Nazia Ghulam Farid
Dubai
Summary
Results-oriented professional with extensive experience in guest relations and complaint resolution at Marhaba Services. Demonstrated ability to improve airport operations through effective communication and coordination, ensuring seamless transitions for VIP travelers. Dedicated to delivering exceptional service that fosters positive experiences and enhances customer loyalty.
Overview
13
13
years of professional experience
Work History
Senior Marhaba Service Agent
Marhaba Services
01.2023 - Current
- Welcomed executive guests upon arrival and provided assistance throughout their stay.
- Executed check-ins and check-outs, ensuring seamless guest transitions.
- Monitored guest arrivals to deliver personalized service in the lounge.
- Reviewed communication logbook to stay updated on guest needs.
- Answered telephone inquiries promptly and courteously.
- Verified lounge access by collecting invitation cards from passengers.
- Logged guest complaints and escalated to supervisor for prompt resolution.
- Announced flight boarding times to keep passengers informed and on schedule.
Marhaba Services Agent (Sales-office)
Marhaba Services
01.2017 - 01.2022
- Responded to global queries regarding Marhaba Services, enhancing customer satisfaction and supporting organizational goals.
- Managed correspondence through Salesforce and shared mailbox, ensuring prompt responses to enhance customer interactions.
- Coordinated with Marhaba staff, aligning efforts to support organizational objectives and improve service delivery.
- Followed up with third-party clients/vendors, securing timely delivery of requested services to maintain operational efficiency.
- Informing passenger details to flight management unit for seamless transfers and handling.
- Monitoring service ability of equipment, tablets and tetras to meet and assist staff.
- Reviewed and reconciled financial office reports for accuracy and compliance.
- Maintained detailed and accurate records of office assets to support effective inventory management.
Marhaba Services Agent (Meet & Assist)
Emirates Airlines
01.2013 - 01.2016
- Delivered tailored Meet and Assist service to VIP and CIP travelers, enhancing their overall travel experience.
- Welcomed and escorted travelers, facilitating seamless transitions in accordance with administrative guidelines.
- Addressed challenging passenger interactions with professionalism, cultivating positive experiences that promoted customer loyalty.
Education
Bachelors of Arts -
Baha Uddin Zakariya University
Multan, PakistanSkills
- Airport operations management
- Guest relations
- Complaint resolution
- Coordination skills
- Time management
- Safety regulations
- Effective communication
Accomplishments
- Received 3 times Najm Award Certificates for dedication towards work.
- Received appreciations from customer for being polite, courteous and enthusiastic while assisting for the right service bookings.
- Received appreciations from uniform in charge about grooming.
- Received appreciation from duty officers/operations manager with regards to dedication towards my work.
Trainings And Certificates
- Marhaba Customers Experience with Sales Office
- Customer Service Strategy
- Crime Awareness and Prevention - Ground Staff
- Dnata Safety Management System
- Introduction to dnata's Immediate Response Team (IRT)
- Data Subject Access Request -Generic Brief
- Dnata AIBI Assessment
- AVSEC Certification Exam
- Introduction to Spot Review (dnata)
- New marhaba Operation System
- Dnata's Winning Ways
- Marhaba World
- Data Privacy Basics
- Being an Effective Team Member
- Dnata Airport Operation Safety
- The Emirates Hub at Dubai Airport
- PCI DSS - Securing Point of Sale Devices (POS)
- An Introduction to Cybersecurity
- Protecting Payment Card Information
- Dnata Document Management System - Business Users
- Customer Service in the Field
- Innovative Customer Service Techniques
- Creating Positive Conversations with Challenging Customers
- Business Intelligence Tools
- Experience with ERP System
- Problem solving
- Customer Support
- Team Player and Leadership
- Quality Assurance
Languages
Arabic
Native/ Bilingual
English
Full Professional
Timeline
Senior Marhaba Service Agent
Marhaba Services
01.2023 - Current
Marhaba Services Agent (Sales-office)
Marhaba Services
01.2017 - 01.2022
Marhaba Services Agent (Meet & Assist)
Emirates Airlines
01.2013 - 01.2016
Bachelors of Arts -
Baha Uddin Zakariya University