Experience as Travel Associate

• Employer

  BCD Travel

• From

  02 November 2015

• To

  11 July 2018

• Detail

  ●Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  
  ● Maintained operational proficiency in coordinating both international and domestic travel
  accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  
  ● Increased customer satisfaction by resolving issues.
  
  ● Maintained excellent attendance record, consistently arriving to work on time.

Experience as Global Service Support

• Employer

  Emirates Airline

• From

  13 July 2018

• To

  To date

• Detail

  Manage day – to – day activities and tasks within service support team; prioritize tasks with ensuring that SLAs are always on target.
  
  • Handle daily workload and activities (including disruptions, flight queues, refunds, fraud, waivers etc.
  assigned by the team leader through the weekly task roster.
  
  • Monitor customer-facing inboxes and respond to guests’ queries, requests, and complaints via email
  following agreed Quality standards and with a goal of achieving FCR (First Contact Resolution).
  
  • Action global multiple forms of payment and refunds for all contact centers through the application of
  technical expertise in reservation and ticketing - Participate in fulfillment of all revenue generating
  opportunities.
  
  • Coordinate and escalate complex inquiries to internal stakeholders within the EY network (Exec, Guest
  relations, Social Media etc.) to ensure utmost support is provided to resolve all guests queries.
  
  • Interact with internal teams to ensure consistent and reliable guest service and support implementation of new technology/projects and work methods to sustain ongoing process and quality improvement processes.
  
  • Complete all flight disruption activities, including flight delays, schedule changes and maintain all with
  agreed service level.
  
  • Update all activities and track status of complaints and requests via Salesforce.
  
  • Maintain close working relationship with various stakeholders (EY). Highlight challenges, seek help for
  complaints resolution, problem solving and bridging process gaps.