Customer Servicer Officer
Etihad Airways
مجموع سنوات الخبرة :12 years, 7 أشهر
Preparing for the shift at the allocated areas with required manpower and ensuring the operations are covered with appropriate planning. Briefing the staff in the assigned area about the day’s operations and confirming their understanding. Ensuring the grooming standards of Etihad airways are being adhered to in an effective manner. Cascading information received from the management and duty managers to subordinates.
Attending to guest issues during operations and ensuring consistency is maintained. Managing the operations at the Guest transfer desk and providing alternative solutions during disruptions supervising a team of 22 agents. Ensuring the customers are met at every point and resolving their complaints. Monitoring the agents on daily shifts and ensuring the adherence to safety and security with 100% compliance. Supervise the
team with any difficult situations by following Etihad airways policies and processes in
achieving On-time performance.
Supervise a team of agents at Departure terminal: Briefing the team on daily flight operations,
airline procedures, and policies. Supporting the staff with customer issues at check-in, gates,
and arrivals. Manage and coordinate the daily activities of the terminal operations during the
shift focusing on baggage and passenger handling. Ensure Standard Operation Procedures
(SOP) are adhered to and that all administrative and personnel functions are complete.
Efficient planning and implementation of contingency plan, with the maximum utility of
resources available, to ensure the positive end result. Training agents on dealing with
complex situations.
ACHIEVEMENS Best employee of the month ( 2011 )
Yearly performance rating - Exceeds ( 2019 )
Best team performance 0verall ( 2019 )
