGO at SS Club Peshawar 2010.
● "Pakistan Safe Drinking Water and Hygiene Promotion Project" held by USAID 2010.
● "OFFICE MANAGEMENT" certification offered by Hitech Degree College 2003.
● "Global Prosperity through Research and Innovation" certification offered by Sarhad University 2016.
● Driving License (Expiry: June 2028).
References
References available upon request.
Timeline
Customer service representative
Alnajm Aleali Tourism LLC
09.2021 - Current
HR manager
Zoom Star Passengers Transport by Rental Buses LLC
07.2019 - 07.2020
Administrative manager
KPK Travels LLC
03.2018 - 06.2019
Master of Philosophy - Economics
Sarhad University of Science and Information Tech.
09.2015 - 03.2018
Master of Education - Education
University of Peshawar
06.2014 - 09.2015
Master's degree - Economics
Institute of Management Sciences Peshawar
04.2012 - 08.2014
Assistant executive
SARHAD Ngo
01.2010 - 02.2018
Internee Customer Relationship Officer
Dubai Islamic Bank
08.2009 - 09.2009
● "Logic and Critical Thinking" certification offered by Institute of Management Sciences Peshawar 2008.
● "Community Management Skills" workshop held by SARHAD NGO at SS Club Peshawar 2010.
● "Pakistan Safe Drinking Water and Hygiene Promotion Project" held by USAID 2010.
● "OFFICE MANAGEMENT" certification offered by Hitech Degree College 2003.
● "Global Prosperity through Research and Innovation" certification offered by Sarhad University 2016.
● Driving License (Expiry: June 2028).
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