Swalha Ali
Dubai,United Arab Emirates
Summary
Experienced professional with over a decade in hospitality, specializing in guest service, management, and technical support. Proven ability in staff supervision, guest relations, and resolving customer inquiries efficiently. Strong communication skills with a track record of delivering exceptional service across diverse roles Productive individual with strong objective to acquire work experience and gain knowledge from technical support team. Enthusiastic in helping customers set-up accounts and configure network. Adaptable to challenging situations and demanding deadlines.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work history
Genius Admin
Apple
Dubai, Dubai
12.2024 - Current
- Operational Coordination: Systematically prepare and oversee operational activities to achieve timely and successful completion of repairs with a TAT of 87, boosting overall customer satisfaction and workflow efficiency. By equipping team with essential tools, information, and communication.
- Customer Support (RFP):Ensured device retrieval within five minutes, enhancing customer satisfaction.
Coordinated complete Apple service during last Genius Bar visit.
Strengthened client retention with efficient and positive pickup experience. - Inventory Management: In partnership with the operations team, I tracked service part inventory and ordered necessary components, minimizing downtime and ensuring quick turnaround on repairs.
- Issue Resolution:Support customers in resolving service-related issues, actively addressing concerns and delivering customised solutions that elevated overall experience.
- Feedback Contribution: Regularly shared constructive and positive feedback derived from repair room and customer area observations.
Developed a tracking system to highlight service improvement opportunities.Compiled monthly reports for Genius Bar Leaders, promoting team alignment and enhancing customer satisfaction. - Repair Support: Facilitated repair tasks for Genius Bar team, ensuring exceptional repair quality by assisting Geniuses with final testing and overseeing Ready for pickup procedures, customer communication and sustaining optimal TAT for MAC repairs.
- Technical Expertise: Leveraged expertise in troubleshooting to resolve technical issues across Apple products efficiently.
Provided support and knowledge-sharing to newly joined team during RFP processes and appointments. - Product Education: Highlighted ownership opportunities during RFP process, effectively showcasing tailored product and service options.
Guided customers towards optimal purchasing decisions through informed recommendations.
Attended Product zone TE & Pro Meeting to gain insights into support strategies on the floor.
Shared valuable observations aimed at enhancing workflow and customer experiences at Genius Bar which has played a key role in boosting Genius Bar conversion rates.
Technical Specialist
Apple
Dubai, United Arab Emirates
01.2020 - Current
- Provided quick and efficient support for various Apple products, skilled in problem-solving and troubleshooting, personalized support to each customer, rotating through different technical specialties and skill sets.
- Trained and mentored individuals on new and existing ways of providing ongoing technical support.
- Set and implemented technical standards to maximize department efficiency.
- Serviced and maintained equipment to meet technical and operational needs.
- Analyse data and presented insights through informative dashboards, enabling improved technical strategy. ie meeting on-time above 90% when on match up, session duration to be maintained below 18 mins, see more that 5 customer every hour on express etc.
- Technically advised on procurement of new equipment ensuring alignment with existing infrastructure. (ie making sure i inform admins of needed tools to be procured)
- Collaborated on cross-functional teams to deliver comprehensive solutions.
- Resolved challenging technical issues, reducing downtime significantly.
- Troubleshoot operating systems, hardware and software problems to identify root causes.
PA to General Manager
EMAAR hospitality Group
Dubai
05.2019 - 11.2019
- Successfully managed business correspondence, travel arrangements, and financial documentation, coordinated schedules and meetings with high-level executives, experience in hotel licensing and HR-related matters, monitored and responded to guest feedback.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
- Scheduled regular team meetings to discuss business updates, issues and recommendations.
- Prepared and reviewed procedural documents for daily operations.
- Negotiated with vendors and service providers to control corporate expenditures.
- Fostered culture of inclusion and positive rapport through consistent team-building activities and inter-office competitions.
- Identified and implemented improvements to address and resolve office workflow inefficiencies.
Executive Assistant
Nikki Beach Resort & Spa
Dubai
05.2016 - 02.2019
- Provided high-level administrative support to executives in the hospitality industry, coordinated travel arrangements, managed correspondence, created detailed expense reports, screened visitors, prioritized tasks and handled confidential information.
- Made travel arrangements and booked accommodation for executives.
- Kept executives informed of upcoming commitments and responsibilities.
- Facilitated smooth communication between CEO and members of staff.
- Scheduled Board of Directors meetings, assisting with meeting materials, resources and agendas.
- Responded to emails and other correspondence, facilitating positive communication for enhanced business processes.
- Collaborated with admin teams, human resources and finance department on special projects.
- Maintained databases and filing systems to boost team efficiency.
- Coordinated events and conferences, offering support with set-up and resources to guarantee smooth operations.
- Welcomed arriving visitors and directed to appropriate meeting rooms.
- Handled confidential documents securely maintaining privacy and trustworthiness within the firm.
Assistant Guest relation manager & PA to the General Manager
Rixos Hotel Group
Ras al-Khaimah & Dubai
08.2014 - 04.2016
- Ensured the highest level of guest satisfaction, supervised staff, handled administrative tasks, conducted site inspections, interacted with guests, demonstrated excellent leadership skills, handled VIP arrivals and check-ins.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Acted as point of contact for high-level queries and represented team at senior leadership meetings.
- Coordinated cross-departmental collaboration for improved workflow.
- Supervised project timelines for timely completion.
- Facilitated staff training, resulting in better customer service.
- Led and managed administrative staff to maintain smooth daily operations.
Education
Diploma - Diploma
Coast Girls High School
Mombasa 01.2001 - 11.2005
Skills
- Problem-solving
- Communication skills
- Payroll administration
- Knowledge of Opera, Fidelio
- Inventory management
Languages
English
Fluent
kiswahili
Native
Timeline
Genius Admin
Apple
12.2024 - Current
Technical Specialist
Apple
01.2020 - Current
PA to General Manager
EMAAR hospitality Group
05.2019 - 11.2019
Executive Assistant
Nikki Beach Resort & Spa
05.2016 - 02.2019
Assistant Guest relation manager & PA to the General Manager
Rixos Hotel Group
08.2014 - 04.2016
Diploma - Diploma
Coast Girls High School
01.2001 - 11.2005