Customer Services Executive
Qatar Airways
Total years of experience :18 years, 3 Months
Responsible for controlling of the departure activities like upgrade, downgrade, loading, offloading.
Responsible for All departure and denied boarding, making FIM and rerouting itinerary of Passenger and make confirmation for onward flight. Sound Knowledge of Visa Documentation
Sound knowledge of DCS, SABRE, SABRE SONIC and PICTURES
Responsible for Staff Travel /Other Airlines like, Qatar Airways Gulf Air, Emirates, Oman Air, Pakistan Airlines, Air Arabia, Etihad Airways and Lufthansa.
Responsible for managing Boarding Gate and transfer Desk.
To manage the Service level by monitoring Contact Center Calls traffic and ensuring the maximum utilization of resources by optimization.
Managing & supervising team to achieve team based qualitative and quantitative Key performance indicators s and required performances.
To conduct Team based meetings/workshops & training for evaluation of achieved goals & to set future objectives by mutual support to.
To conduct product/knowledge based workshops, Trainings & Refreshers.
Various Internal departmental activities, audits, close coordination with other departments to resolve customer based problems/queries.
To analyze/follow up the current hot issues and incensed customers complaints & escalate to Line manager/Concerned departments (as when required) during operations.
To Close & maintain strong follow up on Franchises complaints/queries escalated from Sales & other Channels Nationwide and timely closure via contacting to other support departments/units.
To update daily/weekly and monthly incident and other departmental Reports.
Various Innovative process and sub process developed to make the operation even more effective and productive.
To resolve escalated customer service issues, and follow up with customers
Overview of accumulated Call Center performance to manage resourceful activities and development for new KPI’s as per requirement of management
Developing of SOP’s (Standard operating procedures) as and when required.
Fine tuning of Customer based process and sub processes.
To ensure smooth call center operations by thriving on a service oriented environment and providing effective floor supervision.
Internal and External Audit against Financial reversals being processed manually from Business Help Line on U load service
Preparation of Monthly/daily Audit report against U Load accumulated reversed amount region/city/area wise for accumulates Sales Analysis.
To develop In house Newsletter & Contribution in to write English Articles for same.
To conduct and organize various entertaining events.
SUPERVISOR - PROJECT CORDINATOR (Contact Center Business Development Operations):
Responsibilities-Being Supervisor Business Development Operations*: Reporting to: In line Manager:
Lead team of 30 agents
Looking after the accumulated operations of PTCL (CDAS) 1217 outsourced project for deployment at Ufone.
Coordination with IT Team for complete development, testing and installation.
CDAS Application processes reviews for execution of final enhanced version
Coordination with PTCL & IT Team for traffic diversion and processes confirmation
Training of existing and new resources for CDAS Project.
PTCL CDAS 1217 exiting Processes and sub processes reviews for Reengineering and improvement
Optimum Scheduling and Planning of resources as per Traffic
Concealing/Trainings to prepare resources for improved Customer services at PTCL - Computerized Directory Services 1217 Project
Reengineering by reviewing the Qualitative and Quantitative KPI’s for finalization
Reshaping the Call Center concept to Contact Center
Lead team of 30 agents
Supervise Floor On Assigned Shift and Maintain Service Level With Help Of Team.
Customer Service & Client Relations.
Responsible for preparing quotation and pre-qualification documents.
Manage Broadband orders
Conduct Training session with team on Current product.
Handling WLL (Wireless Local Loop) queries.
Resolve/Managing Customer Complaints in ZTE CRM.
Coordination with Customers after Resolution.
Develops strong, long-term working relations with specific corporate accounts.
Effectively deal with job stress, angry callers, and upset
• Master of Business Administration (MBA) Marketing Management (2010) B GRADE Rippha International University (Islamabad)
• Bachelors of Commerce (B.Com - IT) (2006) B GRADE Punjab University (PU)