ZAINAB MOHAMMAD
Dubai
Summary
Motivated professional with a proven track record of reliability and responsibility. Demonstrates adaptability and teamwork, excelling under pressure to meet tight deadlines. Expertise in problem-solving and collaboration, consistently delivering high-quality results. Focused on continuous improvement and achieving excellence in all tasks.
Overview
21
21
years of professional experience
Work History
Duty Catering Officer–Service Delivery - (NCC)
Emirates Airline
Dubai
12.2019 - Current
- Represent SD-Catering at the Network Control Centre as the 24/7 single point of contact, ensuring safe, compliant, cost-effective, and on-time catering delivery across the Emirates global network.
- Proactively monitor network-wide operations, including the DXB hub, freighters, charters, and A319 operations, making real-time decisions to protect on-time performance and on-board service standards in line with SOPs.
- Develop, maintain, and activate operational contingency and recovery plans with global catering and non-catering stations to sustain performance during disruptions and irregular operations.
- Work with VPNC during both actual and anticipated disruptions to lead recovery planning, optimise catering schedules, and safeguard continuity of on-board service, including effective management of in-flight disruptions.
- Lead the catering response during major operational disruptions, managing third-party caterers to restore normal service quickly, safely, and in line with company standards, while minimising passenger impact.
- Coordinate and execute catering for diverted, recovery, freighter, charter, and A319 flights, including incident investigation and shortfall resolution, to maintain Emirates service standards and operational integrity.
Duty Catering Supervisor – Service Delivery, Inflight Services
Emirates Airline
Dubai
01.2015 - 11.2019
- Conducted performance and compliance audits across global caterers to ensure adherence to GLPs, operational efficiency, and product quality.
- Identified and resolved discrepancies, safety concerns, and stock variances, providing data-driven reports and improvement recommendations to management.
- Designed and maintained audit schedules, dashboards, and monthly reports to track caterer performance and enhance service delivery standards.
- Managed investigations of catering-related incidents, implementing corrective actions and preventive measures to maintain safety and compliance.
Senior Airport Service Agent – Connection Desk
Emirates Airline
Dubai
10.2013 - 12.2015
- Assisted passengers with flight transfers, especially those on separate tickets or connecting through different terminals.
- Issued new boarding passes and provided rebooking support for missed or delayed connections.
- Coordinated baggage transfers and ensured smooth handling for passengers clearing customs.
- Guided travelers between terminals, arranging shuttle transport and offering travel information.
- Managed disrupted flights and misconnection cases, including hotel voucher issuance for layover passengers in Dubai.
Airport Service Agent
Emirates Airline
Dubai
10.2011 - 12.2012
- Managed passenger check-in, boarding, baggage, and travel documentation, ensuring compliance with visa and security requirements.
- Coordinated with flight controllers for seat assignments, last-minute passenger handling, and special service requests.
- Assisted unaccompanied minors and passengers with special needs, ensuring comfort and safe handover at departure and arrival.
- Monitored gate activities to ensure punctual departures and efficient coordination between passengers and ground staff.
Trainee
HSBC Bank
Dubai
02.2011 - 04.2011
- Supported the Guarantees Operations Centre in processing and managing bank guarantees, including applications, amendments, and closures.
- Assisted in identifying, assessing, and mitigating operational risks, ensuring adherence to the bank’s risk management and compliance controls.
- Contributed to supplier contracting processes by helping define service level agreements and monitor operational performance.
- Monitored departmental spending and ensured cost control measures within the guarantees function.
- Dubai
Customer Service Representative
Credit Agricole CIB
Dubai
08.2009 - 08.2010
- Managed contract renewals and account updates efficiently, maintaining accuracy and compliance with internal policies.
- Evaluated financial information and provided concise summaries to support decision-making by management and stakeholders.
- Provided comprehensive administrative support including documentation, record maintenance, and correspondence handling.
- Supported branch targets by identifying cross-selling opportunities and referring clients to appropriate financial products and services.
- Dubai
Customer Service Representative
Tokio Marine & Nichido Fire Insurance Co., Ltd
Dubai
06.2008 - 08.2009
- Assisted customers with insurance policies, renewals, and coverage updates while maintaining accuracy in documentation.
- Processed policy applications and coordinated with underwriting teams for approvals.
- Managed insurance renewals across multiple product lines, processed policy changes, prepared receipts and documentation, and coordinated with clients and underwriters to ensure smooth and timely service delivery.
- Dubai
Quality Assurance Officer
Standard Chartered Bank
Dubai
04.2007 - 05.2008
- Conducted customer satisfaction calls to evaluate service quality and gather feedback.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Monitored service standards and ensured compliance with internal quality procedures.
- Analyzed customer feedback to identify improvement opportunities and enhance service delivery.
- Assisted in setting short- and long-term quality objectives and maintaining performance systems.
- Logged, tracked, and resolved customer complaints promptly to ensure satisfaction.
- Dubai
Staff Clinic Assistant
Dubai Hospital
Dubai
11.2004 - 11.2006
- Recorded and maintained patients’ vital signs and medical information accurately and efficiently.
- Provided front-line assistance by guiding patients through registration, managing inquiries, and ensuring a smooth care process.
- Prepared and updated patient files with personal and health data for evaluation and follow-up.
- Coordinated appointment scheduling and reminders to optimize patient flow.
- Supported clinic operations with administrative tasks including filing, data entry, and record management.
Education
Higher National Diploma - Business Management
Emirates Aviation University
Dubai2017
Skills
- Problem solving
- Critical thinking
- Team collaboration
- Leadership skills
- Time management
- Professional networking
Languages
English
Arabic
Timeline
Duty Catering Officer–Service Delivery - (NCC)
Emirates Airline
12.2019 - Current
Duty Catering Supervisor – Service Delivery, Inflight Services
Emirates Airline
01.2015 - 11.2019
Senior Airport Service Agent – Connection Desk
Emirates Airline
10.2013 - 12.2015
Airport Service Agent
Emirates Airline
10.2011 - 12.2012
Trainee
HSBC Bank
02.2011 - 04.2011
Customer Service Representative
Credit Agricole CIB
08.2009 - 08.2010
Customer Service Representative
Tokio Marine & Nichido Fire Insurance Co., Ltd
06.2008 - 08.2009
Quality Assurance Officer
Standard Chartered Bank
04.2007 - 05.2008
Staff Clinic Assistant
Dubai Hospital
11.2004 - 11.2006
Higher National Diploma - Business Management
Emirates Aviation University