Nida Ata Ur Rahman

Address: [Flat **, Building #*, Al hilah, Doha, Qatar]

[Flat 1608,Tower 3, Noman Residencia, Scheme 33, Karachi, Pakistan]

Cell: [+974-********] [+92-311-*******]

E-mail: [ad0cyu@r.postjobfree.com]

LinkedIn: https://www.linkedin.com/in/nidarahman/

Objective

To succeed in an environment of growth and excellence and earn a job which provides me job Satisfaction and self development and help me achieve personal as well as organization goals.

Summary

An enthusiastic and confident person with first-class interpersonal skills at all levels. With Effective organizational and communication skills, and ability to perform well under pressure and strict deadlines. Experience in Airline Customer Services, Public Relations Project Coordination, MIS Reporting. Analysis and Office Administration. I possess strong business ethics, ambitious, goal oriented and a cooperative team player with CAN-DO approach, the ability to work independently and possess high energy in confidant manner. Customer-focused professional, Innovative and highly driven professional experience in a fast-paced customer-care environment has refined capabilities in researching issues, providing clear and accurate responses, and adapting communications to suit the situation.

Work Experience

Senior Customer Services Agent

Qatar Airways Hub Control Center

Flight Controller - May 2019 – June2020

General Operational Accountabilities for - Customer Service:

Act as product knowledge expert for relevant department; Reservations, Ticketing

Calling to customers to provide information as and when it is required.

Keep updated with the new products and services offered by Qatar Airways.

Provide personalized customer service at the highest level.

Supporting the preparation and execution of action plans,

Coordinating with turnaround coordinators, crew members, catering, cargo and departure controllers to send Flight on time

Plays important role in maintaining company's OTP (on time performance)

Leadership

Actively Attend and resolve escalated queries.

Support Customer Service Agents with complex queries.

Monitor daily attendance as required by the Team Leader.

Ensure all Qatar Airways information is updated and available on all shared resources.

Coach new Customer Service Agents

Assist In the implementation of new products, processes and systems

Conduct Agent briefings as required by the Team Leader

Customer Service Representative,

(Front Line Staff) Qatar Airways

Doha, Qatar - MAR 2015 – MAY 2019

Responsible for Providing Qatar Airways customers both internal and external, with 5-star service.

Escort and direct arriving and departing passengers to the respective areas such as Hotel Desk, Visa Counter, Transfer Desk, Lounges and Boarding Gates.

Managing Front Office, giving online and offline support to customers.

Customer Service:

Provided the highest level of Customer Service at all customer touch points.

Constant liaison with Check-in, Boarding Gate, Ramp, Cargo, Lounge

Directing Arriving/Departing passengers to respective areas such as Arrival Areas, Transfer Area, Departure Gate, Lounge, etc.

Checking entry requirements (visas, residence permits) are met.

Actively Performing pre- and post-flight administration duties, handling baggage claims, tickets fares.

Ensuring compliance with QR Safety and Security requirements.

Work under pressure and adapt quickly to changes fast moving environment

Profiling customers at checking counters and boarding gates.

Thorough document check, accepting multinational customers at the same time.

Charging excess baggage helping airline revenue

Dealing with the joining and transit passengers for more than 200 flights per day Giving 5 Star airline Service and meet the Customer Expectation.

Coordinating staff member handling the flights for assuring smooth services.

Customer Service Trainer Fresh Candidates (Joining Champion)

Trainings provided to the new joiners

Get familiarizing new joiners with the operations.

All about check-in, Boarding and Arrival process

Customer Support Coordinator

TPSWorldwide Pvt. Limited

Karachi, Pakistan — 2013- 2015

Responsible and Account holder for all International Clients.

Actively coordinating with Clients on calls and emails

Coordinate and follow up with different departments internally

Managing customer-relationships.

Outstanding organizational and time management skills

Making calls and handling enquiries from potential customers.

Campaign tracking, measurement, evaluation and reporting on all activity.

Outstanding organizational and time management skills

Provided multitask and prioritize daily workload

Assistant Administrator and Human Resource Manager

TPS Worldwide Pvt. Limited

Documentation and Record Management:

Karachi, Pakistan—2007-2013

Handle documents control including the release, sharing & handling of records including technical reports shared by team and stakeholders.

Provide regular data & reports, manuals and correspondence to team management to support strategy and planning.

Assist and Support preparation of department budget in line with office inventory and equipment’s

Direct, plan and proposed process & procedures for department functions related to relocation, equipment and disposal of assets, office supplies, maintenance and inventories

Manage & conduct, handling of processing of records and request to new hire employees

Coordinate between team members & external stakeholder ensuring submission of projects based on set deadlines.

Perform document control activities to ensure easy retrieval of documents both in hard and soft copy

Acts a focal point of contact for all incoming and outgoing correspondence issued between Customers (i.e. internal & external departments), Client, and act as a link for documentation related queries

FRONT OFFICE MANAGEMENT

Manage the employee working schedules to meet peak

Participate in the selection of front office personnel; supervise and train the team. Evaluate the job performance of each employee.

Monitor all V.I.P special guests and requests.

Maintain working relationships and communicate with all departments

Resolve guest problems and complaints quickly, efficiently, and courteously. Review Front Office log book and guest feedback forms on a daily basis.

Education

Associate Degree Program

Graduation in Commerce (Majors : Business & Commerce)

Emaan Institute of Management Science Karachi

July 2020- July 2022

H.S.S.C, Sindh Board of Higher Education, Karachi

H.S.S.C –2002

Sindh Board of Secondary Education, Karachi

S.S.C – 1999

Pakistan Embassy School, Riyadh Saudi Arabia

Primary Schooling- 1999

Core Skills

Customer sales and Services, Excellent Written & Verbal Communication, Microsoft word, Ticket Reservation, generation & Analysis, Email Etiquette, Account Management and Service Delivery, Public Relations and Communications, Administrative Support, Complain Management & Resolution Team, Front-End Operations, People Management, Time Management, System Support

CORE COMPETENCIES

Substantial experience and outstanding skills in customer sales service

Dynamic, result-oriented professional with excellent communication and time management skills.

Problem solving skills & ability to take tasks to closure efficiently.

Multi-task with ease to ensure service delivery on time

Seek solutions using logic and analytical ability

Excellent interpersonal skills, ability to work well with others, in both supervisory or support staff roles.

PERSONAL DETAILS

Father Name: Ata Ur Rahman Javed (Late)

Birthday: 3rd June, 1983

Marital Status: Married

Gender: Female

Nationality: Pakistani

Passport Number: GZ9150682

Computer Skills

Microsoft Word, Excel, Outlook, Power point, OneNote, Access)

Google Drive (Docs, Sheets, Slides, Forms)

Spreadsheets (Excel, Google Sheets, Open Office)

Email (mail merge, filters, folders, rules)

Presentations/Slideshows (Power point, Google Slides, Open Office Impress, Tables)

REFRENCES

Can be furnished upon request

Contact this candidate