Customer affairs officer
Qatar Airways
Total years of experience :9 years, 7 Months
Analyzing Voyage Reports, and based on findings, highlighting to the management inflight service/product
lapses in order to improve and progress as a Leading service provider.
- Investigating customer complaints regarding inflight experience, gathering crew members’ statements,
identifying who/what was at fault; summarizing the findings and sharing with relevant departments and management.
- Participating in meetings to share summarized important information obtained via Voyage Reports and Customer
complaint for case studies.
Trainings attended: Email writing workshop & Peer support.
- Leading & working with a team of 5 to 25 multi-national cabin crew on board.
- Co-ordinate and brief the team on daily operations, in-flight SEP/first aid, covering all aspects of customer
experience, updates on company standards & procedures & ensuring 5 star service delivery.
- Prime objective is to train, guide & coach crew members onboard & make them situationally aware through
sharing experiences.
- Identify strengths and weakness of the team members and locating tasks accordingly.
- Profiling customers and team members.
- Manage conflicts, service recovery and feedback.
Trainings attended: Leadership & Emotional intelligence.
- Collaborating with colleagues from all around the world in order to provide five star services for
customers onboard.
- Ensuring best possible service for premium class customers.
- Time and stress management.
Trainings attended: Elite training.
- Adapting to the multinational work and life environment.
- Learning differences of cultures and practising respect towards them.
- Improving the customers’ service understanding and enhancing the skills of the same.
- Providing genuine five star service for customers on board.
Trainings attended: AB-initio & Special assistance program.
Meeting and assisting the tourists' groups in different countries like Croatia, Turkey, and Egypt.
- Coordinating and solving occurred problems.
- Promoting and selling excursions.
- Planning, creating and guiding during historical and entertaining excursions.
- Introducing and promoting the Career center for the students.
- Making presentations about activities of Career center for the target audience.
- Inviting students for the consultations about their job possibilities.
- Managing the database.
Live TV game/show. To host an event, wherein the audience had to call and say the right answer in order to win a monetary prize. Had to ensure energetic and creative approach to the audience in order to hit the targets of viewers and participants of the TV game "Laimingas Skambutis" .
Principal subjects/occupational skills covered: Survey Practicum, General Psychology, Methods of Multivariate Statistical Analysis, Interview Practicum, Learning, Organizational Psychology, Psychological Assessment, Psychological testing, Analysis of Statistical Data and etc. A Bachelor of Psychology is able to apply many-sided laws of psychology for the solution of psychological problems having in mind that psychology covers a range of research techniques, theories and their application, he/she is able to identify and assess basic models of behavior and activity, carry out independent empirical research on the grounds of professional ethic skills using a variety of data collection techniques, to interpret the obtained data in terms of different theoretical paradigms, to give a critical evaluation of primary information sources, to interact and to communicate, to work in a group as well as study independently
