Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
References
Generic
Cathy Jain

Cathy Jain

Doha

Summary

Experienced and dedicated customer service professional with 15 years of success in delivering exceptional service across diverse industries. Specializes in nurturing client relationships, solving complex problems, and consistently exceeding performance goals. Exceptional communication and problem-solving skills, ready to excel in any customer relation role.

Overview

16
16
years of professional experience

Work History

Customer Service Department In-Charge

Al Jazi Real Estate
12.2023 - Current
  • Overseeing daily operations of the customer service department, ensuring efficient and professional support to tenants and clients.
  • Responding to tenant inquiries, service requests, and complaints with a solution-focused and timely approach.
  • Coordinating with maintenance, leasing, and finance departments to ensure seamless communication and prompt service resolution.
  • Supervising and mentoring customer service staff to uphold service quality and maintain responsive client interactions.
  • Managing all customer-related documentation, including lease correspondence, service reports, complaint logs, and follow-up records, with accuracy and confidentiality.
  • Implementing feedback and reporting systems to enhance service standards and drive continuous improvement in customer satisfaction.

Senior Customer Experience Executive

Qatar Airways
02.2016 - 09.2023
  • Delivering exceptional lounge experience to our premium customers. Managed the day-to-day operations, including directing workflow of assigned team members.
  • Drive excellency and create MOM (Moment of magic) for our premium customers. Co-ordination with the Chef on duty ahead of time to ensure NO shortage of food and beverages and refill immediately to ensure customer needs are met on timely manner.
  • Oversee and supervise employees. Ensuring all tasks is carried out in a safe, timely and efficient manner. Scheduling work assignments, setting priorities, and direct work of porters and service team members.
  • Train and assist entry-level staff by helping them improve their product knowledge as well as listening skills, communication and multitasking abilities.
  • Create an inspiring team environment with an open communication culture. Set clear team goals during the daily team briefing and Encourage creativity and risk-taking. Listen to team members' feedback and resolve any issues or conflicts.
  • Make suggestions and recommendations to supervisors / managers in an effort to continually improve customer experience and service operations and employee satisfaction.
  • Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve on time resolution.
  • Assisted customers with choices, identifying their needs and employing product expertise to make appropriate suggestions.
  • Conduct on job training and assistants. Update staff to the latest company policies, escalating critical issues and monitoring queries in line with best practices.
  • Provided friendly, attentive service by promptly responding to customer enquiries.
  • Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
  • Monitored email to promptly collect and respond to complaints. Remained updated on company offerings through regular product.

Immigration Support Officer

Immigration New Zealand (NZ Consultant General)
06.2015 - 01.2016
  • Triage and data entry (Physical and online applications) and File allocation.
  • Collect, arrange and review client documents and data for application submissions.
  • Validate immigration documents, questioning data, and report discrepancies to authorities for further review.
  • Profiling application and Document Check. Identify Fake Documents or any fraud information. Examined financial, tax and other documents for inconsistencies claiming to seek asylum.
  • Investigation of suspicious immigration activity to prevent illegal entry. Analyzed case histories, Investigated accounts of suspected immigration activity.
  • Accurately applies appropriate rules, regulations, precedent decisions, policies and procedures associated with the immigration and National Act.
  • Resolved client inquires through written and oral communication. Worked independently with minimal supervision in a deadline-oriented environment.
  • Maintained the required data electronic system. Receipting (Finance) and create and print labels (Visa).
  • Attending Email and calls of applicant and staff requirement. Performs other miscellaneous tasking.
  • Receive physical and online inbounding application, documents and make data entry into the system. Dispatching completed application to the agents.
  • Interviewed travelers to check and verify entitlements on entering and remaining in the country. investigated accounts of suspicious immigration activity to prevent illegal entries.
  • Maintained thorough understanding of current legislation and travelers' rights.

Customer Experience Specialist

Qatar Aviation Services
11.2009 - 04.2013
  • Great and assist all customers including providing help with check-in, tagging luggage, ticketing changes, rebooking and special service required.
  • Announced and demonstrated safety procedure. Check if any customers holding any Security items. Monitored flight arrival and departure and Follow standard Airline's procedures.
  • Escorting customers, disabled customers and unaccompanied minors from the aircraft and to the aircraft.
  • Managed the receptionist’s area, including greeting customers and responding to their request’s information accordingly.
  • Assist supervisors to create weekly and monthly reports and presentations.
  • Designed electronic file system and maintained electronic and paper files.

Customer Service Agent

Qatar Aviation Services
11.2009 - 04.2013
  • Attend & Assist First and Business Class passengers for other Airlines, and other Co-Operate members.
  • Assists in all inquiries regarding connection with Airlines and with their necessary requirement.
  • Confirm safety, security and hygiene of the lounge.
  • Managed the day-to-day calendar of lounge bookings. Daily check-in and check-out of passengers and attend phone calls, emails and other requirement. Billing and bookkeeping functions which include receiving cash and credit card.
  • Assist and provide training colleagues at the Front Desk and handle a full range of side tasks.
  • Assist supervisors and seniors to create daily, weekly and monthly reports and presentations.

Education

Human Resources Management -

Ferrand Training Center
01.2019

Bachelor - undefined

Sunrise University
01.2016

High school diploma - undefined

SNDT Women's University
01.2008

Microsoft Office Applications - undefined

Computer Station Institute
01.2008

Skills

  • Proficient in Microsoft Office tools and data entry
  • Team collaboration enhancement
  • Team motivation to positivity and practice professional friendly work environment
  • Ability to learn quickly and keep abreast and work under pressure and multitasking
  • Employee development and cultural awareness

LANGUAGES

English
Advanced (C1)
Hindi
Advanced (C1)
Nepalis
Intermediate (B1)

Timeline

Customer Service Department In-Charge

Al Jazi Real Estate
12.2023 - Current

Senior Customer Experience Executive

Qatar Airways
02.2016 - 09.2023

Immigration Support Officer

Immigration New Zealand (NZ Consultant General)
06.2015 - 01.2016

Customer Experience Specialist

Qatar Aviation Services
11.2009 - 04.2013

Customer Service Agent

Qatar Aviation Services
11.2009 - 04.2013

Bachelor - undefined

Sunrise University

High school diploma - undefined

SNDT Women's University

Microsoft Office Applications - undefined

Computer Station Institute

Human Resources Management -

Ferrand Training Center

References

Mr. Roy Thomas

Facility Manager

Al Jazi Real Estate

M: +974 66948737

E: roy.thomas@aljazi.com.qa


Mr. Danny Joel Devkumar

Senior MEO Engineer 

Al Faisal Holdings Company W.L.L

M: +974 - 55127670

E: danny.devkumar@alfaisalholding.com


Mr. Imran Haider

Duty Officer Customer Services

Qatar Aviation Services 

M: +974 55125729

E: haider_mani2006@yahoo.com


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