Zoya Khan
West Valley City
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Cabin Service Agent
Unifi /Delta Airlines
07.2025 - Current
- Coordinated cabin preparation activities, ensuring compliance with safety and cleanliness standards.
- Trained new staff on cabin service protocols and operational best practices.
- Streamlined supply inventory processes, enhancing efficiency in resource allocation.
- Oversaw cabin crew's adherence to service quality expectations during each flight.
- Streamlined inventory management processes for in-flight amenities such as blankets, pillows, headsets, reading materials, and snacks.
- Completed thorough post-flight inspections of the cabin area to identify any damages or lost items left behind by passengers.
- Increased on-time departure rates by efficiently cleaning and restocking aircraft cabins between flights.
- Demonstrated professionalism when interacting with diverse groups of passengers from various cultural backgrounds.
Customer Service Representative
American Airlines
07.2023 - 09.2024
- Passenger service: Check-in passengers, assign seats, and rebook passengers on oversold flights
- Baggage: Accept, tag, and process checked and carry-on baggage, including verifying size and quantity
- Ticketing: Issue, reissue, and refund tickets, and print tickets
- Reservations: Book, confirm, and change reservations
- Boarding: Perform boarding, including operating the jetbridge and making announcements.
- Customer assistance: Answer questions, resolve issues, and help with lost or damaged luggage.
- Kiosk operation: Assist customers with self-service kiosks, troubleshoot issues, and maintain the machines.
- Travel document verification: Verify passports, visas, and other travel documents for international travel
- Line management: Queue lines based on departure times or assistance needed.
- Safety: Monitor the ticket counter area to ensure safety policies are followed.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Participated in training programs to enhance product knowledge and customer service skills.
Travel Consultant
AirLink Travel Service LLC
12.2009 - 09.2024
- Organized trips for individual, family and business travelers.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Schedules and itineraries and managing accounts and budgets
- Improved workplace productivity by effectively coordinating appointment schedules and itineraries and managing accounts and budgets
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates, increasing repeat business
Prescool Teacher
Iqra School
08.2009 - 08.2015
- Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
- Developed weekly lesson plans and activities to engage children and promote learning.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Designed creative lesson plans that incorporated hands-on activities and interactive learning experiences to foster curiosity and engagement in young learners.
- Ensured a safe and nurturing environment for all students, adhering to health and safety guidelines in the classroom.
- Applied play-based strategies to provide diverse approaches to learning.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Boosted children''s social development by promoting positive interactions among peers through group activities and collaborative projects.
- Monitored students' academic, social, and emotional progress and recorded in individual files.
- Protected children in-class, at recess and off-site with observational skills and positive reinforcement for good behavior.
- Supported students in developing self-esteem and self-confidence.
- Helped new preschool children get used to classes by giving one-on-one support.
Sales Support Assistant
Emirates Airlines Dubai U.A
10.2003 - 05.2008
- Spoke with clients in person, via e-mail and phone to discuss their domestic and international travel plans and provide relevant information in regards to methods of transportation, travel regulations.
- Conducted research and prepared meticulous travel itineraries completed with pricing, accommodation, airfare, transfer, tour and any additional information needed for each trip.
- Made all necessary booking arrangements.
- Updated Travel Agents and commercial houses about fares and prices .
- Conferred with customers to understand needs and make targeted Customer Complain/Baggage Complains.
- Met with customers to discuss and ascertain needs, tailor solutions, and close deals.
- Developed and maintained strong working relationships with airline professionals within assigned territory.
Travel Consultant
Swiss International Airlines
11.2002 - 08.2003
- Made reservations for planned travel, including hotels and airlines Follow up with clients about travel plans and make adjustments as needed Coordinated the use of bonus miles and other rewards that clients wanted to use.
- Organized large-scale events, including conferences and retreats, Resolving scheduling conflicts and other issues.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
Ticketing & Reservation Officer
Bin Harmal Travel Agency Al, Ain
03.1998 - 03.2001
- Researched future travel for the travel agents' clients with limited budgets and altered existing bookings.
- Kept accurate and up-to-date call logs to reflect the resourcefulness of the department staff.
- Was responsible for advising clients about suitable travel options in accordance with their needs, wants and capabilities and helping them plan trips to domestic or international destinations, tours, accommodation, transport, insurance and fares.
- Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
English Instructor
Computer Science Center Al, Ain
05.1997 - 09.1997
- Helped students tp improve their listening, speaking, reading and writing skills via individual and group sessions.
- Promoted skill development in reading, writing, speaking, and listening through various instructional methods tailored to individual needs.
- Adapted lesson plans to accommodate different learning styles and abilities within the classroom setting for optimal comprehension of material covered.
- Cultivated a positive learning environment by fostering open communication, mutual respect, and active listening skills among students.
- Developed lesson plans and adapted curriculum to meet individual needs of students
- Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress reports.
- Developed interesting lectures and educational activities to maximize learning within classroom.
Education
Bachelor of Science (BSC) - Cell Biology And Anatomy
University of Karachi
11-2001
Diploma - Ticketing & Reservation
Science Center Ain-Ain U.A
Skills
- Customer service
- Ticketing procedures
- Travel document verification
- Kiosk operation
- Baggage handling
- Issue resolution
- Reservations management
- Safety compliance
- Communication skills
Accomplishments
Appreciation Letter
Emirates Airline
Bonze Award
Welcome On board Travel& Tourism
Appreciation Letter
Certification
- Certified Skywards Miles Program of Emirates Airlines.
Skills
- Languages Known: English, Arabic, Urdu
Languages
English
Professional Working
Arabic
Full Professional
Urdu
Professional Working
Timeline
Cabin Service Agent
Unifi /Delta Airlines
07.2025 - Current
Customer Service Representative
American Airlines
07.2023 - 09.2024
Travel Consultant
AirLink Travel Service LLC
12.2009 - 09.2024
Prescool Teacher
Iqra School
08.2009 - 08.2015
Sales Support Assistant
Emirates Airlines Dubai U.A
10.2003 - 05.2008
Travel Consultant
Swiss International Airlines
11.2002 - 08.2003
Ticketing & Reservation Officer
Bin Harmal Travel Agency Al, Ain
03.1998 - 03.2001
English Instructor
Computer Science Center Al, Ain
05.1997 - 09.1997
Diploma - Ticketing & Reservation
Science Center Ain-Ain U.A
Bachelor of Science (BSC) - Cell Biology And Anatomy
University of Karachi