Reservations & Ticketing Agent
Etihad Airport Services Ground, LLC (ADQ)
مجموع سنوات الخبرة :12 years, 1 أشهر
• Facilitated daily customer inquiries and addressed ticketing issues at Abu Dhabi International Airport, strategically promoting and upselling EY services and products to bolster revenue streams, elevate customer satisfaction, and optimize operational efficiency.
• Oversaw day-to-day sales and ticketing operations, promptly resolving team and operational inquiries while efficiently managing escalations and identifying and capitalizing on sales opportunities to drive revenue growth.
• Monitored and analyzed team sales on a daily basis, assessing performance metrics and implementing corrective measures as needed through coaching and guidance, conducting performance evaluations for team members to enhance sales performance.
• Maintained up-to-date knowledge of EY products, services, policies, and procedures to ensure accurate information dissemination and adherence, proactively identifying opportunities to refine business processes and promote ancillary sales initiatives.
• Managed High-Profile Client (HOC) and Rush Tag accounts, including the Al Nahyan family, while overseeing daily stock reporting and the issuance of EBTs and MCOs for other airlines, ensuring accuracy and compliance with company policies and maintaining efficient business operations. Additionally, entrusted with daily cash handling responsibilities and financial reporting duties to uphold on-time performance standards.
• Managed customer requests, inquiries, and complaints with a focus on delivering exceptional customer service, thereby fostering increased satisfaction and ensuring seamless operations within the airport staf travel sector.
• Extended Support to guests at various touchpoints, including check-in, staf travel ticketing, and inquiries related to Etihad airport services, with a commitment to enhancing the overall guest experience.
• Identified and capitalized on sales opportunities to drive revenue growth through ancillary sales initiatives.
• Administered the issuance and reissuance of Staf ID Tickets such as AL, DT, ID50, ID90, Compassionate Leave, and others, ensuring accuracy and compliance with company policies.
• Maintained eficient business operations and collaborated with stakeholders to uphold on-time performance standards.
• Diligently receive and process customer requests, inquiries, and complaints with a focus on delivering exceptional customer service, thereby enhancing customer satisfaction and ensuring the seamless operation of the Contact Centre.
• Maintain up-to-date knowledge of EY products, services, policies, and procedures to provide accurate information and ensure adherence to established standards, while proactively seeking opportunities to enhance technical proficiency.
• Provide support to other departmental functions in the capacity of Acting Team Lead, overseeing tasks such as ticketing and schedule changes, managing the E-Services desk, and conducting preflight checks, among others.
• Ofer expert assistance to guests navigating the online booking engine, leveraging technical expertise to facilitate reservations, ticket issuance, re issuance, and refunds.
• Adhere to established standards of guest service, including the quality of speech, call attendance, and handling of queues and emails, across all markets and functions, to instill confidence, satisfaction, and loyalty among customers contacting the Contact Centre.
• Provide comprehensive support to company clients either through scheduled appointments or on-call arrangements, whether for permanent or temporary needs. Actively identify potential client requirements to generate valuable business leads.
• Conduct thorough diagnostics to identify and resolve various issues, including those related to hardware, software, and network infrastructure, with a focus on minimizing costs and ensuring optimal system performance.
• Prioritize and address all escalations promptly, ensuring compliance with Service Level Agreements (SLAs) and maintaining high levels of client satisfaction.
• Extended Support to end-users, whether local or remote, by promptly addressing their daily complaints and delivering effective solutions to meet their needs and expectations.
• Take responsibility for the installation and configuration of client computer systems, meticulously tracking progress and maintaining detailed records to ensure accountability and smooth operations.
• Provided comprehensive technical support for end-users, managing equipment and digital devices
• Expertly diagnosed and resolved hardware, software, and network issues, minimizing costs
• Addressed escalations promptly, consistently meeting service level agreements (SLAs)
• Assisted both local and remote end-users, resolving daily complaints and optimizing productivity
• Managed installation and configuration of client computer systems, maintaining meticulous records.