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Roshanara Khan, Digital Marketing Intern

Roshanara Khan

Digital Marketing Intern·EC Digital Marketing

Kuwait

Bachelor's degree, Business Administration

Work experience

Total years of experience: 20 years, 4 months

Digital Marketing Intern

January 2021 - Present

EC Digital Marketing

Al Kuwait, Kuwait

January 2021 - Present

Digital Marketing Intern constantly trying to improving practical knowledge on digital marketing platform under the supervision of the manager and through self research and studies.
Assisting in creating social media posts through content management system
Assisting in Email marketing from Creation to deliver
Creating backlinks and follow up for SEO
Company industry:
Marketing
Job role:
Marketing and PR

Customer Service and Sales

April 2015 - October 2020

Emirates Airline

Al Kuwait, Kuwait

I found this job using Bayt.com

April 2015 - October 2020

• Provide reservation & ticketing services to customers at the call center and ticketing counter by offering highest standard of customer service
• Convert maximum number of enquiries into sales by identifying sales opportunities
• Handling customer and agent email enquiries
• Providing administration support to line management.
• Maintain E-filing and Clerical Tasks
• Following customer data protection protocols at call center and ticketing counter
• Handling skyward and premium customer queries and travel services on call and in person.
• Handling different mode of payments like POS and phone payment
• Strictly following PCI DSS guidelines as advised by the company to protect payment card information at the front line and back end operations.
• Handling special service request such as unaccompanied minors, incapacitated passengers, passengers traveling with infants, extra seat, extra baggage and AVIH
• Handling passengers with medical requirements and issuing Meda tickets and follow ups.
• Issuing special tickets such as denied boarding compensations, winners’ tickets, campaign tickets, agent discount tickets, staff tickets and duty trips
• Daily and timely queue checks for urgent updates, schedule changes and online bookings
• Handling visa queries and accepting Dubai visa application at the counter
• Resolving problems of stressed passengers to avoid complaints and escalating to team leaders.
• Provide travel agent support on call center.
Company industry:
Airlines
Job role:
Hospitality and Tourism

Airport Services Agent

October 2012 - April 2015

Emirates Airline

Al Kuwait, Kuwait

October 2012 - April 2015

• Working under the direction of the Airport Services Manager or shift in charge, to represent the airline and enhance passenger service to both arriving and departing passengers. Ensure all operational criteria is completed within specified time frames.
• Issuing last moment tickets, cash and skyward upgrades and resolve last moment customer queries.
• Closing sales at the end of the shift and updating any hand overs to the next shift
• To provide assistance to special passengers.
• Assisting shift in charge for smooth check in process and boarding procedures.
• Meeting the aircraft at the time of arrival at the gate as well as at the ramp.
• Assisting passengers on flight delays, overbooking and disruptions.
• E-filing and maintaining appropriate record and filing system for pre and post flight operations.
• To be effective in co-ordination with all internal and external departments such as GHA, other airlines and various authorities at the airport as directed by the Airport Services Manager
• Monitor the arrival immigration problems, retrieve relevant documentation and report accordingly
• Keeping shift in charge informed all times for any short comings in operations to avoid delays
• Providing administration support to shift in charge
• Making sure to follow company guidelines and grooming at all times keeping in mind the brand image.
Company industry:
Airlines
Job role:
Customer Service and Call Center

Corporate Business Travel Consultant

September 2011 - October 2012

Horizon Travel and Tourism

Al Kuwait, Kuwait

September 2011 - October 2012

Individually handling corporate accounts for flight and hotel bookings
 Assisting corporate queries on fares, fare restrictions, availabilities and best options for the request
 Making sure purchase orders received timely and invoiced with the accounts departments
 Handling group bookings, ticketing and amendments.
 Accompanying sales manager on sales visit to corporates and following up with the corporate to generate
business
 Trying to convert queries in to business generating maximum revenue and minimum errors
 Maintaining updated profile for frequent travelers for speedy transactions.
Company industry:
Travel Agency
Job role:
Sales

