Customer Service
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Experience and knowledge of leading and managing the teams in a highly demanding environment. Provides leadership and demonstrates team building skills direct to staff and evaluates performance as constructive feedback. Able to identify and meet the individual customer's requirements.
Ability to handle complains and difficult situations in a gracious manner with according to company procedures. Resolves all customer complains in a professional manner while prioritising customer satisfaction. Patient, polite and approachable with friendly personality.
Analytical and good problem-solving skills and effective decision-making.Excellent and effective verbal and listening communication skills Call handling promptly and in an appropriate manner. Proven track record of continues target achievement. Flexible attitude to suit operational requirements and reliable.
Loves working in multi-Cultural Environment
Senior Airport Agent , 08/0202 - Current Qatar Airways - Manchester, UK I am responsible for providing quality service to passengers in respect to check-in, boarding, special services, lounges, and baggage services as per QR's commercial and safety standards and procedures ensuring passengers and their baggage are handled in a consistent manner. Constant liaison with Check-in, transfer desk, lounge, and other related areas for the smooth acceptance of passenger. Liaises with check-in, transfer desk, and support Airport Services Supervisor in all areas.
Around and Ramp /Meeting/ Check in Counters Provide leadership, manage Airport team, GHA to ensure on time flight closure working towards overall on time Departure ensure smooth passenger Handling. Effective decision making on daily basis. Escort and direct Arriving/departing passengers to the respective areas such as hotel desk, visa counter, transfer desk, premium lounges, and boarding gates etc.
Assist duty officer to handle company material and records. Completion of Post flights/Preflight documents KPI targets Liaison with GHA for quick processing of hotel and transfer passengers. Assisting with mishandling Baggage Enquires.
Assist passengers regarding entry requirements, visas, residence permits etc. Leasing with border force immigration and customs. Performs other related duties, as assigned, for the purposes of ensuring the efficient and effective function of the work unit.
Assisting with disruptions, complains denied boarding Involuntary, downgrades, late customers, excess baggage enquires supporting GHA.
Safety policies are followed al all the time. Generating reports SLA agreement reports, Emergency risk assessments.
Goods, Ground Operation Manual / Ground Service Manual are followed. Provide cover for Supervisors any sickness or leave. Supporting ASDS AND ASO with delay reports Safety reports, Manpower allocations with workload and skills.
Generating various reports daily administrative duties keeping the workplace neat and tidy. Dealing with all customer enquiries, service failures and complaints leasing with Customer relations. Daily emails responses efficiently and follow ups with customers and outside agencies leasing accordingly with management.
Attending meetings within the team, head office and outside agencies Supporting the management team. Supporting ASA s with all enquires and training. I have also got extra duties such as training the QR staff and GHA train.
Daily leasing with catering orders DNATA , cleaning company Seatspecs . Dealing with Weapon, Live animal, Sports equipment, VIPS , special handling customers such as Young travellers, UMNR , Passengers with disabilities , Medical Customers , Allergies, Fit to fly , Pregnancy etc Shop Floor Assistance , 04/2020 - 08/2020 Morrisons - Rochdale , Manchester • • • • • • • • • • • Created attractive displays for merchandise to enhance sales.
