Quality Coordinatore
Dnata, Emirates Group
مجموع سنوات الخبرة :18 years, 0 أشهر
• Ensure highest level of quality service is delivered to Dnata Customers consistently
within the local contact center. Work with contact center management team to
establish, develop and implement quality standards across the center and own Change
Management
• Being accountable for Change Management within the Contact Center both
communication and implementing process changes
• Perform regular quality audits within the contact center to ensure calibration of quality
standards is achieved.
• Communicate quality criteria and strategy to key stakeholders in order to ensure
understand and influence motivation in individuals and teams to achieve
• Liaise with relevant departments across the business so as to identify areas for quality
improvement internally. Suggest procedure, process or training solutions as appropriate
• Identify training needs along with training department and carry out training gap
analysis. Work closely with training to develop effective and relevant training plans
• Prepares daily DSR’s and ensures that each DNCC Sales are being reportedly properly.
• Process ticket exchanges, Manual ticket issuance and Manual Invoicing
• Handles walk-in passengers
• Prepares Cash/POS Collections and ticket deliveries thru Empost and make sure that
these are being done at the right time to maintain the Good Customer Service of
Dnata.
• Directly interact with clients and potential clients, to provide superior, and a
consistent quality of travel services to sell Airline tickets, travel related products and
leisure travel products.
• Handle complex transactions and advise clients on the finer points of difficult
itineraries, as well as provide them with efficient travel solutions and up to date
information
• Sell products, services and loyalty programs developed or contracted by Dnata Agencies
and airline principals; offer and sell Leisure/Hotel packages (both published and
individually tailored) to clients at every opportunity, ensuring maximum sales of
auxiliary products to increase revenues
• Maintain an excellent working relationship with clients by utilizing DFO as the principal
tool; these efforts shall include the accurate and complete update of all areas of the
client profiles. All details communicated to clients including fare quotes shall be
updated in the relevant areas of DFO
• Reports directly to the Marketing Director
• Answers general inquiries, directs visitors to appropriate departments, and attends to
the needs of clients and guests in a pleasant and effective manner
• Ensures good customer relations by personally attending to customer concerns and
inquiries
• Ensures that details for all project events are taken care of, e.g., hotel, flight,
conference room bookings
• Answers needs, inquiries and complaints of clients and third party companies
• Handles the staff calendar
• Responsible in taking inbound calls for US Domestic flight reservations
• Ensures that travelers are advised of their complete Travel requirements, Baggage
restrictions, In-flight services
• Process Upgrade, Reservations, Cancellations, Refunds, Exchanges, Schedule changes,
Re-accommodates customers when they’re bumped off and Issuance of travel
certificates to compensate from their inconvenience
• Responsible in handling calls from passengers with health issues that they may be
accommodated properly; ensures that wheelchair, oxygen, and appropriate meal is
served to this special kind of passengers
• Provides information regarding flight schedules, fare, documentation requirements,
baggage handling and other travel related services
• Responsible for giving an accurate information pertaining flights, policies and other
related important information for United Airlines customers
College : Lyceum of the Philippines (Manila, Philippines)
B.S. Accountancy (June 2001-March 2003)
: Southwestern University (Cebu, Philippines)
B.S. in Nursing (June 2004-March 2005)
High School : Saint Alphonsus Catholic School
Lapu-Lapu City
1997-2001
College : Lyceum of the Philippines (Manila, Philippines) B.S. Accountancy (June 2001-March 2003) : Southwestern University (Cebu, Philippines) B.S. in Nursing (June 2004-March 2005) High School : Saint Alphonsus Catholic School Lapu-Lapu City 1997-2001