Reservation and ticketing agent

February 2009 - September 2011

Singapore Airlines

Al Kuwait, Kuwait

February 2009 - September 2011

Making travel related reservations and issuing tickets for clients, taking care that all relevant rules and
regulations of Singapore Airlines have been complied with, and that the product delivered is as per the client
requirements and expectations.
 Directly interacting with clients, to provide superior and a consistent quality of travel services, to sell travel
related products of Singapore Airlines.
 Providing good standard of customer service to clients on the phone or in person ensuring error free itineraries
and travel arrangements that maximize customer satisfaction.
 Regular Preflight checks and maintaining Post departure reports.
 Providing Agent Support for confirmations, Fares and PNR follow-ups.
 Daily Queue checks for out station messages and replying to the telexes.
 Handling refunds, re- issues, re- calculation of fares based on any change in the itineraries.
 Handling UMNR and Pet request.
 Issuing Staff Tickets for both Duty and Privilege trips and other FRA tickets.
 Handling Kris flyer queries and redemption booking and ticketing for both Kris flyer and other Star Alliance
member Airlines.

 Taking part with full interest in office presentations, Airline seminars, road shows and other indoor and outdoor
activities.
Company industry:
Airlines
Job role:
Sales

Corporate Travel Consultant

October 2007 - February 2009

Travel Club Travel And Toursim

Al Kuwait, Kuwait

October 2007 - February 2009

Handling complete travel arrangements, business and leisure for corporate clients.
 Providing after office hours services for urgent ticketing and booking amendments
 Full fledge of reservation and ticketing on GDS . Making hotel reservations through online suppliers.
 Maintaining travel preference records by creating profiles of frequent travelers.
 Ensuring all revenue documents issued are invoiced reported on a daily basis.
 Constant interaction with airlines for confirmation of PNR’s
Supervising call center team under line managers guidance
Providing GDS training to new joinees to the corporate reservation team.
Company industry:
Travel Agency
Job role:
Sales

Reservation and ticketing staff

June 2006 - September 2007

Al Adwar Travel & Tourism

Al Kuwait, Kuwait

June 2006 - September 2007

Providing complete reservation and ticketing services to the retail customers.

trying to maximize sale at the ticketing counter

maintaining daily sales report
Company industry:
Travel Agency
Job role:
Sales

Reservation and Ticketing Agent

September 2005 - February 2006

Ritz Travel And Tourism

Al Kuwait, Kuwait

September 2005 - February 2006

Acquired reservation and ticketing on job training under the line manager for corporate business travel

Assisting the corporate team in reservation and ticketing for corporate accounts.
Company industry:
Travel Agency
Job role:
Sales

Education

Sikkim Manipal University

April 2013

April 2013

Bachelor's degree, Business Administration

Kuwait

GPA (rating): Excellent

GPA (rating): Excellent

Skills

Phone Etiquette
Expert
Phone Etiquette
Expert
Travel Planning
Expert
Travel Planning
Expert
Sales
Expert
Sales
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Customer Service Skills
Expert
Customer Service Skills
Expert
teamwork
Expert
teamwork
Expert
sales coordination
Expert
sales coordination
Expert
SALES
Expert
SALES
Expert
customer service
Expert
customer service
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Communication skills
Expert
Communication skills
Expert
Team work
Expert
Team work
Expert
outlook
Expert
outlook
Expert
sales support
Expert
sales support
Expert
negotiation
Expert
negotiation
Expert

Languages

Arabic

Intermediate

English

Expert

Hindi

Native Speaker

Tamil

Expert

Training and Certifications

Certifications
Digital Marketing Certification
Dec 2020
Travel and Tourism management
Sep 2005
Training
Fundamentals Of Digital Marketing
Google Digital Garage
Feb 2021
administration professional
Emirates
Jan 2016
Amadeus Vista, Functionality/ fares & Ticketing
Amadeus Kuwait
Jan 2005
Switch Sabre Functionality
Sabre Kuwait
Jan 2007
Dangerous goods for passenger handling
Emirates
Jan 2014
AVSEC certification exam
Emirates
Jan 2014
Aviation Security
Emirates
Jan 2013
Airport Operations
Emirates
Jan 2013
Emergency response planning
Emirates
Jan 2014
Reservation, fares and ticketing for airport desk
Emirates
Jan 2013
Emirates A380 Experience
Emirates
Jan 2014
Ramp Briefing and Ramp Safety
Emirates
Jan 2014
Time management
Emirates
Jan 2016
Supportive listening
Emirates
Jan 2016
Basic Marketing Skills
Emrirates
Jan 2015
Microsoft word 2010
emirates
Jan 2015
Protect payment card information
Emirates
Jan 2018
Microsoft office 2019 from beginner to expert level
Udemy
Aug 2020