Developed and led the execution of the service quality strategy for the commercial department at Dubai Airports to drive continuous improvement in customer satisfaction levels. Conducted regular evaluations of service quality through quantitative metrics and qualitative customer feedback, using the insights to identify areas of improvement and strategic opportunities. Implemented innovative service quality protocols in line with industry best practices to enhance operational efficiency and improve passenger experience. Collaborated with cross-functional teams to foster a customer-centric culture, ensuring that the organization's commercial operations are consistently aligned with customer expectations and needs. Directed the resolution of escalated service issues, ensuring swift and satisfactory resolutions while minimizing disruption to operations. Presented periodic reports to senior management, providing insights into service quality performance, customer satisfaction scores, and proposed improvements.

Facilitated inter-departmental communication to align strategies for promoting tourism in Dubai. Liaised with local stakeholders, including government entities and hospitality partners, to foster collaboration and growth within the tourism sector. At the Dubai College of Tourism, I took on the role of Community Outreach Coordinator, where my duties encompassed designing and executing programs to promote the engagement of UAE nationals in Dubai's tourism industry by organizing workshops, seminars, and training programs for career development within the tourism sector. Building partnerships with educational institutions, industry stakeholders, and community organizations to create opportunities for UAE nationals.Marketing and communications - managing social media campaigns and content to increase awareness of the opportunities in the tourism sector for UAE nationals. In addition, I volunteered for one year with the TAC Department to oversee the implementation of COVID-19 protective measures across hotels in Dubai. My role involved conducting on-site inspections to ensure hotels complied with safety protocols and guidelines, by providing hotels with the necessary resources and guidance on implementing effective preventive measures. It also included documenting any inconsistencies or violations, and working closely with hotels to rectify these issues.I am a licensed tour guide in Dubai, proficient in creating informative experiences that showcase the rich cultural heritage and modern attractions of the city.