Staff Travel Agent
Etihad Airways
Total years of experience :13 years, 8 Months
• Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high quality support to internal / external customers to meet their requirement
• Receive and analyses complaints to ensure they are solved or addressed in the most effective manner
• Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner
• Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided
• Work closely with supervisors to improve the execution of assigned activities
• Track major customer complaints and report key issues to supervising colleagues
• Interact with internal teams to ensure consistent and reliable customer service
• Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation
• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service
• Responsible to comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty.
• Keep up to date on EY products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
• Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
• Responsible to maintain data protection and confidentiality for both staff and customers.
• Support other departmental functions as required (e.g. ticketing & E-Services desk, preflight checks, service desk, etc.)
● Maintain and develop good relationship with customers through personal contact or meetings or via telephone etc.
● Must act as a bridge between the company and its current market and future markets.
● Display efficiency in gathering market and customer info to enable negotiations regarding variations in prices, delivery and customer specifications to their managers.
● Help management in forthcoming products and discuss on special promotions.
● Review their own performance and aim at exceeding their targets.
● Record sales and order information and report the same to the sales department.
● Provide accurate feedback on future buying trends to their respective employers.
● Listening to customer requirements and presenting appropriately to make a sale;
● Maintaining and developing relationships with existing customers in person and via telephone calls and emails;
Operating & monitoring Islamabad/Regional transmission & related equipment
Audio Level monitoring on Equalizers in Datacenter on Audio logger
Status of 2WCOM, Levels, Warnings.
Mixture / console Configurations.
Transferring of copyrighted contents after proper logging to and from production studios, Production machines, AVA Server, Audio logger & or any designated workstation(s).
First hand IT support for other departments (Finance & Admin, Production & Programming).
Recognizing & addressing conflicting scheduling instructions.
Compiling & editing Audio Vault schedule and other scheduling systems (AVRPS & AVScheduler) as required.
Maintaining and developing standard operating procedures.
Reading & writing events, Instructions, updates, issues & other happenings in MCRO’s Log book.
Developing & updating SOPs after proper documentation & instructions.
Documenting AS-Run-logs for Commercials, Audio/ music contents.
Maintain technical quality of programs and network by:
Providing first line maintenance of transmission path e.g. program restoration
Locating and logging faults, and providing diagnostic support to other Technical Services staff to resolve faults.
Including Voice mixture presets
Restoring hardware from malfunction state to normal either by rectifying the faults, replacing faulty hardware or bypassing the normal flow (temporarily).
Patching & rerouting of Networked studios for PGM, Data & or Voice.
Maintain broadcast and associated systems by performing maintenance tasks to meet department and broadcast standards.
Backing up all Audio vaults fortnight basis.
Backing up registry for stations, LTX, MDB & EVT file daily.
Backing up AVA monthly.
Updating of Norton security suite weekly.
Contribute to Projects/Infrastructure to support program and network needs by:
Participation in planning, scoping, installation and commissioning of projects/Infrastructure.
● Solving Customer Problems
● Providing Information about the product and company
● Logging Complains and providing feedback to the Customer
● Achieve the Highest PMR for three Months.
Used CRM for checking customer details.
Participated in IEEE Quiz Completion and Got 1st position along with the team. Optical Fiber System & Splicing (SDH & PDH)” (Done in NTC) Worked on SDH and DSLAM System Best Cricket Player (Al-Rounder) of the Univerisity