HADIA KHAMIS
Zanzibar
Summary
Airport Customer Service Agent with Dnata, Emirates Group, recognized for enhancing passenger experiences through effective problem-solving and cross-cultural communication. Proven expertise in managing boarding procedures and resolving customer complaints, resulting in increased loyalty. Demonstrates strong time management skills and commitment to safety in high-pressure environments.
Overview
4
4
years of professional experience
Work History
Airport Customer Service Agent
Dnata, Emirates Group
07.2024 - Current
- Facilitated efficient check-in processes, enhancing overall travel experiences for passengers.
- Coordinated organized boarding procedures, maintaining high efficiency throughout flights.
- Managed wheelchair services, prioritizing comfort and safety for passengers needing assistance.
- Delivered clear announcements via PA system, effectively communicating vital flight updates.
- Resolved customer complaints professionally, fostering increased loyalty and satisfaction levels.
- Maintained a clean work environment by consistently organizing counter area.
- Updated customer information regularly to support high-quality service delivery.
- Supported colleagues during peak hours by taking on additional responsibilities.
TRANSPORT SEVICES Trainee
ZANZIBAR ROAD, TRANSPORT AND SAFETY AOTHORITY
08.2022 - 10.2022
- Acquired knowledge of materials, processes, and programs in a timely manner.
- Engaged in on-the-job training with supervisors and coworkers to deepen understanding.
- Completed training courses to enhance knowledge of industry techniques and processes.
- Supported departmental tasks to gain insights into industry operations.
- Studied road pass provision protocols for effective passenger management.
- Registered passenger vehicle route cards to ensure compliance and tracking.
- Differentiated various types of route cards for improved operational clarity.
Bank Trainee
PBZ People's Bank of Zanzibar
08.2021 - 10.2021
- Demonstrated proactive engagement in learning new materials and processes to enhance knowledge.
- Completed training courses to strengthen understanding of industry standards and workflows.
- Developed comprehensive orientation programs and practical training sessions for new hires.
- Managed risk through diligent monitoring of customer account activities.
- Executed wire transfers, stop payments, and account transfers efficiently.
- Assisted customers with inquiries, providing exceptional service during transactions.
- Educated customers on online and mobile banking applications to improve accessibility.
- Handled diverse tasks, including opening accounts, loan applications, and deposit management.
Education
BACHELOR DEGREE OF INFORMATION TECHNOLOGY WITH ACC - IT WITH ACCOUNTING
THE STATE UNIVERSITY OF ZANZIBAR
Zanzibar, Tanzania12-2023
STUDENT
AL-IHSAAN GIRLS SECONDARY SCHOOL
Zanzibar, Tanzania07-2020
STUDENT
FRANSIC MARIA LIBERMANN SCHOOL
Zanzibar, Tanzania10-2017
STUDENT
MAHENGE ENGLISH MEDIUM PRE AND PRI SCHOOL
Dar Es Salaam, Tanzania12-2013
Skills
- Passenger support services
- Multitasking proficiency
- Time efficiency management
- Problem-solving expertise
- Airport safety knowledge
- Travel document checks
- Emergency readiness
- Interpersonal effectiveness
- Cross-cultural communication
- Conflict resolution skills
- Customer service focus
- Active listening abilities
- Creative problem-solving
- Teamwork and collaboration
Languages
English
Advanced (C1)
Swahili
Bilingual or Proficient (C2)
French
Beginner (A1)
Timeline
Airport Customer Service Agent
Dnata, Emirates Group
07.2024 - Current
TRANSPORT SEVICES Trainee
ZANZIBAR ROAD, TRANSPORT AND SAFETY AOTHORITY
08.2022 - 10.2022
Bank Trainee
PBZ People's Bank of Zanzibar
08.2021 - 10.2021
BACHELOR DEGREE OF INFORMATION TECHNOLOGY WITH ACC - IT WITH ACCOUNTING
THE STATE UNIVERSITY OF ZANZIBAR
STUDENT
AL-IHSAAN GIRLS SECONDARY SCHOOL
STUDENT
FRANSIC MARIA LIBERMANN SCHOOL
STUDENT
MAHENGE ENGLISH MEDIUM PRE AND PRI SCHOOL
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