Customer Experience superviser & train driver
Qatar rail
Total years of experience :8 years, 9 Months
• Providing training to staff on behavior & performance; providing the feedback forms and reports to CE station coordinators
• Ensuring the progress and success in training program in order to provide world class customer experience and top satisfaction of the clients
• Coordinating with CE Station Coordinators in order to provide the necessary requirements to the station; maintaining the daily report about grooming, attendance and briefing and sharing the same with respective department
• Conducting MHI System Testing, FLCP and BACS Testing on train & tracks
• Working on the project along with contractors like THALES, MHI, HITACHI, KINKI SHARYO
• Performing emergency repairs on trains & aircrafts; verifying the unloading of shipments to avoid employee theft and fraudulent claims of missing product
• Conducting daily inspections so that train recoveries in the system are lessened; ensuring safety of both passengers and cargo onboard
Handled customer complaints, provided appropriate solutions and alternatives within the time limits, and adhered to ensure resolution. Kept records of customer interactions, and administered customer accounts and file documents.
Key Accomplishments:
Assessed the passengers’ needs and requirements, and supported passengers with reduced mobility in both inbound and outbound flights.
Provided support to customers in high pressure emergency situations requiring tact and diplomacy, and responded with accurate timely information.
Operated shuttle buggy, and PRM, and facilitated important and disabled passengers with best facilities and accommodations, and handled agent in first class lounge
Kept records to maintain inventory control, cost containment and assured proper stock levels. Determined items and quantities of stock to be purchased and maintained.
Key Accomplishments:
Prepared sheets for the new and existing stock using multimedia, and reported in case of any anomalies.
Kept the record of the received items from different companies, and dealt with the respective providers companies in case of any issues.
Inspected items in accordance with the quality and quantity against freight documents, and formulated appropriate remedies.
Maintained security by following procedures, monitored log books, issued visitor badges. Preserved safe and clean reception area by complying with procedures, rules, and regulations. Sustained continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
Key Accomplishments:
Maintained and registered the data of the rooms available on the system, with the assistance of the cleaning team.
Dealt with bookings via phone, e-mail, letter, fax etc., and managed the prepaid bookings, the booked services.
Responded to the internal and external phone calls and emails, and served the callers with the requested information and service in a timely and professional manner.
Updated the record of office expenses and costs, and inserted the customer’s data send correspondence.
Delivered customers service to all guests of the hotel, accepted the feedback, and recommended suitable suggestions to enhance the 5 star services provided from the hotel.