Zainab Darroum

Experience

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  Marjan hypermarket

  Jan 2009 - Jan 2010

  Sales Representative

  • Identifies business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.• Sells products by establishing contact and developing relationships with prospects; recommending solutions.• Maintains relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements.• Identifies product improvements or new products by remaining current on industry trends, market activities, and competitors.• Prepares reports by collecting, analyzing, and summarizing information.• Maintains quality service by establishing and enforcing organization standards.• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.• Contributes to team effort by accomplishing related results as needed.• Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications.• Follow up to ensure that appropriate actions were taken on customers' requests.• Refer unresolved customer grievances or special requests to designated departments for further investigation. Show less

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  Jumeirah Group / Jumeirah Hotels & Resorts

  Jan 2011 - Jan 2012

  Guest service Excutive

  meets guests’ needs and requests, ensuring complete guest satisfaction. Recognizes all repeat and important guests. Establishes and develops personal guest contact, promotes feedback and be consistently proactive in anticipating guest needs and requirements.• Lobby Presence and guest escort• Rooming of guests.• Prepare amenities for arrivals and guest in house• Inspect the rooms of all VIP and Suite guests prior to their arrival at the hotel.• Provide personalized check in to all VIP guests• Updates and maintains all guests’ history files• Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications.• Follow up to ensure that appropriate actions were taken on customers' requests.• Refer unresolved customer grievances or special requests to designated departments for further investigation. Show less

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  Emirates airlines

  Jan 2012 - Jul 2015

  Senior Sales and Customer Service Agent

  - Member of the Emirates Social Media Team where my role and responsibilities included responding to Emirates customer's queries and feedback by means of social media e.g. Face book Emirates Fan Page.- Member of training team coaches where my responsibilities included supervising a team, training of new joiners in a classroom environment, up-training of current staff for new skills and liaising with the training team for updates and implementing of the training plan. Prepared reports and data to be submitted to the training team, quality officers team and management team to show progress of each staff. - Provided back office assistance to provide support roles for the Call Centre like following up with customer reservations, special services and additional requests.- Provide the highest level of service in order to sell Emirates airline tickets and services and to assist customers with managing their travel plans.- Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service.- Highlight to customers the legal requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.- Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, Dubai stopovers and upgraded fares.- Actively involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline.- Took escalation of calls on a subject matter expert level and supervisory assistance to provide a satisfactory conclusion and solution to Emirates customers. Show less

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  Freelancer

  Jul 2016 - Apr 2018

  Manager
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  Dubai Municipality

  Jan 2018 - now

  Office Administrator