Zhanar Omarova
Abu Dhabi
Summary
Dynamic Senior Concierge with proven success at Miral Destinations LLC, excelling in omni-channel management and customer satisfaction. Expert in CRM systems and process improvement, I consistently surpassed KPIs while enhancing guest experiences. A people-centric leader, I foster team growth through coaching and collaboration, driving operational excellence and revenue optimization.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Concierge & Call Center Executive
Miral Destinations LLC
Abu Dhabi
12.2020 - Current
- Lead daily customer interactions across omni-channel platforms (phone, chat, email, social media, and face-to-face), handling 50–90 inquiries per day while consistently surpassing KPIs.
- Provide sales and concierge support for Yas Island and Saadiyat Island attractions, including Louvre Abu Dhabi, Ferrari World, Warner Bros. World, Yas Waterworld, Clymb Abu Dhabi, and hospitality/VIP experiences for the Abu Dhabi Grand Prix.
- Mentor and support colleagues through real-time coaching, knowledge sharing, and escalation handling, fostering a positive work culture aligned with company values.
- Utilise CRM tools (Genesys 360, Sprinklr, Travel Box, BOS VIVA, Tunnel 3) for call campaigns, sales management, and performance tracking.
- Collaborate with management to prepare performance reports, and recommend operational improvements.
Guest Services Associate
Miral Experiences LLC – Warner Bros. World Abu Dhabi
Abu Dhabi
01.2019 - 01.2020
- Delivered front-line concierge services to international guests, ensuring a seamless and memorable park experience.
- Assisted with ticket sales, upselling additional products, and processing payments via BOS Viva system with high financial accuracy.
- Anticipated and addressed guest needs proactively, resolving inquiries and enhancing retention.
- Consistently maintained high guest satisfaction ratings through professional service delivery.
Education
College Degree - Accounting & Audit
Shymkent Economic College
Shymkent, Kazakhstan01.2018
Skills
- People-Centric Leadership & Coaching
- Omni-Channel Concierge & Contact Centre Management
- Customer Relationship & Satisfaction
- Guest Experience Enhancement
- Sales & Revenue Optimisation
- Process Improvement (Lean Six Sigma, Kaizen)
- CRM Systems: Genesys Workspace, Sprinklr, Travel Box, BOS Viva, Tunnel 3
- Reporting & Performance Analytics
Certification
- Lean Six Sigma Green Belt, In Progress, 2025
- Microsoft Office Specialist
- Change Management, Luxury Service
Accomplishments
- Supported cross-functional concierge operations (Yas Concierge, Saadiyat Concierge, B2B partners) with consistent service excellence.
- Contributed to Miral’s industry-leading customer satisfaction ratings through proactive problem-solving and guest-focused service delivery.
- Winner of 2 Flash Awards ''Agile'' & ''Fearless''
Languages
Russian
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Senior Concierge & Call Center Executive
Miral Destinations LLC
12.2020 - Current
Guest Services Associate
Miral Experiences LLC – Warner Bros. World Abu Dhabi
01.2019 - 01.2020
College Degree - Accounting & Audit
Shymkent Economic College