Apple Basbas Team Leader at Emirates

United Arab Emirates

Team Leader, October 2017 – Present
• To supervise all activities related to the assigned areas on shift to ensure that the team is providing the best services and optimum quality to the customer airlines, in line with Dnata’s standards.
• Plans the distribution and allocation of resources to ensure that the area’s concerned processes and activity are completed within the time required for operations on shift.
• Ensures safety of staff and guides them to work safely by providing support, direction, whilst being a role model for the desired safety behaviors and leading with safety.
• Organizes and supervises the work of a small team on the day of operations to ensure that work is completed efficiently and in compliance with procedures and service standards.
• Leads team of staff on the day of operations, who are undertaking related activities to handle in-coming and outgoing flights as allocated.
• Leads shift briefing of the team, at the start of shift, for the responsibilities on the day of operations, that staff are aware of what is expected of them in line with the SLAs.
• Provides performance feedback from the day of operations, of staff on shift to their respective line managers.
• Ensures that all equipment and devices allocated to the team are used and cared for appropriately
• Conducts safety briefings regularly at the beginning of the shift to ensure that all safety standards are adhered to.
• Intervenes and takes immediate action when there is risk exposure, role models safe behaviors and follows up on corrective actions.
• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
• Ensures implementation of work instructions on the day of operations and compliance to established standard operating procedures.
• Ensures that staff grooming is aligned to Dnata standards and requirements.
• Escalates issues to the Officers on shift to ensure that the proper corrective measures are followed up on.
• Assists in manual handling activities when required.
• Ensures smooth running and serviceability of the relevant support systems and/or equipment, and takes necessary steps in case of failure or breakdown.
• Maintains appropriate records and documentation for the shift in the assigned area.
• Ensures that left behind baggage received for transfer are dispatched to the stations concerned as per the airlines and security procedures.
• Ensures allocated flights are opened/closed and edited as per the defined configuration and the airline specific requirements.
• Regularly updates DMIS with configuration; booked load and actual load of the flight allocated.

Customer Service Agent, March 2016 – October 2017
• To provide a consistent quality service to the customers at any designated area to all passengers at any designated area (check-in; gates; transfer desk; special handling and FMU) that is consistent with Dnata?s high service standards.
• The timely and efficient service provided should be in accordance to the agreed Standard Operating Procedures as well as safety and security standards set by International Civil Aviation Organization (ICAO) and Local Airport Authorities.
• Displays excellent customer service skills in teamwork and understanding to achieve customer satisfaction.
• Strive as part of a dedicated team to avoid complaints and earn compliments.
• Ensures excellent discipline and grooming standards are displayed at all times while on duty.
• Always adhere to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
• Ensures all equipment used at the designated work location is in good working order and report any maintenance requirements to the senior management on duty.
• Reports any irregularity or service shortfall to the senior management on duty to enable service recovery and appropriate corrective action to be taken.
• Ensures that the handling requirements of the various categories of passengers (e.g. unaccompanied minors; young passengers; wheelchair; elderly and passengers with special needs etc.) have been met.
• Attends to passengers and raise reports for mishandled baggage or property irregularity; update systems regularly and respond to passengers queries.
• Control flights (where applicable) through the various DCS by assessing passenger load and amending levels for No Recs/Go Show; staff acceptance; upgrading and downgrading according to the airline specific requirements.

Sales Supervisor, November 2014 – Present
• Manage 20-25 retail staff within a business.
• Coordinates shipping items, pull out request and transfers to inter-locations or warehouse.
• Meet financial objectives, by preparing annual budget and giving staff means/ways to achieve them.
• Follow standard processes and procedures
• Strictly implementing pricing policies.
• Doing virtual merchandising.
• Attend training for product improvement and updates.
• Train staff on excellent customer service.
• Coordinating with Mall Management regarding permit for graphics installation/window graphic installation.
• Ensure hours of operations are in compliance with the law.
• Maintain store’s cleanliness and health/safety measures.
• Preside over staff meetings.
• Handle customer questions, complaints and issues

Customer Service Representative, March 2014 – October 2014
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Upselling and providing technical support regarding triple play (cable,phone and internet service.)
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
• Research required information using available resources
• Follow standard processes and procedures
• Upselling extended warranties about cable services, phone and internet services.

Customer Service Representative, February 2013 – March 2014
• Ensures that operating processes are adequate, functional and conform to business requirements.
• Coordinate with internal and external clients and provide assistance on phone and resolved all queries.
• Manage everyday work activities and inform supervisor appropriately.
• Perform quality check assessment on all processes of various associates.

Product Trainer/Supervisor, February 2011 – January 2013
• Monitors staff knowledge of technical know-how.
• Troubleshooting cash registers and create trouble tickets for back office sales report and inventories
• Implements quality improvement measures for staffs
• Assists customer service/self-pay manager and performs designated duties in manager’s absence
• Serves as a resource to staff by answering questions, assisting with problems, and providing training as necessary
• Identifies short- and long-range plans for resolving the unit’s top opportunity areas
• Introducing product to new clients by giving a background of what we offer.

Customer Service Representative, July 2010 – February 2011
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Troubleshooting operating system issues and how-to questions with application usage
• Identify and escalate priority issues per Client specifications
Customer Service Representative, October 2008 – August 2009
• Techniques and tools to identify technical defects/issues
• Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
• Inbound and Outbound calls regarding cancellation and upgrades.
• Complies with schedule adherence to ensure overall service level targets are achieved.
• Identifies and provides input on unique or recurring customer problems.
• Upselling system, computer parts and peripherals and extended warranty