Sr. Customer Relations Officer
Pakistan International Airlines
Total des années d'expérience :17 years, 6 Mois
Accomplishments
• Streamlined customer feedback handling by the implementation of CMS, Complaint Management System
• Reduced costs by reducing the usage of paper by 45 %
• Codesigned new customer feedback card
• Started Mystery Shopper Programme
• Conducted passenger surveys to improve airline services
• Liaised with top management to resolve customer complaints
• Ceated SOP for Customer Relations Department
•Presented monthly /yearly reports and briefs to the top management
• Trained staff in the efficient handling of customer feedback
Wrote articles in the DBA's newsletter.