Customer Service Agent
Saudi Arabian Airlines
Total years of experience :19 years, 1 Months
• Performed variety of tasks such as making and confirming reservations, providing fare quotations, issuing tickets and handling payments over the phone and in person.
• Served as buffers at airport terminals between the airlines and customers when flights are delayed or re-routed.
• Handled Umrah and Hajj operations with greater number of pilgrims.
• Answered inbound calls in support of customers’ needs, flight booking and ticketing.
• Managed significant rescheduling of flight delays, cancellations, oversold and misconnections.
• Escalated and resolved customers’ disputes, ensuring customer satisfaction and repeat business.
• Successfully carried out Emirates Airline’s flight booking and ticketing solutions, increasing sales effectively to the company.
• Maintained superior performance and exceptional work at whatever position posted.
• Won several “Staff of the Month” awards for the category.
• Recruited, hired, supervised, scheduled and motivated staff up to 20 employees.
• Trained staff to enhance customer service and increase profits through suggestive selling.
• Planned marketing campaigns to increase visibility of the travel agency, analyzed market demographics, defined target market and determined advertising placement.