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Mai Al-Khalidi
Executive Assistant · Customer Service Lead
Skills
Microsoft Office SuiteExpert
CRM Systems (Salesforce)Advanced
Calendar & Travel MgmtExpert
Customer ComplaintsAdvanced
Report WritingAdvanced
Event CoordinationProficient
Education
B.A. Business Administration
University of Dubai · 2016
Customer Service Diploma
ICDL · 2018
Languages
Arabic — Native
English — Fluent (C1)
Versatile administrative professional and customer service lead with 8 years supporting C-suite executives and managing customer-facing operations in the UAE hospitality, healthcare, and corporate sectors. Known for exceptional organisational skills, discretion, and a warm, solutions-driven approach to internal and external stakeholder management.
Emaar Properties · Dubai, UAE
Manage full executive diary for CEO and CFO including complex international travel, board meeting coordination, confidential correspondence, and VIP event logistics for up to 200 attendees. Supported 15+ Board of Directors meetings annually.
Etihad Airways · Abu Dhabi, UAE
Handled 80+ daily passenger interactions across check-in, complaints, and VIP lounge. Maintained 4.8/5 CSAT score over 3 years. Mentored 6 new customer service agents. Won "Service Star of the Month" 5 times.
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4.9/5 CSAT
Customer satisfaction score maintained for 3 years
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Zero Meeting Conflicts
Managed 500+ diary entries for 2 C-suite executives
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Service Star Award
Etihad Airways recognition — 5 consecutive months
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CRM Champion
Led Salesforce adoption for 40-person customer team