Business Systems Officer - Airport Ops
Emirates Airline
Total years of experience :20 years, 9 Months
2006-2007:
Airport Services check-in and boarding agent.
2007-2010:
Team Leader - Airport Services Transfer desk and Special Assistance Team
2010-2015:
Flight Co-ordinator (Hub) - Network Control Center
2015 till present:
Business Systems officer: Airports Team
To provide comprehensive system services and support to business units by ensuring that business needs are reflected fully into the supporting systems either through development or exploitation.
The individual should be able to identify and understand business needs and objectives suggest practical functional solutions and evaluate conflicting requirements. This includes being the centre of excellence to ensure that systems are supporting business initiatives, either through business data management or defining the functional change requirements in projects and / or enhancements, ensuring such changes are business tested, communicated and trained to the business users.
Worked as a services support agent for the company for a sales and marketing project for 3G mobile and Orange mobile services in the U.K. The job profile includes the following duties and responsibilities to be performed:
Making sales calls to the U.K base of customer leads provided to us and selling customer’s contracts on mobile phone services of 3G and Orange mobile service.
Achieving targets set by the client, target sales in a given week or a month.
Accepting orders and sending out contracts and ensuring the delivery of the mobile phones to the customer.
Also handled the automated response where in customers called the automated service and asked for a specific mobile service. I had to call back the customer and ensure the sale of the specific mobile and ensure on time delivery.
Handled data entry for the client in creating a database of golfing clubs and their managers for a project which included major golf courses in the U.K and U.A.E.
Worked as a customer service representative for the billing department. It was a center for the 3G Mobile service. The job profile included the following duties and responsibilities to be performed:
Attending to customer service calls from Australia, where in customers would call up regarding problems with their bills and payments to be made on their mobiles phones.
Achieving targets set by the company. Targets included average call handling time, first time resolution provided to customer, amount of payment collected on delinquent accounts and quality rating on calls.
In addition to the above the job also included taking care of back office work such as lodging complaints, follow up with previous complaints and call back the customer with up to date solutions to their issues, maintaining a complaint log book and call log book and liaising with the technical team with any physical or technical faults customers have with their mobile phones.
Working in a team and achieving team targets, also team bonding was also considered an important part of the job.
Worked as a customer service representative for a client of the company, Household credit card services from the U.S.A. The job profile included the following duties and responsibilities to be performed:
Attending to customer service calls from customer in the U.S regarding the credit cards. All information had to be provided to the customer with regards to their credit cards that included balance on the card, outstanding payments, billing information, interest charges, billing cycle, payment dates, late fees, over limit charges etc.
In addition to the above information I also handled credit card activation calls, lost and stolen card calls where in we used to inform customers on security procedures.
Back office job such as contacting credit bureaus for customer credit information, investigating cases registered by customers regarding problems in the bills, payments not credited to accounts and cards not received by mail are a few other jobs as well that had to be taken care of as a part of the job.
Also managed the team members in absence of the team leader. Managed reports and other information needed to be sent to the higher management
GPA - 52%, second class College Sports Secretary - Students council Captain of the football / Hockey team Received several accolades for sports at University level Active member of the College Drama club - won best actor award from Kala Academy, Goa India.
best all round student of the year award GPA - 56% - second class
68% - First class nominated Head Boy