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Work History

QATAR AIRWAYS

Jan 2015Dec 2015

E-Commerce Help desk Support.

 Providing exceptional and excellent customer experience and timely resolving customer enquiries online in a professional and friendly manner.

Advanced knowledge on the product extensively in order to offer precise a dvi s e to customers in accordance to their needs and expectations.

Work to fix not only the immediate issue but also the underlying problems and proactively documenting and escalating them to various and respective departments for further action.

Responding resourcefully to the change and maintain confidence and stability in handling multiple tasks in order to deliver constructive outcome.

Developing excellent interpersonal relationship with a wide variety of internal and external partners to develop deliverable customer service.

Demostrate commitement self reliance to my job and constantly improving personal standards of performance and discovering alternative approach to problem resolution.

PEVANS EAST AFRICA LIMITED

Apr 2013Dec 2014

Customer Support  Agent


Responding to incoming calls and handling customer inquiries through phone calls, e-mail and online chat and social media-facebook and twitter.

Giving correct and precise information about the product details, the company and issues regarding customers accounts as requested by the customers.

Assist customers with any technical issues experienced on the website and escalate any other issue beyond my capability to the respective heads appropriately.

Enhancing organizational reputation by portraying excellent customer service support and outstanding phone etiquette to customers. keenly observing call disconnects, call transfers, interrupted calls etc.

Maintaining personal productivity and quality standards that make positive and attractive financial returns so that the company may continue to provide excellent service to our customers and ensure career growth and job security to all the staff.

Maintaining excellent and outstanding interpersonal relationship with my colleagues at work and my seniors while strictly adhering to the company's policies and standards.

Maintaining and recording reports in regards to the daily activities of the customers enquiries.

Exceptional knowledge and ability to deal with the public and people from various backgrounds. Great verbal and listening communication skills. Profound ability to remain tactful and courteous in stressful situations.

Exceptional ability to follow clear rules and organized methods. Immense ability to establish and maintain effective working relationships with those contacted in the course of the work. Excellent speaking voice, well-groomed and friendly appearance.

Strong problem-solving skills.

JETLINK EXPRESS LIMITED

Nov 2009Mar 2013

Reservations and Call Center Agent.

Responsibilities

A. Making bookings for clients over the phone and giving them proper information of the booking details before ticketing. Marketing of the Companies Products and Services.

B. Online booking while assisting customers purchase their e-tickets online on the company's website.

C. Handling and effectively escallating customers complaints to the respective departments to be acted upon.

D. Amicably dealing with angry callers and irrate customers while responding to customers queries and complaints via e-mail or over the phone.

E. Ensuring customer satisfaction in all services rendered. Informing passengers of Delay, early Departures and Cancellations on time to keep them informed as well as customet satisfaction hence customer retention.

 F. Maintaining records of all Cash Transactions from Day to Day. Records of all Passenger Name Lists of Clients advised of any Flight Schedule Changes for future reference.

G. Help Customers over the phone who are calling to inquire of the fare price quotations, Flight Schedules and any other information related to their travel. Provide support to Travel Agents on Fare Quotations and Interpretation of Fare Class Rules and any other travel related support they need.

H. Phone etiquette-use an effective approach to handle special telephone tasks professionally like call transfers, taking messages, call backs, holds, interruptions and unintentional disconnects while enhancing a good telephone presentation.

I.Precisely giving correct information as requested from the clients while maintaining a businesslike and friendly conversation.


Skills

Exceptional knowledge and ability to deal with the public and people from various backgrounds.

Great verbal and listening communication skills.

Profound ability to remain tactful and courteous in stressful situations. Exceptional ability to follow clear rules and organized methods.

Immense ability to establish and maintain effective working relationships with those contacted in the course of the work.

Excellent speaking voice, well-groomed and friendly appearance.

Strong problem-solving skills.

JETLINK EXPRESS LMITED

Jul 2010Jun 2011

Training

Total customer service programme Customer service training

JETLINK EXPRESS LIMITED

Aug 2008Oct 2009

Airport Ticketing Agent.

Customer Service and Airport Ticketing Agent. Provide high-quality customer service to the passengers. This includes greeting passengers, answering questions, handling problems and directing passengers to appropriate airport areas, such as gates, baggage claim etc.

Ticket sales and M.C. O issuance hence preparation of daily sales reports.

Responding to telephone enquiries pertaining flight booking and reservations from both travel Agents and customers.

Examine passenger ticket or pass to direct passenger to specified area for loading.

Read coded data on tickets to ascertain destination, mark tickets, and assign boarding pass.

Cross checking invoices and LPO's for ticket issuance before sending to the accounts department.

Issuance or Re-issuance of e-tickets to Clients who pay on departure at the check in counter

PAGO AIRWAYS TRAVEL SERVICES

Jul 2007Dec 2007

Training 

AND TRAINING INSTITUTE Air Ticketing and Travel Operations Consultant Level II Grade achieved Credit

INTERWORL COLLEGE FOR CULTURAL EXCHANGE AND

Nov 2005Feb 2006

INTERWORL COLLEGE FOR CULTURAL EXCHANGE AND

Galileo(Computerized Travel operations)

INTERWORLD COLLEGE FOR CULTURAL EXCHANGE AND

Feb 2005Nov 2005

INTERWORLD COLLEGE FOR CULTURAL EXCHANGE AND

Air Ticketing and Travel Operations Foundation Level 1 Grade Achieved Credit

Education

Mudavadi girls high school 

Jan 2000Nov 2003

High school certificate