Experience

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  Gerry's dnata

  Jun 2017 - Dec 2021

  Baggage services executive

  I have extensive experience working with major airlines such as Emirates, Etihad, Turkish Airlines, Saudia, Air Arabia, Fly Dubai, China Southern, Jazeera Airways, and Virgin Atlantic. My responsibilities included tracing lost baggage using World Tracer, a skill I have mastered and for which I hold the "Baggage Services Skills" certificate. I was trained by the renowned World Tracer expert, Madam Julie.Key Responsibilities:Baggage Claims Oversight:Manage baggage claims, including lost, damaged, or delayed luggage. Ensure timely and accurate resolution. Monitor baggage handling daily, track missing luggage using airline systems, and investigate customer complaints. Compile detailed reports and send them to the Airline Manager as needed. Customer Relations and Communication:Work with the Customer Relations team on escalated cases, ensuring settlements comply with airline policies and regulations. Monitor the Airline Customer Relations to address baggage-related complaints. Keep passengers informed about their claims and lost luggage status, coordinating with the finance department for timely compensation.Trend Analysis and Reporting:Analyze baggage claim trends to identify recurring issues. Prepare reports for management, suggesting preventative measures. Create detailed monthly reports on baggage services for management.Escalation and Support:Escalate unresolved or complex cases to the Ground Operations Manager and other relevant departments as needed. Support the Ground Operations Manager with additional duties to contribute to overall operations. Show less

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  Coltivare strategia

  Jan 2021 - now

  Senior bookkeeper

  Bookkeeper with a passion for leveraging QuickBooks to streamline financial operations. Started in January 2021 and have continuously expanded my expertise in all facets of QuickBooks. I am eager to apply my skills to optimize financial processes and contribute to a company's financial success.

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  Mindbridge

  Jan 2022 - Mar 2024

  Customer service representative, quality & cx analytics

  I specialize in Customer Service, Quality and Customer Experience (CX) Analytics. My proficiency lies in leading cross-functional teams to implement continuous improvement initiatives, enhancing product quality, and optimizing customer satisfaction. With a robust background in data analysis, I develop key performance indicators (KPIs), conduct trend analysis, and identify root causes. Additionally, I excel in effectively communicating insights to stakeholders and implementing actionable strategies to address quality issues and enhance the overall customer experience. Show less

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  Us mobile

  Dec 2024 - now

  Product experience analyst