Summary
Overview
Work History
Education
Skills
Industry Expertise
Affiliations
Languages
Accomplishments
Certification
Other Skills
Timeline
Generic

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, Tanzania
11-2015

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

Similar Profiles

CREATE PROFILE
Zurekha Ahmed