Open to opportunities

Maria Sabbah

@mariasabbah

Customer care manager at Qatar Airways who shaped proactive service recovery and made the customer voice heard across departments.

Lebanon

Message

What I'm looking for

I'm looking to resume my professional career after dedicating the last few years to raising a family.

At Qatar Airways, I helped bring the Customer Care team forward as the “Voice of the customer,” working with stakeholders across departments to support the airline’s 5-star promise. As Manager Customer Care & Service Recovery/ Acting Head of Customer Experience, I recommended improvements based on customer issues and coached the Customer Care team to resolve problems and avoid further escalation.

Earlier at Qatar Airways, I delivered a blueprint for proactive service recovery across airports and customer contact points, and helped migrate reactive Customer Relations into a proactive Customer Care function. My career also includes sales roles with British Mediterranean Airways/British Midlands International, British Mediterranean Airways, British Airways and Middle East Airlines. I’m now looking to resume my professional career after taking a break to raise my family.

Experience

Work history, roles, and key accomplishments

Manager Customer Care & Service Recovery

Qatar Airways

Jan 2011 - Dec 2013 (2 years 11 months)

Enhanced the 5-star customer care proposition and acted as the voice of the customer. Led and coached the Customer Care team to meet quality standards and resolve issues proactively.

Customer Service Service Recovery Stakeholder Management Team Leadership Quality Assurance Root Cause Analysis Continuous Improvement

Manager Service Recovery

Qatar Airways

Jan 2009 - Dec 2011 (2 years 11 months)

Delivered the blueprint for proactive service recovery across all customer contact points. Led the migration from reactive Customer Relations to a proactive Customer Care function.

Service Recovery Client Relations Process Improvement SLA Management Customer Experience

Sales Manager

British Mediterranean Airways

Jan 2005 - Dec 2009 (4 years 11 months)

Managed sales and business development, protecting existing accounts and exploring new opportunities. Developed marketing plans and maintained relationships with key customers and partners.

Sales Management Account Management Marketing Business Planning team development Revenue Management

Sales Executive

British Mediterranean Airways

Jan 2003 - Dec 2005 (2 years 11 months)

Conducted sales calls to corporate clients and agents to retain and capture accounts. Delivered training and ensured customer-related issues were resolved.

Sales Client Relations Training Marketing Relationship Management

Sales Executive

British Airways

Jan 1999 - Dec 2003 (4 years 11 months)

Managed sales calls to corporate clients and agents, retaining and capturing new accounts. Delivered training and maintained relationships with suppliers, airlines, embassies, and media.

Sales Client Relations Training Marketing Relationship Management

Sales

Middle East Airlines

Jan 1988 - Dec 1999 (11 years 11 months)

Handled ticketing, reservations, and front office duties. Managed refunds, frequent flyer issues, and sales calls, and served as Deputy Office Manager when needed.

Ticketing Reservations Customer Service Sales Office Management