Senior Customer Service Agent
Qatar Airways
Total des années d'expérience :11 years, 5 Mois
Training of 50 porters for Airport Services
Collection of cash from porters or guest and accounting.
Deposit cash to the Accounts Department.
Preparing the summary Reports for management through VPMS Software
Training of 15 staff for Airport Meet & Assist Services
Scheduling the shift for 24x7 operation
Supervision to all stall in all shifts for effective operation
Cash Handling & Report Generation
VIP Services for special guest
Only person among the hired batch of 15 Personnel to avail exposure to all the ground operations from Check - In to Operations.Successfully handled Airport Reservations & Booking Office even under peak loads. Activities handled at reservations are:
Ticket Bookings using Navitor Software
Rescheduling Tickets & Cancellations
Endorsements to other airlines in-case of cancellation or delay
Cash Handling
Express Check-In
Check- In Process for passengers at the Check-In counters:
Repeatedly achieving Internal Task Time of 30 Sec for Domestic Check-In Customers.
Collection of Excess Baggage Sales
Passenger’s Baggage at the Baggage Make Up Area (BMA)
Supervision of Baggage Scanning
Identifying Hazardous Items like dry coconuts, Zippo lighters etc
Passenger Boarding at the Boarding Gate
Boarding of Passengers
Carrying out periodic boarding announcements, final boarding calls and paging announcements.
Attending to Passengers and their grievances in case of flight delays and cancellations.
Decision making and handling of Denied Boarding passengers in case of passengers who are drunk or are medically unfit to fly, ensuring the overall passenger and flight safety
Coordinating and planning coaches at time intervals in the canopy to send the passengers, crew and pilots to the aircraft
Escort Unaccompanied Minors (UNMR) to the aircraft
Incoming passenger at Arrivals
Handled UNMR (Unaccompanied Minor) and MAAS (Meet and Assist)
Resolved damage baggage & missing baggage Cases.
Operations (AOCC) Airport Operations Control Center.
Preparing daily flight rotations
Coordinating with pilots to hand over the flight documents like CFP (Certified Flight Plan), Notams (Notice to Airmen), and weather reports like TAF (Terminal Aerodrome Forecast) & wind direction Charts.
PROJECT DONE ON MEASURING ON CUSTOMER QUALITY SERVICE