HAYA's CV
Profile summary
Adaptable professional transitioning from Dubai Metro Station Master to Operation Services Support, bringing 32 years of cumulative experience across 8 organizations in transit operations, safety compliance, and stakeholder engagement. Built a foundation in managing station incidents, emergency responses, and staff performance evaluations. Committed to maintaining high standards of service delivery, operational safety, and process optimization.
Career highlights
Station Operations: Directed emergency responses and station incidents, including accidents, medical cases, technical failures, disputes, and evacuations during transit operations.
Staff Development: Conducted staff appraisals and coaching, reinforcing accountability and improving overall performance within station teams.
Professional Credentials: Completed the Emirati Empowerment Program 2025 alongside multiple leadership and professional development courses.
Key skills
Professional experience
Reports to senior operations leadership, overseeing service quality and stakeholder engagement workflows across transit stations. Coordinates cross-functional compliance processes, audit readiness programs, and passenger communication standards.
- Organized stakeholder site visits to secure operational alignment.
- Managed MSS reports through investigations, documentation, and analysis.
- Designed and presented KPI dashboards to display operational metrics.
- Conducted Leadership Tours to identify knowledge gaps and initiate corrections.
Shaped station operational strategy, steering cross-functional team coordination, asset reliability, and revenue activities. Influenced safety standards, service delivery protocols, and emergency response frameworks while aligning contractor compliance and visitor access. Defined staff coaching methodologies to reinforce accountability across multiple operational roles.
- Managed emergency responses and station incidents, including accidents, medical cases, technical failures, disputes, and evacuations.
- Monitored passenger flow and crowd control, ensuring safe and efficient movement during peak hours and special events.
- Conducted staff appraisals and coaching, reinforcing accountability and improving overall performance.
Guided financial sales operations across retail portfolios, managing direct client engagement and regional partner acquisitions while ensuring strict adherence to regulatory compliance frameworks.
- Secured corporate partnerships by negotiating agreements with external organizations to list their businesses with the bank.
- Resolved complex customer escalations and processed digital banking service requests to maintain operational continuity.
- Executed needs-based sales strategies for loans, credit cards, insurance, and investment products to meet revenue targets.
Guided passport checks and traveler documentation processes within the department.
- Checked passports and verified traveler documentation against standard procedures.
- Answered public inquiries and directed visitors to appropriate municipal departments.
- Processed routine administrative documents and maintained filing systems.
- Issued official birth certificates following institutional guidelines and administrative protocols.
- Maintained accurate records of issued documents to support departmental administrative functions.
- Answered incoming customer inquiries through telephone channels to resolve passenger concerns.
- Processed support requests according to standard operating procedures.
- Communicated directly with customers regarding outstanding liabilities to discuss payment resolutions.
- Handled inbound and outbound customer inquiries within the collections department.
- Investigates and documents MSS reports to support service quality improvements and maintain compliance standards
- Prepares client responses to RTA observations and maintains station signage accuracy for passengers
- Directed emergency responses and station incidents, including accidents, medical cases, technical failures, disputes, and evacuations.
- Monitored passenger flow and crowd control to ensure safe movement during peak hours and special events.
Education
Media & Mass Communication (International Relations)