THUREYA KHALIFA
Dubai,United Arab Emirates
Summary
Detail-oriented professional with expertise in inventory management software, CRM systems, and customer service excellence. Skilled in complaint handling, email correspondence, and staff mentoring, with a strong focus on ethical judgement and service orientation. Adept at time-management and fostering positive client relationships to drive satisfaction and operational efficiency. Committed to leveraging skills to enhance organisational success while maintaining high standards of professionalism.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service Supervisor
EXCELLENCE DRIVING CENTRE
DUBAI, UAE
06.2021 - 12.2022
- Championed company-wide initiative to improve customer experience, resulting in 15% increase in customer retention rates.
- Facilitated smooth transition during software upgrades, minimising disruption to customer service and maintaining operational continuity.
- Implemented customer service protocols that reduced complaint resolution time by 30%.
- Improved communication skills amongst staff through regular workshops and training sessions.
- Coordinated training to improve operations, team morale and customer service.
- Supervised and observed team activities, offering praise and constructive feedback.
- Collaborated with marketing department to communicate promotions and changes in service offerings to customers effectively.
Senior Airport Services Agent
Emirates Airline
Dubai, UAE
05.2010 - 07.2020
- Delivered exceptional check-in, boarding, special services and baggage handling for EK and Code share passengers in line with commercial and safety standards.
- Coordinated with customs and immigration services to ensure compliance with laws and regulations.
- Monitored security procedures, contributing to secure environment for passengers, staff, and aircraft.
- Addressed passenger complaints with empathy and professionalism, restoring confidence in airport services.
- Verified customer passports and documentation to travel.
- Advised customers on specific visa and passport requirements.
Customer Service Supervisor
Dubai Festival City
Dubai, UAE
03.2008 - 11.2008
- Managing customer inquiries and issues.
- Facilitated staff with daily responsibilities.
- Analysed call centre data to identify trends, making strategic adjustments to improve service levels and reduce waiting times.
- Championed company-wide initiative to improve customer experience, resulting in 15% increase in customer retention rates.
- Implemented customer service protocols that reduced complaint resolution time by 30%.
- Coordinated training to improve operations, team morale and customer service.
- Organised regular training updates on data protection and privacy laws to ensure compliance across customer service team.
Call Centre Agent
Australian Visa Application Centre
Dubai, UAE
05.2007 - 02.2008
- Responded promptly to incoming calls.
- Addressing customer inquiries and issues.
- Conducted visa status assessments for clients.
- Processed visa submissions at consulate.
- Monitored call metrics to evaluate performance and identify areas for improvement in call handling processes.
- Managed high volume of customer calls, efficiently handling inquiries and resolving issues to uphold customer satisfaction.
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
Education
Secondary School Certificate - General Studies
Qubaa Scondary School
Mombasa, Kenya 01.1999 - 11.2002
Skills
- Inventory Management Software
- Complaint handling
- Email correspondence
- Ethical judgement
- CRM Systems knowledge
- Service orientation
- Staff mentoring
- Customer service excellence
- Time-management
Languages
English
Arabic
Hindi
Swahili
Custom
I do hereby declare that the above given facts are true to the best of my knowledge and belief.
Certification
Driving Licence UAE
Timeline
Customer Service Supervisor
EXCELLENCE DRIVING CENTRE
06.2021 - 12.2022
Senior Airport Services Agent
Emirates Airline
05.2010 - 07.2020
Customer Service Supervisor
Dubai Festival City
03.2008 - 11.2008
Call Centre Agent
Australian Visa Application Centre
05.2007 - 02.2008
Secondary School Certificate - General Studies
Qubaa Scondary School
01.1999 - 11.2002
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