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Summary

  • Seasoned Group Customer Service Manager with over 8 years in hospitality and retail.
  • Proven expertise in team leadership, customer satisfaction, and operational efficiency.
  • Skilled in problem-solving, conflict resolution, and strategic planning.
  • Seeking to leverage extensive experience to drive success in a dynamic organization.

Years of Experience

8+

Residence

Doha, Qatar

Nationality

Yemen

Work Experience

Al Baladi Holding

Group Customer Service Manager

September 2021 - Now

  • Lead and manage 300+ staff across five branches, ensuring top service standards.
  • Oversee customer service operations and resolve complex issues.
  • Develop training programs and performance improvement plans.
  • Enhance operational efficiency and compliance with company policies.

Souq Waqif Boutique Hotels by Tivoli

Guest Service Lead – Front Office

September 2020 - May 2021

  • Enhanced guest satisfaction through tailored services.
  • Integrated local culture into guest experiences.

The Vyra NH Hotel

Guest Service Night Manager – Front Office

January 2019 - August 2020

  • Oversaw guest services, resolved issues, and improved service quality.
  • Facilitated inter-departmental communication.

Banana Island Resort Doha by Anantara

Guests Relations – Front Office Task Force

August 2016 - November 2016

Skills

  • Customer Service Management

    1. Leadership and Team Management

    2. Customer Relationship Management

    3. Strategic Planning and Execution

    4. Conflict Resolution and Problem Solving

    5. Data-Driven Decision Making

    6. Communication and Interpersonal Skills

    7. Training and Development

    8. Time Management and Organization

    9. Customer Service Technologies

    10. Performance Management and Reporting

Education

Sana’a University

Business Administration - Bachelor of Commerce in Economics

2018 - 2022

British Institute of Academic

English Course - English Course

2010 - 2011

Languages

Language

Arabic: 

Native

Language

English: 

Very Good

Courses and Certificates

Project Management Institute, Inc.

Microsoft Powerpoint Essentials

Reservations Online Academy

Customer Service Foundations

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