Zainab Alkindi
Dubai,United Arab Emirates
Summary
Accomplished professional with expertise in team leadership and performance monitoring, ensuring effective communication with staff and management. Demonstrates strong systems and applications knowledge, coupled with exceptional customer relations and conflict resolution skills. Adept at handling sensitive cases and possessing extensive baggage case expertise, aiming to leverage these competencies towards enhancing organisational efficiency and customer satisfaction.
Overview
17
17
years of professional experience
Education
Bachelor of Business Administration - Finance
Al Hira Sec. School
Sharjah /2012 - /2013
Work history
Customer Affairs Controller
Emirates Airlines
Dubai, UAE
01.2023 - Current
- Monitored complaint responses and customer compensation to ensure thorough investigations.
- Assessed compensation levels for complaints within authority limits, escalating as necessary.
- Managed sensitive files from Executive Management, NEBs and legal cases, ensuring timely responses and data accuracy.
- Led regular team meetings to discuss performance, share updates, and motivate staff towards objectives.
- Implemented training programmes for new staff, fostering a culture of continuous improvement.
- Facilitated constructive feedback sessions among team members to enhance overall performance.
- Maintained relationships with operational divisions to support timely investigations.
- Represented MCA/CAM in working groups, addressing issues confidently and knowledgeably.
Customer Affairs Officer
Emirates Airlines
Dubai, UAE
01.2013 - 01.2023
- Managed service delivery cases
- Ensuring efficient resolution of baggage complaints.
- Handled claims related to legal/ Insurance baggage issues, streamlining processes for customer satisfaction.
Customer Affairs Assistance
Emirates Airlines
Dubai, UAE
10.2008 - 01.2013
- Complaint file creations
- Servicing files
Skills
- Team leadership
- Performance monitoring and supervision
- Effective communication with staff and management
- Systems and applications knowledge
- Customer relations and conflict resolution
- Baggage case expertise
- Sensitive case handling
Languages
English
Advanced
C1
Arabic
Master or proficient
C2
Timeline
Customer Affairs Controller
Emirates Airlines
01.2023 - Current
Customer Affairs Officer
Emirates Airlines
01.2013 - 01.2023
Customer Affairs Assistance
Emirates Airlines
10.2008 - 01.2013
Bachelor of Business Administration - Finance
Al Hira Sec. School
/2012 - /2013