Rozana Shalwala
Summary
Motivated and dedicated individual with experience in business development and customer experience. Skilled in communication and interpersonal skills to build strong relationships, loyalty, and enhance the customer's journey. Eager to accept new challenges to fully use my experience and skills for the success and development of the organization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Visitor Journey Specialist
Ministry of Tourism
02.2023 - Current
- Expanding visitors' base by identifying needs, developing solutions, and delivering enhancements to the visitor's journey.
- Researching, analyzing, and conducting deep dives assessments for the visitor journey across each touchpoint, categories, and services.
- Understanding the current state of each service on a national level and deriving enhancement initiatives to reach the target state vision of 2030.
- Coordinating innovative strategies to accomplish objectives and boost long-term goals.
- Communicating effectively, arranging business meetings with all internal and external stakeholders.
- Representing the Ministry of Tourism in governmental committee related to the department.
- Attending conferences and presenting new projects, innovations, strategies, proposals, and recommendations to enhance the visitor's journey.
Customer Journey Specialist
flyadeal
03.2022 - 02.2023
- Defined customer experience, scope, goals and objectives by creating customer journey map and delivering enhancements to customer journey.
- Analyzed and optimized each customer touch points within the customer journey from the initial point of contact to post-purchase support, focusing on the physical and digital interactions each customer has with the organization.
- Worked directly under the head of customer experience and business development to contribute with new products, projects, launches and external collaborations.
- Communicated effectively with all members of the business in line with company culture and guidelines.
- Contributed to commercial roadmap to support airline goals through debate, developments, implementation, initiatives, channels, launches, ancillaries, and products.
- Developed a program and app that measure quality of sales and service, performance and regulatory compliance.
- Mentored, trained, and evaluated participants to enhance delivery of the projects.
Customer Experience Officer
flyadeal
04.2021 - 02.2022
- Contact center officer providing customer assistance and answering customers through social media channels.
- Handling passengers complains through official company website and emails.
- Offering advise and alterative solutions within company policy and procedure along with GACA rules and regulations.
- Working flexible hours: night, weekend, and holiday shifts.
Customer Experience Agent
flyadeal
06.2020 - 03.2021
- Call center agent, answered customers telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Leveraged sales expertise to promote reservations and capitalize on upsell opportunities.
Business Owner
Self Employed
04.2014 - 04.2020
- Provided clients with customer service and sales by supporting and answering clients needs and promoting available services.
- Developed contracts and worked under specific contract under each clients needs.
- Marketed and advertised services via social media to find potential clients.
- Handled and used various photographic techniques, backdrops and lighting equipments.
- Worked with other companies to provide best results and album quality for clients.
- Captured events, occasions, people or objects for arts, memory or commercial use in a professional quality photographs.
Customer Service Representative
Arabian Innovation Construction Company.
05.2014 - 01.2017
- Provided primary customer support to internal and external customers in fast-paced environment.
- Educated customers on promotions to enhance sales.
Education
Professional Diploma in Customer Experience -
The CX Academy
08.2024
Bachelor - English Language And Literature
King Abdulaziz University
Jeddah01.2017
Skills
- Teamwork and Collaboration
- Project Management
- Stakeholder Engagement
- Strategic planning
- Organization and Time Management
- Adaptability and Flexibility
- Customer Journey Mapping
- Creative and Innovative
Certification
- Project Performance Measurement and Management - GLOMACS Training & Consultancy
- Swiss Global Certificate in Hospitality and Tourism Fundamental - Swiss Hotel Management School
- Design Thinking: A Toolkit for Breakthrough Innovation - The Kellogg School of Management at Northwestern University
References
References and certifications are available upon request.
Timeline
Visitor Journey Specialist
Ministry of Tourism
02.2023 - Current
Customer Journey Specialist
flyadeal
03.2022 - 02.2023
Customer Experience Officer
flyadeal
04.2021 - 02.2022
Customer Experience Agent
flyadeal
06.2020 - 03.2021
Customer Service Representative
Arabian Innovation Construction Company.
05.2014 - 01.2017
Business Owner
Self Employed
04.2014 - 04.2020
Professional Diploma in Customer Experience -
The CX Academy
Bachelor - English Language And Literature
King Abdulaziz University
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