ZENESHA ANN ROSARIO
Dubai,UAE
Summary
Customer-focused professional with over 8 years of experience across insurance, hospitality, customer service, and aviation-related training in the UAE and India. Experienced in delivering high-quality customer and guest service, handling complaints and enquiries, supporting passengers, and coordinating with internal teams. Aviation-trained with knowledge of emergency and safety procedures, passenger service, first aid, aviation medicine, and boarding and deplaning procedures. Fluent in English, Hindi, and Bengali, with a professional, adaptable, and service-oriented approach.
Overview
3
3
Languages
1
1
Certification
14
14
years of post-secondary education
10
10
years of professional experience
Work history
Insurance Specialist-Medical & Life
PWS GULF INSURANCE BROKERS LLC
Dubai, UAE
2021.05 - Current
- Provide customer service and operational support across Customer Service, Sales, and Operations functions.
- Manage customer enquiries in high-volume environments and provide timely and professional responses to questions and concerns.
- Handle insurance enquiries from quotation through policy administration and renewal, supporting customers throughout the service journey.
- Coordinate client meetings to review changes in circumstances and assess evolving coverage needs.
- Maintain accurate customer information and perform data entry and customer profile updates.
- Support operational compliance procedures and practices designed to promote consistent service quality and regulatory diligence.
- Streamline administrative processes to improve team efficiency and maintain organised customer records.
- Apply knowledge of insurance regulations and policy administration procedures when supporting customers and internal operations.
Telephone Operator & Guest Relations Agent
RODA AMWAJ SUITES
Dubai, UAE
2018.03 - 2021.05
- Delivered professional guest service and handled high-volume inbound and outbound calls using a multi-line telephone system.
- Managed guest enquiries, complaints, and service requests, resolving issues professionally to support customer satisfaction and retention.
- Facilitated reservations and provided accurate information about company products and services.
- Coordinated with relevant departments to ensure guest requests and enquiries were directed and handled efficiently.
- Maintained accurate records of customer interactions and performed data entry and administrative file management.
- Used Opera PMS to support guest services and maintained organized reports and records in designated folders.
Internship of Airport familiarization program
Kazi Nazrul Islam Airport
Durgapur, India
2017.09 - 2017.09
- Supported passenger check-in procedures while maintaining accuracy and following applicable airline requirements.
- Assisted passengers with special needs, including elderly and disabled passengers, to support a smooth and inclusive travel experience.
- Promoted premium airline services and memberships to passengers.
- Provided passenger assistance and customer service during airport operations.
Aviation course
iLEAD
Kolkata, India
2017.01 - 2017.06
- Completed training covering aircraft types, emergency and safety procedures, communication, coordination, customer service, aviation medicine, first aid, flight reports, and emergency exits.
- Developed knowledge of passenger safety procedures during boarding and deplaning.
- Applied critical thinking and problem-solving skills to evaluate situations and select appropriate solutions.
- Strengthened passenger service skills by responding promptly and professionally to enquiries.
Education
Indian Certificate of Secondary Education (Class X) - Commerce
Loreto House School
India 2002.01 - 2013.03
Indian School Certificate (Class XII) - Humanities
Loreto House School
India 2013.03 - 2016.03
Windows, Microsoft Word, Excel, PowerPoint and Internet Applications
Computer Learning Course
India 2014.04 - 2014.07
Skills
- Insurance Operations
- Customer Retention
- Data Entry and Record Management
- Documentation and Report Preparation
- Administrative Support
- Team Coordination
- Communication and Interpersonal Skills
- MS Office
- Opera PMS
- Passenger Service
- Airport Operations & Aviation Safety and Emergency Procedures
Languages
English
Native
Bengali
Fluent
Hindi
Fluent
References
References available upon request.
Certification
- Turning Point Computer Learning Institute – Certificate of Completion.
- ILead – Certificate of Completion.
- ICA Certificate in Financial Crime Compliance for the Insurance sector in the UAE
Timeline
Insurance Specialist-Medical & Life
PWS GULF INSURANCE BROKERS LLC
2021.05 - Current
Telephone Operator & Guest Relations Agent
RODA AMWAJ SUITES
2018.03 - 2021.05
Internship of Airport familiarization program
Kazi Nazrul Islam Airport
2017.09 - 2017.09
Aviation course
iLEAD
2017.01 - 2017.06
Windows, Microsoft Word, Excel, PowerPoint and Internet Applications
Computer Learning Course
2014.04 - 2014.07
Indian School Certificate (Class XII) - Humanities
Loreto House School
2013.03 - 2016.03
Indian Certificate of Secondary Education (Class X) - Commerce
Loreto House School
2002.01 - 2013.03