Minal Thaker

Experienced customer service supervisor with over 10+ years of leadership experience in the airline industry. Adaptive in managing a diverse team of customer service agents, implementing customer-centric policies, and resolving complex customer complaints. Strong interpersonal and communication skills, combined with a passion for delivering exceptional customer experiences, make me an asset to any organization.

• Supervise a team of customer service agents, providing guidance and support as needed.
• Ensure that customer service agents provide prompt, courteous, and efficient service to all passengers.
• Monitor accessibility of agents and ensure KPIs are met.
• Maintain Business continuity throughout the working hours of contact centre.
• Floor-walk to check and assist staff whenever required and guide in complex situations.
• Maintain professionalism within team and resolve staff grievances as per HR guidelines.
• Respond to customer complaints and resolve customer service issues in a timely and professional manner.
• Keep self-update and ensure all agents informed with updates on Qatar Airways policies and procedures.

Bachelor of Arts in English | Gujarat University | 2005