Khawla Aref Email & Phone Number

Abu Dhabi Emirate, United Arab Emirates

Lead and manage train crew operations, ensuring smooth daily workflows and efficient service delivery.Develop and write Standard Operating Procedures (SOPs) for various departments, streamlining processes and ensuring regulatory compliance.Oversee crew scheduling, task assignment, and performance management to maintain a high standard of service and safety.Actively involved in cross-functional operations, collaborating with departments such as maintenance, logistics, and safety for continuous improvements.Lead training initiatives for new team members, focusing on safety, operational excellence, and customer service.Participate in risk assessment and incident management, ensuring swift resolution of operational challenges.Facilitate communication between ground teams, station personnel, and leadership to ensure seamless service.Implement and monitor safety protocols and ensure adherence to regulatory standards.Monitor train operations performance metrics, optimizing efficiency and reducing delays.Support the integration of new technologies and systems to improve operational processes.Coordinate with vendors and third-party service providers to maintain and enhance operational capacity.Ensure high-quality customer service delivery through staff coaching and customer interaction management.

Dubai, United Arab Emirates

• Managed media inquiries and expertly designated spokespersons as needed to maintain effective public relations.• Crafted and delivered impactful speeches for public relations purposes and led engaging events to disseminate valuable information to the community.• Coordinated accessibility trips, particularly for People of Determination, to boost their confidence in using public transport.• Provided crucial support for special events, ensuring the smooth flow of passengers through stations and actively managing crowd control.• Collaborated with Customer Service Agents during special service events and unplanned disruptions, maintaining crowd order.• Cultivated strong connections with local community groups, removing barriers to public transport usage and promoting inclusivity.• Delivered safety talks and presentations to primary schools near Metro/Tram stations.• Conducted informative drop-in sessions at local venues to offer valuable travel insights.

United Arab Emirates

• Managed projects related to Point of Sale (POS) systems.• Optimized revenue streams through efficient operational strategies.• Maintained a high standard of service in a dynamic environment.• Developed skills in project management.• Proficient in utilizing POS systems for efficient transaction processing.

United Arab Emirates

• Maintained meticulous records of daily data communication transactions, challenges, and innovative solutions.• Delivered top-notch customer service with a keen focus on safety, reliability, and customer satisfaction.• Engaged with customers, efficiently responding to incidents and upholding revenue protection protocols.

Dubai, United Arab Emirates

• Crafted creative solutions to surpass customer satisfaction, effectively addressing and resolving complex issues.• Expertly channeled unresolved consumer complaints to the relevant departments, facilitating thorough investigation and resolution.• Conducted in-depth market and client surveys to gather essential data on prospective customers, improving service offerings.• Responded promptly to consumer complaints, meticulously collecting data for informed decision-making.• Cultivated robust customer relationships through effective communication, active listening, and adept inquiry skills.

Master Of Business Administration - Mba, International Business

Higher National Diploma, Business Administration And Management, General