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Aarefa Divan

Aarefa Divan

Followers of Aarefa Divan1000 followers
location of Aarefa DivanDubai, United Arab Emirates

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  • Timeline

  • About me

    Customer Experience and Quality Assurance Officer at EMIRATES AIRLINE

  • Education

    • Emirates Aviation College

      2023 - 2033
      Digital Workspace Course

    • Emirates Aviation College

      2011 - 2015
      Emirates Group Supervisory Certificate

    • Emirates Aviation College

      2014 - 2014
      6 Sigma ( LEAN) - Yellow Belt

    • Emirates Aviation College

      2010 - 2011
      Selection Skills Certificate

    • St. Xavier's College

      1993 - 1996
      Bachelors Degree in Arts Bachelors Degree in Arts

    • Trade wings Institute of Management Ltd.

      1994 - 1994
      Diploma in Computer Diploma in Computer

    • Queen Mary School ICSE Mumbai

      1979 - 1991
      ICSE ICSE

    • St. Xavier's College

      1991 - 1993
      H.S.C H.S.C

    • Trade wings Institute of Management Ltd.

      1995 - 1995
      Diploma in International Travel Airline & Hotel Management Diploma in International Travel Airline & Hotel Management

    • IATA Training

      1996 - 1996
      IATA-UFTA Standard Course IATA-UFTA Standard Course

  • Experience

    • Emirates

      Oct 1997 - now

      Excellence in Analysing Quality Assurance requirements and the market for effectiveness, identifying areas of weakness and implementing improvements to increase margins.Strategically look at the business and share process and business development ideas.Relationship Management - Involved in managing the Customer complaints from top management and resolving, closing them.System UAT/Improvements/Best practices to improve AHT and reduce cost per call.Ensure compliance by creating awareness of the procedures and ISO requirements, maintaining/ updating the procedures and assessing compliance with the laid down quality procedures to ensure continuous improvement in service levels and productivity, thereby increasing customer satisfaction.To establish and measure Emirates Contact Centre call quality index on a monthly basis.To review established work procedures (workflow) with the aim to improve service to the customer.EK Group Security SPOC for any fraud investigation/ Skywards Data Integrity SPOC for any investigation and feedback to staffI evaluate trends and do network CX broadcasts, product briefings/workshops/quizzes/1:1 feedbackand coaching sessions.Identifying USPs to promote EK as a market leader and boost sales and revenue generation, specially crucial during our Brand’s post COVID-19 recovery.Using a variety of techniques (auditing, mystery shopping, customer interviews, surveys, ad-hoc etc.), audit and measure service delivery standards, customer engagement and service style across all customer touchpoints. Use customer feedback, data analysis, insights, observations and audio-visual evidence to support findings where appropriate. Make recommendations to senior management for enhancements to the product offering.Undertake research and compile data on industry wide best practices of competitorsUndertake competitor audits of other airlines and service industries through research and mystery shopping. Show less

      • Customer Experience and Quality Assurance Officer

        Oct 2008 - now

      • Team Leader for Business Rewards

        Feb 2008 - Oct 2008

      • Passenger Sales and Service Supervisor

        Jul 2004 - Jan 2008

      • Senior Reservations & Tele-sales Agent

        Oct 1997 - Jun 2004

  • Licenses & Certifications

  • Honors & Awards

    • Awarded to Aarefa Divan
      Najm Award - Bronze Emirates Airline May 2024 In recognition of your support with Training for the Cloud project and managing the Platinum Welcome calls.
    • Awarded to Aarefa Divan
      Najm Award – Merit Emirates Airline May 2022 In recognition of your highest level of support to our internal & external customers. In particular, we would like to acknowledge your professionalism , extreme dedication and hard work during the year2021-22.
    • Awarded to Aarefa Divan
      Najm Award –Appreciation Emirates Airline Jan 2022 For cancelling her leave and coming to support and help the RNCC team over the past few weeks when our colleagues were away on emergency leave
    • Awarded to Aarefa Divan
      Najm Award – Merit Emirates Airline Jul 2021 For assisting the Business Knowledge team to migrate, review and standardize over 1500 articles on knowledge Hub. You worked closely with the team to migrate the articles on time and keeping a timely e midst of pandemic
    • Awarded to Aarefa Divan
      Najm Award – Appreciation Emirates Airline Sep 2020 In recognition of your hard work at our Contact Centre during the year 2019-2020 in building the initial stages of the soft skills modules for our training program which is now included in the Springboard.
    • Awarded to Aarefa Divan
      Najm Award – Silver Emirates Airline Dec 2018 In recognition of your ability to provide the highest level of performance & support to our Platinum consultants. Your commitment and efforts in managing call out process for Platinum members have helped our business achieve a significant improvement
    • Awarded to Aarefa Divan
      Najm Award – Appreciation Emirates Airline Jul 2018 In recognition of your attendance performance during the year 2017-2018.Your dedication and commitment to the team and our Company is commendable.You are a role model for others. Well done for your perfect attendance!
    • Awarded to Aarefa Divan
      Najm Award – Appreciation Emirates Airline Oct 2017 In appreciation to the all the effort spent to launch the Platinum Tier Welcome call.Aarefa supported the training aspect to ensure the staff are comfortable enough to make these call out as well as provide the best experience to our Platinum members.
    • Awarded to Aarefa Divan
      Najm Award – Bronze Emirates Airline Jul 2017 In recognition for your contribution towards continuous process improvement initiatives. Driving a SOA R 2 culture and being a part of some critical syst demand product changes during the year 2016- 2017.
    • Awarded to Aarefa Divan
      Najm Award – Merit Emirates Airline Mar 2017 In recognition of team effort; have acted as floor walkers during the Contact Centre migration to Global Connect Plus Platform and supported the front line staff to ensure a successful transition.
    • Awarded to Aarefa Divan
      Najm Award – Merit Emirates Airline May 2016 In recognition of being Team Champion pre phase 1 launch of MyBC. Attended all training modules to understand both the tool & the new competency frame work. Pre golive became actively involved in the "roadshow" to showcase MyBC. Supported colleagues
    • Awarded to Aarefa Divan
      Najm Award – Bronze Emirates Airline Mar 2012 In recognition of the Quality Team in Dubai played a leading role in developing and implementing a new service style framework for our Emirates Contact Centres.
    • Awarded to Aarefa Divan
      Najm Award – Silver Emirates Airline Sep 2008 For the suggestion to have Business Reward brochures in all the chauffeur cars used by our First and Business class passengers.
    • Awarded to Aarefa Divan
      Najm Award – Bronze Emirates Airline Apr 2008 Worked closely with the E-Commerce & the Learning & Development teams in developing course material in a short time for training EK Group staff on the new Business Rewards programme.