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خلاصہ
I started my career in the year 2006, in Sharjah National Travel and Tourist Agency, working in retail sales, have worked in the call center also as a supervisor handling inbound and outbound calls, quality control, complaint handling, client relationship and retention.
Hence I have extensive international experience in customer service, both as a travel agent or as a call center agent. I have now left the UAE due to some personal reasons and am residing at my home town Rawalpindi.
Hope to receive a favourable reply.
پراجیکٹس
تجربہ
Customer Service and Tours Consultant
My work in the Holidays department was:
1. Customer query handling related to holiday packages
2. Maintain suppliers database and list of partners as per requirement by the company
3. Work with suppliers/partners in and outside UAE for contracted rates for mutual business needs
4. Reporting of documents and invoicing.
5. Issuing flight tickets, arranging tour packages, Umrah visa and Umrah packages
6. Handling corporate booking queries by phone and email
7. Handling tasks as per Management request
Supervisor / Call Center Agent
After working as a Travel Agent in Singapore Airlines retail counters. I was transferred by our company\'s management to an implant in Dubai. Our client was a company based in Dubai: Airmiles Call Center. I received appreciation certificates also from Air Miles. My work here as a Customer Service Representative was not only to take calls as an inbound agent but also to help our client company: Airmiles, based in Dubai to integrate their HSBC Banks Miles program to a fully functional Travel Agent program. Such an integration helped Airmiles to achieve Hotel, Car Rental and Flight bookings in their website. My job here was:
1. Handling inbound and outbound calls and client queries by phone, email and chat
2. Client Relationship Management i.e. ensuring retention of customers and resolution of complaints/escalations’ in an effective manner for customer success.
3. Listen to phone recordings for Quality Assurance
4. Work with management to improve department processes and cut down on costs
5. Follow up with partners outside UAE for quick processing of orders through email and phone and ensure working relationship with partners/suppliers
6. Reporting of documents and invoicing.
7. Collaborating with internal departments like Sales and Management in daily operations regarding product and respond to a steady volume of email & phone conversations with a large customer portfolio.
8. Run projects on brand enhancement and updating products, within deadlines set by the management.
9. Helped in the implementation of SOP for online bookings i.e. reporting, handling of queries related to travel changes/cancellations
Ticketing Agent
Starting in the year 2006 in Sharjah National Travel and Tourist Agency. I worked as a Travel Agent at PIA and Singapore Airlines counters. My work was:
1. Handling customers travel queries & issuing of tickets
2. Reporting documents
3. Completing tasks as per Management request.
