Marwa Mabrouk
Dubai
Summary
Flight purser with proven leadership and team management expertise. Consistently achieved high in-flight service quality and customer satisfaction through strategic performance management. Focused on enhancing overall team performance via targeted coaching and mentoring. Proficient in training and personnel development to foster a high-performing work environment.
Overview
4
4
Languages
1
1
Certification
20
20
years of professional experience
Work history
Flight purser
Emirates Airlines
2024.12 - Current
- Managed resources through effective leadership to ensure the safety, security and service standards are met.
- Improved cabin crew efficiency and productivity through coaching and mentoring support.
- Developed leadership skills in onboard leaders and team members by providing constructive feedback and monitoring performance.
- Drive customer satisfaction by upholding hospitality standards and actively promoting airline products.
Cabin Supervisor - Service delivery
Emirates Airlines
Dubai, United Arab Emirates
2016.09 - 2024.11
- Manage onboard performance to ensure crew members are delivering best inflight experience to customers.
- Maintain excellent customer satisfaction by managing complaints and concerns calmly, professionally and in-line with company policies and procedures.
- Support product development and catering departments through effective data and feedback gathering by maintaining accurate reporting system.
- Conducted specific pre-flight safety briefings to ensure standards are applied and highest level of customer and staff safety at work place is maintained.
Part time trainer - Development program
Emirates Aviation college
Dubai, United Arab emirates
2019.12 - 2021.06
- Attended learning and development activity, aligned with key part time trainer program objective.
- Worked closely with trainer selection team to complete necessary program materials and projects.
- Attended several observation sessions.
- Successfully completed facilitation assignment in service training.
Cabin Crew
Emirates Airlines
Dubai, United Arab Emirates
2011.08 - 2016.09
- Deliver high quality service to customers onboard.
- Consistently complying with airline health, safety and security standards.
- Follow company regulations and rules to promote safe environment for travellers and employees.
- Responded to customer queries and provided excellent customer service.
Product Development Officer
International Arab Bank of Tunisia
Tunis, Tunisia
2008.06 - 2010.06
- Analyse customer data and market trends to come up with best product offerings.
- Collect and analyse data and communicate with stakeholders for product development opportunities.
- Participate in department meetings to discuss new ideas for upcoming products and services.
- Monitor new products launch and gather feedback to ensure quick interference when needed.
- Collect feedback from front line employees to find products enhancement opportunities.
Customer Relationships Officer
Maya Travel agency
Tunis - Paris, Tunisia
2006.07 - 2007.11
- Offer exemplary service to new and existing clients, helping to build lasting relationships and secure new travel plans.
- Conduct customer surveys and recommend ways of improving customer satisfaction.
- Collect and share feedback with stakeholders to increase understanding of business strengths and weaknesses and identify improvement possibilities.
- Promoted new and updated services to increase customer retention.
Education
MBA in Global Business Administration - Business Administration
University of Wales
United Kingdom 09/2014 - 08/2016
Bachelor’s Degree - Economy and Management
College of Advanced Business Studies
Tunisia 09/2007 - 06/2010
Baccalaureate - Science and Mathematics
Al Sadikya High School
Tunis07.2007
Skills
- Interpersonal communication
- Effective problem solving
- Customer service And hospitality
- Coaching and mentoring
- Performance management
- Resource management
- Adaptability and cultural awareness
- Training and facilitation
- Inspirational leadership
Languages
Arabic
Native
English
Fluent
French
Fluent
Spanish
Intermediate
Certification
Coaching skills for Leaders and Managers- LinkedIn Learning
Coaching employees through difficult situations - Linkedin Learning
Leading and working in Teams - LinkedIn Learning
Mentoring Others - LinkedIn Learning
Accomplishments
Emirates Group Reward and Recognition program - Najm Merit for exceptional customer handling.
Emirates Group Reward and Recognition program - Appreciation Najm Award in recognition of exceptional safety conscious attitude and professionalism.
Timeline
Flight purser
Emirates Airlines
2024.12 - Current
Part time trainer - Development program
Emirates Aviation college
2019.12 - 2021.06
Cabin Supervisor - Service delivery
Emirates Airlines
2016.09 - 2024.11
Cabin Crew
Emirates Airlines
2011.08 - 2016.09
Product Development Officer
International Arab Bank of Tunisia
2008.06 - 2010.06
Customer Relationships Officer
Maya Travel agency
2006.07 - 2007.11
Bachelor’s Degree - Economy and Management
College of Advanced Business Studies
09/2007 - 06/2010
MBA in Global Business Administration - Business Administration
University of Wales
09/2014 - 08/2016
Baccalaureate - Science and Mathematics
Al Sadikya High School