I am a customer service-oriented professional with strong leadership qualities. With experience as a cabin senior, ground staff, and online teacher, I am passionate about face to face and digital sales, providing excellent customer service, and continuously learning about new technologies and software.
I am a quick learner, a team player, and committed to delivering exceptional results in the workplace.
Overview
13
13
years of professional experience
Work History
Customer Service and Leadership Trainer
Crewpedia
01.2021 - 06.2022
Formulated and delivered lessons, assessing student progress and maintaining a positive learning environment.
Worked with: WordPress, Google Ads, LMS, Microsoft Word, and PowerPoint.
Senior Cabin Crew Member
Emirates Airlines
10.2010 - 10.2020
Briefed the team before flights to ensure everyone was aware of their responsibilities and flight expectations.
Organized and planned for flights, coordinating with other departments and ensuring necessary equipment and supplies were available.
Maintained strict adherence to safety regulations, ensuring the well-being of passengers and crew members during flights.
Documented and reported incidents, complaints, or recommendations to the appropriate department.
Provided feedback to team members on their performance, offering constructive suggestions for improvement.
Ground Staff Member
Qatar Aviation Services
02.2009 - 04.2010
Welcomed, assisted, and boarded passengers, ensuring their safety and comfort.
Maintained a clean and organized area of responsibility.
<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company