ADMINISTRATION & FACILITIES COORDINATOR
Qatar Airways
Total years of experience :21 years, 7 Months
Achievement:
Organized and implemented an efficient workflow system that resulted in significant findings of maintenance checks.
Made significant contributions to Contingency Planning Department in the assurance of readiness of equipment and documentation material.
Commended by management on numerous occasions for the quality and consistency of my performance.
Key Responsibilities:
Reporting to the Senior Vice President - Group Safety & Security while primarily responsible for the coordination of administrative activities in the Group Safety & Security department.
Maintain the Group Emergency Control Centre, Media Operations Centre, Telephone Enquiries Centre, Special Assistance Centre and Deployed Response Group equipment and documentation checks on a regular basis so that a steady state of readiness and accuracy of material is maintained at all times.
Achievement:
Spearheaded ISO 9001:2008 QMS and UL Certification for fire-resistant doors documentation and implementation according to the scope of work resulting to certification to the International Standards.
Key Responsibilities:
Reporting to the Top Management and liaising with Head of Department regarding the performance of the quality management system and advise any improvement
Liaison with customers, suppliers, regulators and other external interested parties, to present the quality system implemented at Starwood Industries and ensure promotion of awareness of customer requirements within the organization
Defining quality procedures in conjunction with operating staff while promoting quality achievement and performance improvement throughout the organization
Achievement:
Created and presented an excellent NCR closure process leading to decrease of outstanding Open NCR, and assurance of timely & effective NCR closure turn-around time.
Effectively prioritized and organized workloads to meet daily and weekly schedules while submitting timely and accurate monthly KPI reports for the General Manager.
Reliable assistant and confidante of auditors and managers for process analysis reports needed for the KPI analysis.
Key Responsibilities:
Initiates and maintains effective communication with Management Representatives/Clients, Auditors and Consultants; develops a system with contact person in all certification areas, to ensure a timely turn-around time for certification plan approval
Achievement:
Conducted effective site visits to check and ensure that documentation is in place following Company’s Standard Operating Procedure, resulting to few minor NCR or observations against Internal Audits and 3rd Party Surveillance Audits.
Earned guarantee commitment to compliance towards Operating Procedure and ISO Certification by building excellent rapport, positive and enthusiastic communication with project management at all levels and direct workers
Key Responsibilities:
Responsible for follow-ups on site acknowledged QMS Audit Reports and closure of NCR, as well as to maintain and update the NCR Register for the Projects
Conduct site visits as advised by the QA/QC Manager and ensure that documentation is in place as per the Company’s Standard Operating Procedure
Assist the QA/QC Manager in all administrative matters of QA/QC Department, assist the QA/QC Team in preparing the Project Quality Plan and Project Evaluation Report for Quality while maintaining an efficient filling system for QA/QC Department
Achievement:
Demonstrated professional attention to detail supplemented by the ability to effectively coordinate with different levels of management and personnel, leading to Appointment of Quality Secretary cum Coordinator(Document Controller)
Key Responsibilities:
Monitor on a daily basis the implementation of the Quality Management System in all departments’ work procedures as directed by the Senior Quality Manager; apply the Quality Policy and Quality Management System established in accordance with ISO 9001 QMS Standards and executes the responsibilities according to the department work procedures while reflecting Emirates Flight Catering Quality Policy
Conduct inspections in F&B Airport Lounges and F&B outside locations covered under the ISO 9001 QMS Certification; Inspect and report the proper recording of all critical points with special emphasis on the Quality Records
Establishing and maintaining a library of reference documents; establishing and maintaining a record of controlled documents on distribution
Achievement:
Progressed from Quality Specialist to Sr. Quality Specialist having demonstrated excellent interpersonal relation work-wise & client-wise
1st awarded of “Service from the Heart” for the Service from the Heart Program of the account and spearheaded the campaign in providing Service from the Heart Calls
Key Responsibilities:
Do quality audit for the specific processes based on parameters defined by the client; conduct regular audit and review of calls based on the monitoring targets and coach the agents to ensure quality adherence and constantly liaise with Operations Manager, Training Manager, and Workforce Manager for interdepartmental concerns and obligations
Define the quality parameters to the agents and define
the scope of improvisation and maintain record then analyze trends of various client-defined key performance parameters. Attend calibration meeting with the client regularly to ensure minimum calibration gap
Conduct Quality Orientation Program for new hires
Achievement:
Promoted from Customer Service Representative to QA Analyst with reputable consistency in providing Excellent Customer Service and Quality Call Handling.
Recognized and commended by customers, clients, supervisors and management for the quality and consistency of my overall work performance
Key Responsibilities
Monitors agents’ calls / email and provide valuable feedback to Operations for improvement; ensuring consistency of quality service excellence to maintain clients’ confidence and loyalty
Set clear performance and quality expectations / parameters for call center agents
Coordinates with other department such as Training, Workforce, Human Resources regarding Quality matters and interdepartmental concerns; Tasked in setting the roster of Quality Analyst in the account