Zurekha Ahmed
Doha
Summary
Customer service expert with extensive experience at Qatar Airways, recognized for enhancing customer satisfaction through effective problem-solving and negotiation strategies. Successfully led initiatives that improved client satisfaction and optimized operational processes. Demonstrated proficiency in cross-functional collaboration and achieving results in high-pressure environments, ensuring compliance and operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Qatar Airways
01.2021 - Current
- Strengthened customer relationships by addressing inquiries and resolving concerns promptly.
- Provided accurate information on flight schedules, Privilege Club memberships, and baggage claims.
- Streamlined passenger services through efficient management of reservations, ticketing, and check-in processes.
Front Desk/Administrative Officer
International Optica
01.2018 - 01.2020
- Introduced a structured filing system, enhancing administrative efficiency and decreasing document retrieval time by 40%.
- Managed front-desk operations with a customer-centric focus, resulting in a 30% rise in client satisfaction.
- Coordinated scheduling processes, maintaining accurate calendars and reducing conflicts by 20%.
- Implemented an automated appointment booking system, minimizing manual errors and increasing efficiency by 25%.
- Handled high-volume email and phone inquiries, ensuring prompt responses and improving communication flow by 50%.
Asst. Program Manager
Mulika
01.2016 - 01.2018
- Facilitated program execution by assisting Program Manager with multiple application programs.
- Identified and addressed client needs to enhance customer experience and satisfaction.
- Led cross-functional teams to develop and implement application programs, achieving timely milestone completion.
- Provided strategic technical support to project teams, ensuring adherence to best practices.
- Optimized resource management to deliver projects within budget and on schedule through proactive monitoring.
Education
BA - COMMUNITY AND DEVELOPMENT
ARDHI UNIVERSITY
Dar Es Salaam, Tanzania11-2015
Skills
- Customer experience enhancement
- Customer advocacy
- Problem solving and analysis
- Service innovation
- Process improvement
- Regulatory compliance
- Attention to detail
- Emotional intelligence
- Strategic negotiation
- Customer-centric strategies
- Performance measurement
- Effective communication
- Cross-functional collaboration
- Data analysis insights
- Adaptability
- Conflict management
Industry Expertise
- Customer Experience Optimization
- Customer Advocacy
- Problem Solving and Root Cause Analysis
- Customer Service Innovation
- Process Improvement
- Regulatory Compliance
- Attention to Detail
- Emotional Intelligence
- Strategic Negotiation
- Customer-Centric Approach
- Performance Measurement
- Effective Communication
- Cross-Functional Collaboration
- Data Insights Analysis
- Adaptability
- Conflict Management
Affiliations
- Reading books, volunteering for charitable activities, and traveling are the best customer service staff of the year
Languages
Swahili
First Language
English
Proficient (C2)
C2
Accomplishments
- Best customer service staff of the year
Certification
- Customer Service Experience Certificate
Other Skills
- Change Management Specialist
Timeline
Customer Service Executive
Qatar Airways
01.2021 - Current
Front Desk/Administrative Officer
International Optica
01.2018 - 01.2020
Asst. Program Manager
Mulika
01.2016 - 01.2018
BA - COMMUNITY AND DEVELOPMENT
ARDHI UNIVERSITY