Zeinab Al Faytarouni

Tel: +971-**-***-****

E-Mail: adm1x8@r.postjobfree.com

Area of Expertise:

Customer Retention Customer Service Expertise Help Desk Management Social Media Management Customer Loyalty Customer Experience Customer Engagement Call Centre Management Team Building and Training Ticketing Sales. Education:

Lebanese University

Bachelor’s in Political and Administrative Sciences. Date of Graduation: July 2005

GPA: 3.7

Employment History:

Etihad Airways Head Office Abu Dhabi, UAE

Guest Relations Manager From 01/16 – 01/20

As a Guest Relations Manager my responsibilities included:

Handled CEO and VP’s complaints escalations.

Collaborated with outside departments to coordinate solutions and retain guest satisfaction.

Consistently handled and managed social media complaints in Arabic, French, and English

Monitored guest services personnel for efficiency and accuracy of response to guest complaints.

Investigated customers’ concerns with stakeholders to identify the service shortfalls.

Restructured lines of communication to make sure customers’ demands were met.

Motivated and rewarded employees to improve engagement.

Liaised with airport within the Etihad network to offer service recovery and assistance for customers to turn around their negative feedback and to maintain high guest satisfaction rates.

Coached and developed associates to improve soft skills and recovery techniques regarding Etihad Guest Miles.

Filed waivers for special or exceptional requests such as compassionate cases, mass disruption due to weather, or security reasons.

Enhanced response and resolution systems to meet changing demands.

Consistently offered personalized recommendations for customers based on detailed conversations.

Hired and trained new employees, demonstrating best methods for serving customers and guests.

Maintained updates related to EY policies to ensure accuracy.

Raised awareness on various regulations like EC261, Montreal Convention, Department of Transport, and other litigation bodies for legal cases resolutions. Etihad Airways Head Office Abu Dhabi, UAE

Guest Relation Supervisor From 01/12 – 01/16

As a Guest Relation Supervisor my responsibilities included:

Managed a team of six and delegated tasks across various departments included but not limited to marketing, legal, and social media.

Handled and managed feedback received from customers through various channels such as website, E-mails, twitter, Instagram, and Facebook.

Ensured all customer complaints and queries are responded and resolved in a timely manner.

Interpreted management directives to define and document administrative staff processes.

Utilized proven problem-solving methods in accordance with company policy to enhance customer satisfaction.

Drove workflow efficiency by streamlining processes and driving improvements.

Entered and maintained departmental records in company database.

Streamlined processes to maximize operational efficiency.

Developed revisions for systems and procedures by evaluating operational practices and identifying improvement opportunities. Etihad Airways Abu Dhabi, UAE

Retail Sales Agent From 01/09 – 01/12

As a Retail Sales Agent my responsibilities included:

Resolved customer requests, queries, and complaints by analysing individual situations and determining best use of resources.

Used airline computer system to create airline tickets and boarding passes.

Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.

Provided follow through on all calls with confirmations and dissemination of requested information.

Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.

Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.

Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.

Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.

Etihad Airways Abu Dhabi, UAE

Call Centre Agent From 01/06 – 01/09

As a Call Centre Agent my responsibilities included:

Resolved customer complaints via phone, email, or live chat.

Provided current and accurate fare, schedule, reservations and flight arrival and departure information to customers.

Provided product and service information to customers and identified upselling opportunities to maintain and increase income streams.

Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.

Provided follow through on all calls with confirmations and dissemination of requested information.

Social work and Certificates:

Amadeus:

Central Ticketing Course

Basic Functionality Course

Sabre

Etihad Airways:

Etihad Reservation Program

Re-issue Workshop

Sales & Reservation-Coral Program

Ephiphany

SAP GUI:

Compensation System

Etihad Guest Miles

CourseEra:

Work Smarter not Harder.

Skills:

Language: Fluent in Arabic, English, and French (speaking, writing & reading). Computer Skills: Proficient in MS Office, AMADEUS, Orion, and Sabre Interests & Hobbies: Jogging, swimming, and travelling. References: Available upon request.

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