Summary
Overview
Work history
Education
Skills
Additional Information
Accomplishments
References
Timeline
Generic
SUMIYA NAZREEN

SUMIYA NAZREEN

Dubai,UAE

Summary

Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work history

Administrative coordinator

Emirates Airlines
Dubai, UAE
07.2025 - Current
  • Improved office efficiency by streamlining administrative procedures.
  • Resolved conflicts swiftly for a harmonious workplace atmosphere.
  • Managed daily office operations whilst ensuring compliance with company policies and regulations.
  • Responded to telephone enquiries.
  • Assisted with payroll operations, tracking time cards and verifying hours for office employees.
  • Maintained detailed administration and office procedures to improve accuracy and efficiency.
  • Exceeded assigned goals by partnering with staff to implement best practices.
  • Managed and resolved employee queries and concerns to create positive workplace culture.
  • Maintained high standards of accuracy and quality in data entry and recordkeeping.
  • Set office policies and procedures to keep team members coordinated.
  • Instructed employees in company policies and procedures, maximising compliance and consistency.
  • Partnered collaboratively with other departments.Collaborated on project management tasks for successful outcomes.

ADMINISTRATOR (CUSTOMER RELATIONS UNIT)

DNATA, Emirates Group
Dubai, UAE
07.2023 - Current
  • Effectively log complaints and compliments pertaining to dnata airport operations maintaining KPI compliance.
  • Conducting case studies on logged complaints closed by departments to ensure accuracy in investigations before responding to customers ( passengers, airline and corporate clients)
  • Effectively managed dnata service feedback and customer relations unit mailbox .
  • Responding to complaints after thorough review of investigation details and engaging with Duty Managers and Duty Controllers if investigations are deemed unsatisfactory, subsequently reopening cases as needed to uphold Emirates' service standards.
  • Assisted passengers , airlines and corporate clients with daily inquiries and addressed incoming correspondence to maintain timely responses.
  • Collaborated with different departments to maintain positive rapport and smooth workflow.
  • Drafted periodic reports to inform upper management on KPIs and operational issues.
  • System knowledge of DMIS, BELT, MACS, NMOS, Salesforce, Microsoft Office.

Customer service agent

DNATA,Emirates Group
Dubai , UAE
07.2015 - 07.2023
  • As front-line representatives of the company, we embody the organization to passengers, delivering exceptional customer service to guarantee a pleasant beginning to their travel journey. Additionally, performed document verification, ensuring seamless check-in and boarding processes while upholding airline protocols , safety and security standards.
  • Handling departure control systems and flight management unit.
  • Undertook the responsibilities as a team leader at check-in and gates to aid in supporting operations.
  • Coordinate between airline and customer in the event of any disruptions or irregularities such as flight cancellations, delays, and downgrades to minimize the impact on customers and operations.
  • Adhere to pertinent safety, quality, and management policies, procedures, and controls to maintain a safe and healthy work environment.
  • Managed work assignments.
  • Provided training and support to new ground staffs for increased team efficiency.

Customer Service Supervisor

Motif Builders
, India
01.2013 - 06.2014
  • Implemented customer complaint response strategies, providing rapid and effective follow up to ensure customer satisfaction.
  • Handled escalated customer queries with continued professionalism, providing timely, effective resolutions.
  • Captured commonly occurring customer questions to expand FAQ website content, resulting in increase in service delivery efficiencies.

Education

B.Tech - Electronics & Communication

M.G University
India

Skills

  • Team work
  • Good Interpersonal skills
  • Problem solving abilities
  • Adaptability
  • Loyal, sincere and diligent
  • Willingness to learn
  • Customer relationship building

Additional Information

  • Have a Degree in Bachelors of Electronics and Communication Engineering
  • Date of Birth :12 Aug 1989
  • Sex:Female
  • Nationality:Indian
  • Languages Known :English, Hindi,Malayalam
  • Visa status:Employment Visa

Accomplishments

  • Received “NAJM” and ' SHUKRAN' awards from managers.
  • Received appreciations from various stakeholders.
  • Passed Dangerous Goods Regulations Assessment with Distinction.

References

References available upon request.

Timeline

Administrative coordinator

Emirates Airlines
07.2025 - Current

ADMINISTRATOR (CUSTOMER RELATIONS UNIT)

DNATA, Emirates Group
07.2023 - Current

Customer service agent

DNATA,Emirates Group
07.2015 - 07.2023

Customer Service Supervisor

Motif Builders
01.2013 - 06.2014

B.Tech - Electronics & Communication

M.G University

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SUMIYA NAZREEN