Sr. Travel Consultant, Customer Care Oficer and Social Media Handler
MBM Technologies (UK Based Travel Agency)
Total years of experience :16 years, 6 Months
• Responded to customer inquiries and complaints via Phone, Email and WhatsApp, ensuring prompt and satisfactory resolution.
• Implemented lead generation strategies, resulting in a 100% increase in sales opportunities.
• Used excellent sales and upselling techniques to add additional services onto itineraries, selecting appropriate services based on client needs.
• Maximized profits through negotiated rates.
• Stayed updated on the best travel destinations, market trends and pricing through regular networking and research.
• Coordinated and booked all holiday arrangements, including accommodation, travel, car hire and excursions.
• Managed sales pipeline and booking using CRM and reservations systems.
• Developed and designed holiday catalogues, leaflets, maps and itineraries for clients using Galileo GDS and Amadeus Travel Platform.
• Developed loyal and effective partnerships with attractions, travel companies and hotels to obtain best prices for services.
• Followed up with in-bound leads promptly, built and planned own pipeline of sale to achieve targets.
• Provided quality service to customers, exceeding their expectations and fostering long-term relationships.
• Managed ticket sales and reservations, ensuring accuracy and efficiency in processing customer orders.
• Delivered accurate and relevant travel information to passengers, enhancing their overall experience.
• Conducted follow-up calls to ensure customer satisfaction and address any outstanding issues.
• Designed and published engaging posts on company social media accounts to boost brand awareness and engagement.
• Managed company social media accounts, creating and curating content to maintain an active online presence.
• Executed targeted ad campaigns on social media platforms, driving traffic and increasing conversions.
• Developing and implementing sales plans to increase the company’s profit and motivating employees to hit sales goals.
• Build and maintain long-lasting, strong relationships with customers while partnering with them to better understand their business objectives and needs.
• Monitored staff performance, continually seeking ways to improve team delivery for optimized financial success.
• Supervised and delegated tasks to employees to meet key productivity targets.
• Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.
• Maintained positive, professional working environment to optimize staff and customer satisfaction.
• Evaluated market conditions and competitor actions to develop successful marketing strategies.
• Taught employees how to best serve customers and enforced standards to build brand loyalty.
• Led recruitment, hiring and onboarding activities, training new joiners in operational processes and conducting probationary performance reviews.
• Managed calendar to schedule employee shifts, maintaining organized operations and complete staff.
• Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivizing staff to continually achieve and exceed expectation.
• Led monthly staff meetings for team to communicate updates, process improvements and shifting business priorities.
• Met financial goals with organized strategies focused on proper management of expenses and income.
• Handled phone calls and complaints via voice, email, and WhatsApp, addressing inquiries promptly and providing accurate information to customers.
• Organized all holiday matters from beginning to end, including booking tickets and accommodation and securing rental transportation.
• Took payments via credit and debit cards and handled all sensitive information with professionalism and discretion.
• Reserved tickets, booked accommodations and rental transportation to accommodate needs of customers.
• Researched and investigated different travel destinations using online resources or travel guides to provide various options for customers.
• Managed and independently resolved customer issues and complaints regarding travel plans, government paperwork and booked packages.
• Tracked customer information, interactions and trip plans with CRM system.
• Promoted use of travel insurance to protect travelers during trips.
• Applied innovative upselling techniques to increase customer order value by communicating holiday extras, deals and packages to customers.
• Listened to individual complaints with open mind and asked detailed questions to understand issues.
• Processed refunds, exchanges and service requests for customers.
• Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
• Handled high-volume telephone calls to address and resolve customer queries.
• Monitored email to promptly collect and respond to complaints.
• Remained updated on company offerings through regular product research.
• Ensured adherence to Shaheen Air policies on ethics and integrity, promoting a culture of honesty and professionalism within the department.
• Administered effective evaluation and testing techniques to assess trainee performance, identifying areas for improvement and providing targeted coaching and support.
• Communicated with management, support agents, and client representatives using professionally written emails, letters, and memos, ensuring clear and concise communication at all times.
• Focused training instruction around agent behaviors that drive customer satisfaction, contractual metric compliance, and increased revenue for Shaheen Air.
• Developed and maintained documents for various processes, assisting in the preparation of development plans to improve operational efficiency.
• Prepared and organized instructional manuals, learning aids, job aids, and learning evaluations to facilitate effective training sessions.
• Coordinated with various employees and departments to provide feedback to customers and maintain efficient knowledge of products and services.
• Facilitated training sessions for customer service representatives (CSRs) and team leaders (TLs), ensuring alignment with organizational objectives and achievement of desired outcomes.
• Provided technical support to new recruits and delivered training to enhance their skills and knowledge.
• Monitored customer issues and provided training to resolve issues effectively, ensuring optimal levels of customer satisfaction.
• Designed quality scorecard programs and maintained feedback mechanisms for field services, driving continuous improvement initiatives.
• Coordinated with customers to provide optimal levels of customer service and analyzed checkout procedures to recommend improvements for tender handling and sales processes.
• Met established individual and team performance targets, including customer service, productivity, and quality standards, contributing to overall organizational success.
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
• Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
• Trained and supervised team to deliver on store sales targets.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
• Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
• Advised senior management on facilities needs and delivered ongoing operational support.
• Designed and conducted staff training based on call quality, performance trends and customer reviews.
• Analyzed call quality and performance trends and providing recommendations for further improvement.
• Implemented improvements to call center processes by monitoring customer reviews, evaluating phone scripts and assessing employee feedback.
• Assessed recorded conversations to ensure staff followed company procedures throughout calls.
• Handled phone Calls, Emails, WhatsApp, and SMS inquiries from airline customers, providing information and resolving complaints in a timely and professional manner.
• Made outbound calls to inform customers about flight schedule changes, delays, cancellations, and overbookings, ensuring proactive communication and minimizing inconvenience
• Provided quality service to customers, including selling tickets, processing orders in the computer system, and finalizing reservations accurately.
• Prepared and maintained the call center database by entering and updating customer information, ensuring data accuracy and completeness.
• Conducted follow-up calls to ensure customer inquiries were resolved satisfactorily and addressed any outstanding issues promptly.
• Researched required information using available resources to provide accurate and comprehensive responses to customer inquiries.
• Handled and resolved customer complaints calmly and professionally, maintaining prestigious company reputation.
• Performed well at quality assurance evaluations by continuously auctioning performance feedback to drive personal improvement.
• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
• Maximized customer satisfaction by resolving service issues promptly.
• Perform the main operations of processing & issuing of Awards to esteemed PIA patrons.
• Assist in identifying gaps in existing processes & offer recommendations for further improvement to concerned authorities.
• Verify the authenticity of the achievements and contributions mentioned in the nominations.
• Conduct background checks, if necessary, to ensure the integrity of the nominees.
• Worked with energy and enthusiasm, aiding positive working environments and first-class customer experiences.
• Greeted customers with warmth and professionalism, upholding exceptional brand standards.
• Prioritized customer comfort and convenience through effective, attentive service and account management.
• Assisted customers with product-related questions, feedback and complaints.
• Processed and issued product orders and service upgrades for customers.
• Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
• Handled Reservation/Ticketing, Flight Operation and Customer Complaints & Queries via Incoming calls and Emails.
• Listened perceptively to identify and resolve customer needs and queries.
• Maintained outstanding product knowledge, enabling clear, reliable customer advice.
• Handled and resolved customer complaints calmly and professionally, maintaining prestigious company reputation.
• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
-