MOHAMMED OWAIS NOORANI

• Handling batches and training students for IATA Foundation, Consultant and Cargo diploma courses.
• Training students on subjects such as geography, tourism marketing, hospitality management, airline
operations, and travel regulations.
• Develop and update course materials based on industry standards and trends.
• Use a variety of teaching methods, including classroom instruction, case studies, and practical
simulations.
• Provide real-world insights into travel agency management, tour guiding, and hotel operations.
• Mentoring and guiding students in career planning within the tourism industry.
• Maintaining accurate records of student performance and attendance.

• Handling calls related to new reservations, ticketing, Dubai stopover packages and Emirates
Skywards Frequent Flyer Program for global markets.
• Meet defined performance targets like AHT (Average Handling Time), RPC (Revenue Per Call), Maintain
minimal ACW (After Call Work), Adhere to Work Force Management
• Increase sales of Emirates airline tickets and services such as amendments to the existing bookings,
upselling premium cabins or ancillary services and Dubai Experience/Dubai Stopover Packages which
includes Visa, Sightseeing, Hotels, and city tours.
• Ensures high standard of customer service is delivered to customers through communication,
skills, and conflict resolution skills
• Assist and educate customers i.e. guiding, navigating systems, processes, procedures, and
services.
• Handled enrollment and profile management of frequent flyer members into frequent flyer
program and records all business interactions accurately
• Work collaboratively and positively in a team environment with team members to achieve shared and
individual goals and KPIs i.e. Average Handling Time, Quality Assessment, Revenue Per Call,
Adherence
• Handling passenger requests for carriage of pets, extra seat booking, stretcher, or medical cases

• Handling Vodafone postpaid customers and retailers calls related to enquiry, requests, and complaints
• Upselling Vodafone Mobile and sim only plans to new and existing customers
• Meet defined performance targets like AHT (Average Handling Time), RPC (Revenue Per Call),
Maintain minimal ACW (After Call Work), Adhere to Work Force Management published schedules.

and Business
Key Responsibilities:
• General sales and service agent consistently achieved above targets on all KPIs
• Handling calls related to Barclays Bank PLC retail banking customers queries
• Nurturing client relationships through first call resolutions and customer satisfaction while
enhancing the organizational brand in the community
• Identifying caller needs then using the tools and resources to provide customers with short and
long-term solutions
• Initiating, coordinating, and prioritizing actions during client interactions while maintaining call
records, system entries and client/service databases
• Handling Baggage queries and Promoting Websites for Delta Airlines.
• Engaged in training sessions to acquire customer experience skills and further maximize customer
satisfaction ratings