Cindrella Dsouza
Specialist in Customer Service, Operations and experienced AdministratorI am seeking an excellent job opportunity in customer service, daily operations or administration department, as I have the skills, knowledge and experience that meet the job requirements. I have served British Airways at Dubai International Airport in various facets within the company for over 14 years supervisor in customer service and flight operations and I have recently worked as administrator with DIFC Authority – Procurement department on temporary term and I am happy to mention some of my achievements in career:
- More than 15 years of experience in organizational leadership and relationship building with clients and team members.
- Overseeing and managing the daily flight operations which involved supervising the ground handling teams of approximately 15-20 staff members working in shifts, serving flight operations at various designated areas.
I am well versed in
- Working with the support team to ensure service level requirements met or exceeded
- Administrative skills - MS Office, Claims processing of customers mishandled baggage, Invoice processing, audit checks and control, champion and on-job Trainer for teams and colleagues in UAE and outstations.
My key skills include:
Managing people with effective Communication and influencing skills
Strong planning and time management skills, Analyzing data and problems,
Effective Stakeholder Management,
Ability to multi-task and deliver stretching objectives in a creative and challenging way,
Using technology, Developing business, Resource Management, Leadership, Public Speaking,
Airport Operations Knowledge, Sound knowledge of UAE visa requirement & schengen visa.
This summary, as well as my resume, cannot adequately communicate my qualifications in-depth; I look forward to meeting with you to discuss why I would be an asset to your organisation. I am available to attend an interview at your earliest convenience by phone on +971502417707 or email.
Thank you for your time, consideration and forthcoming response.
| Last Resume Update | February 14, 2019 |
| Address | Dubai, United Arab Emirates |
| cindrellafernandes24@gmail.com | |
| Phone Number | +971502417707 |
Experience
Administrator on a Contractual / Temporary term
• Project - Extracting data from various procurement related master sheets and from information updated from old systems and compiling it in one document. Also creating, sorting and categorizing material/item and codes for the project of implementation of new system in procurement department.
Customer Care Executive / Administrator on a Contractual term
• Highly multi-tasking by answering vast number of calls, scrutinizing and responding to emails of high profile company/VIP clients and its representative within DIFC entity querying about obtaining and cancellations of UAE visas for employees and dependents.
• Guiding and assisting callers with their queries about UAE visas through DIFC portal, requirements of different visa packages its fees and time-frame.
• Updating clients about the status of their applications and following up on express services application ensuring visa issued in timely manner.
• Checking company visa portal accounts, refunds, and replying to complaints. Follow up to ensure that appropriate actions were taken on customers' request.
• Established and maintained good working relationships with all departments involved in visa process such as immigration personnel and visas issuance officers, immigration staff at front desk, colleagues at call centres, form filing, quality check departments and delivery agents -Aramex.
• Administrative work – checking yearly company contracts are signed and uploaded in the records, requested salary and no objection certificates are approved after complete check of authorized signatories and meeting requirements of its issuance.
Customer Service Executive
• Assisting clients with their queries relating to visa procedures and application.
• Thorough screening of documents.
• Ensuring that all formalities are met with according to standards of the Embassy and Consulate of respective zones.
• Ensuring effective and timely completion of administrative assignments
Customer Service Supervisor - Flight Operations
• Managed & supervised operational activities and ground handling agents comprising of 15-20 staff on a daily basis according to BA procedures/standards and in accordance with the GHA contract and Service Level Agreement.
• Champion and On- Job Trainer for newly recruited staff, coaching about company processes and guidelines for various designated areas in Dubai. Champion for mishandled baggage and claims and training delivered at Islamabad and Muscat airports regarding the same.
• Established and maintained good working relationships with all airport stakeholders and government agencies (customs, immigration, security, police, medical, cargo, ground transport, catering, duty free, courier companies, tour operators and other airline staff).
• Processed of various invoices by checking and approving the same. Ensured correct charges claimed by the supplier as per agreement and resolved discrepancies.
• Routinely promoted the safety processes for each step in the customer experience. Acted as safety coordinator by ensuring the correct practices are used for the duration of the aircraft turnaround. Be alert to potential security threats and risks and initiate appropriate responses when there is a possibility of security being compromised.
• Managed and monitored all duties connected with the lounge and ensured VVIP customers had enhanced pre-flight experience.
• Administrative skills such as Station audit checks, Projects and training executed on baggage process, Business continuity plan during disruptions and Invoice processing.
Customer Service Supervisor - Middle East Baggage Services Call Centre
• Dealt with BA premium and non-premium customers with mishandled baggage queries and claims in ME regions and Pakistan. Conducted pre-flight and post arrival duties, baggage tracing and callouts to customers advising status of baggage and claims. Provided monthly baggage reports and trends for stations such as Abu-Dhabi, Muscat and Islamabad.
• Also assisted the operations team in times of disruption/diversion.
Customer Service Agent – Meet and Assist
• Part of the Gateway Services team that was responsible for Meet and Assist in Dubai, more specifically assigned to assist premium entitled customers with Hotel accommodation during their transit time in Dubai.
• Document checks for any irregularities, validity and fraud. Accountable for ensuring immigration fines are not incurred. Training certificates received by UK and Canadian embassy.
• Performed various others tasks at transfer desks, arrivals etc., during flight operations which included pre-flight and post flight work.
Trainee, Passenger Handling
• Passenger servicing at Check –in, Arrivals, Lounge and Boarding gates – Customer service, dealing with complaints and queries, responsible for ensuring that customers are satisfied.
• Provided meet & assist service to the older / younger children.
• Filing reports of damage and lost baggage & completing post flight and back office duties.
Receptionist cum Administrator at the Company Head Office
• To be the welcoming first point of contact.
• Maintained reception area and meeting rooms ensuring its tidy and replenished at all times.
• Managed visitors and callers by taking messages and providing refreshments as required.
• Coordinated receipt of important documents and efficient distribution to the recipients.
• Managed company emails and distributed appropriately.
• Supported general administration department - such as meeting room diary management, sending letters/faxes, arranging couriers, coordinating deliveries with the driver.
• Scheduled appointments and organize meetings.
Education
Bachelors Degree in Arts majoring in History