Quality Assurance Officer - Airlines
Extensya
مجموع سنوات الخبرة :13 years, 6 أشهر
Formulated and executed pivotal strategies for process enhancement within the contact center of Saudi Airlines. These strategies resulted in a substantial increase in average customer satisfaction, soaring from 87% to an
impressive 93%. Concurrently, average quality scores experienced a notable rise, climbing from 87% to a commendable 91%.
Elevated precision in ticketing and customer service by implementing advanced quality assurance tools such as Pareto charts, histograms, fish-bone diagrams, and stratification analysis.
Spearheaded comprehensive training and coaching initiatives for customer service representatives, with a particular focus on refining soft skills and proficiency in the Amadeus GDS.
Delivered ticketing and inquiry services to a diverse clientele of French, Italian, Arabic and English-speaking customers for Saudi Airlines, utilizing both telephone and email channels.
Consistently emerged as the highest-performing Customer Service Representative (CSR) in the contact center, consistently meeting and often surpassing key performance indicators (KPIs) including AHT, CSAT, QA score, and attendance/behavior benchmarks.
Utilized the Amadeus ticketing system to guarantee a smooth and efficient service delivery process. Managed guest complaints, processed modification or refund requests, and addressed travel or visa inquiries with precision and dedication.
Accompanied tourists in Jordan & described points of interest, answered questions and supplied information. Provided historical and cultural facts related to historic, archaeological and natural attractions.
Finished the degree as the top graduate for the second semester of 2010.