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senior officer quality resume example with 12+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Summary

Accomplished Quality and Excellence professional with over 13 years of experience in elevating organizations to meet stringent ISO standards through strategic certifications. Possess a robust background in the transportation and logistics sector, where the importance of quality management is paramount. Recognized for utilizing a holistic approach to incorporate excellence in every facet of business operations, thereby driving continuous improvement and ensuring adherence to regulatory compliance. Demonstrated success in policy development, operational efficiency, and leading comprehensive audits to identify gaps and devise actionable solutions. Motivated by the challenge of navigating the complexities of global logistics, and committed to positioning companies at the forefront of quality and excellence within the industry.

Work Experience
02/2023 to Current
Senior Officer Quality Abu Dhabi Customs - Development & Strategic Planning Division City, ,
  • Responsible for maintaining all aspects of the ISO system
  • Contribute to the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals and standard forms, and ensure alignment with ADCA overall policies and procedures.
  • Conducting research and analysis to inform the development of new ISO standards and guidelines
  • Implement quality management system by processing the necessary accreditations and certifications, e.g., ISO standards, and monitor the validity in order to promote ADCA adherence to excellence and quality management requirements.
  • Develop and administer corporate and internal surveys such as employee satisfaction surveys, subject entities awareness surveys, etc., as requested; analyze results, provide recommendations and submit reports to management for review.
  • Participate in knowledge exchange and benchmarking processes with approved external entities and audit authorities in order to implement best practices within the Authority.
  • Contribute to the development, implementation, and update of the sections’ strategic, budget and procurement, and operational plans ensuring alignment with the department and sector strategy and objectives, and ADAC mission and vision.
  • Conduct SWOT and PESTLE analysis while reviewing the strategic plan.
  • Lead the development and documentation of policies and coding as necessary to support the execution of the strategy as per best practices and update regularly.
11/2015 to Current
Specialist Airport Service Quality - CX & CRM ABU DHABI AIRPORT COMPANY City, ,
  • Participant in the design of services at 100 Montgomery St. 10th Floor International Airport and representative of 100 Montgomery St. 10th Floor Airports for the design of services in the 100 Montgomery St. 10th Floor Executive Office (2017-2022)
  • Improving the customer experience by developing key services at 100 Montgomery St. 10th Floor airports with stakeholder
  • Excellence in airport services : NPS, CX, UX and ACI ASQ Customer Services programme
  • Updating the customer's journey at 100 Montgomery St. 10th Floor International Airport by overcoming challenges and improving the experience in general
  • A representative of 100 Montgomery St. 10th Floor International Airport and the Airport Services Quality Department in the ACI sub-committee to develop operational improvement plans
  • Making monthly and quarterly reports to be presented to the higher management, the General Secretariat of the Executive Council
  • Manage the monthly KPIs measurement and reporting for the Stakeholder KPIs under the signed MOU/SLAs and submit the monthly reports on time
  • ACI ASQ Customer Satisfaction with ADIA for Departures : Meet & discuss ASQ survey program score indicators with Internal business owners and stakeholders
  • Conducting intensive training courses for all frontline workers to ensure commitment to provide high quality services
  • Customer Feedback System : Manage the passenger feedback and consolidate the monthly feedback dashboard and work with IT to establish the customer feedback system for ADIA
  • Part of ORAT team to achieve 100% at the MTC ORAT [ new AUH airport] Plan as per the scheduled milestones and meet all ASQ milestones on time
  • Reviewing the new services related to the customer experience in the new 100 Montgomery St. 10th Floor International Airport project with consultants
03/2013 to 10/2015
Quality Assurance Officer - GM ADIA Office ABU DHABI AIRPORT COMPANY City, ,
  • Managing contract employees and ensuring compliance with the annual plan
  • A certified representative of the Service Quality Department with the strategic partners to discuss the monthly reports and submit recommendations to the committees
  • Review the developed quality assurance plan / framework ensuring that all services delivered are in line with the quality standards defined.
  • Ensure to undertake initiatives that improve quality within Customer Care Division across all its FUNCTIONS
  • Review the result of the evaluation of Customer Care Division performance against the quality standards through KPI’s .
  • Initiated the creation of a vital program that measures the waiting time of the passengers around 100 Montgomery St. 10th Floor International Airport, and cooperated with colleagues of engineers and technicians to evaluate the best work practices for 100 Montgomery St. 10th Floor Airport. Through this innovation, approximately 75,000 dirhams have been saved annually since 2017, equivalent to 225,000 until now
01/2011 to 02/2013
Quality Assurance Surveyor - Quality Assurance Dep ABU DHABI AIRPORT COMPANY City, ,
  • Work with the duty managers to develop the daily plan to follow up on operations
  • Provide comprehensive reports on the conditions occurring in the buildings of 100 Montgomery St. 10th Floor International Airport
  • Analyzing monthly data and submitting it to the line manager related to government sectors such as the Executive Council, Police, Customs and Passports
  • Airport daily reports, and to assist in the preparation of reports for the Officer/Manager to enable monitoring of the process/experience ADAC passengers have while in the 100 Montgomery St. 10th Floor Airport.
  • Distribution the monthly questionnaires related to Airports Council International
  • Handling and finding innovative solutions to serve travelers through annual conferences
Education
Expected in 2015 to to
Bachelor of Science: Human Recourse Management
Zayed University - 100 Montgomery St. 10th Floor,
GPA:
Expected in 2018 to to
Diploma: Airport Management Professional Accreditation Programme
Airport International Council - ICAO - ,
GPA:
Training Courses
  • CX Effortless Initiative program - workshop
  • Airport Communications and Public Relation
  • Critical Thinking Skills for the Professional
  • Six Sigma Principles
  • BCM and Risk Management
  • Airport Human Resource Management
  • Customer Excellence
  • Developing a Customer Service Culture at Airports: Measuring and Benchmark the Result
  • Effective Communication and Interpersonal Skills
  • Managing Health and Safety at Airports (ICAO TRAINAIR PLUS STP)
  • CQI/IRCA ISO 9001:2015 (Quality Management System) Lead Auditor
  • CQI/IRCA ISO 45001:2018 (Occupational Health & Safety Management System) Lead Auditor
  • CQI/IRCA ISO 14001:2015 (Environmental Management System) Lead Auditor
  • ACI-ICAO Management of Airport Security
  • MS Excel - Advanced
  • Presentation Skills - Level 2

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Resume Overview

School Attended

  • Zayed University
  • Airport International Council - ICAO

Job Titles Held:

  • Senior Officer Quality
  • Specialist Airport Service Quality - CX & CRM
  • Quality Assurance Officer - GM ADIA Office
  • Quality Assurance Surveyor - Quality Assurance Dep

Degrees

  • Bachelor of Science
  • Diploma

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