SUMMARY

I am highly experienced aim to deliver unique and unforgettable experiences of Qatar served up through exclusive offering, a constant focus on quality and always with a customer-first approach. Customer service professional with 13+ years at Qatar Airways I'm responsible for providing seamless operations and service to Qatar Airways passengers who use Discover Qatar products ( airport transit Tour, Hotels, car rental, City tours) and also to promote Qatar as a premium tourism destination by employing effective processes to provide quality tour consultation. A part from the daily operation, I've demonstrated deep expertise in using my analytical skills to build business spread at HIA. Armed with a passion to solve real-world business challenges using data analytics. I am curious, proactive, practical and solution-oriented with "get it done!" attitude.Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise. Responsibilities

PROFESSIONAL EXPERIENCE

Airport Operations Officer -

Qatar Airways - Discover Qatar

+974 -77471284

ad1wop@r.postjobfree.com

hemantkumarram

Doha,Qatar

HEMANTKUMAR RAMPRAKASH

Client Service Officer

Documents standard customer meetings, required communication, and review/documentation of your defined accounts to identify opportunity and mediate potential risk in a timely manner.

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Accountable for the overall customer wellbeing by supervising and improving customer health, driving customer adoption, identifying references & product/service referrals, and acting as an escalation point for customer issues impacting the overall relationship

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Demonstrated in-depth knowledge of products to effectively support and assist customers in making informed purchasing decisions, resulting in increased sales and customer satisfaction.

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• Manages customer communication related to renewals and price increases and engages in negotiations as needed

• Successfully onboarded and managed new accounts, ensuring a smooth transition and establishing strong relationships with key stakeholders.

• Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals

• Manage large customer/business accounts and support with daily questions and opertations.

• Manage the on-boarding of new clients. and support customers.

• Work on new production set-up and launches for the Transit Customers.

• Handle any customer order changes or inquiries.

Utilized strong verbal communication skills to engage with customers, actively listen to their needs, and provide personalized assistance, resulting in enhanced customer loyalty and repeat business.

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• Review new Transit Products for the Transit Customers. Provided leadership and guidance to a customer service team, fostering a collaborative and high-performing environment, resulting in improved team morale and productivity.

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• Resolve customer conflicts and handle escalation procedures. Apr '23 Present

Doha, Qatar

Accountable for facilitating the development of Qatar as a tourist destination by promoting and offering luxury accommodation, transport, tours and excursion packages and providing high quality destination services to individual clients.

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Increasing departmental sales revenue by 25% respectively by facilitating non-standard requests. Researching, gathering and analyzing competitors information to define the best selling approach to increase DQ market quota and visibility.

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Exceeding client expectations by delivering personalized service, promoting and encouraging positive feedback in order to increase the number of positive reviews.

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• Promoting 5S methodology and implementing poka yoke and other value added principles to improve business operations. Accountable for identifying safety risks in accordance with the risk assessment process, and ensuring that adequate risk mitigation steps are appropriately implemented in order to ascertain safety within the workplace.

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Airport Operations Coordinator -

Qatar Airways - Discover Qatar

Snr Airport Operations Agent -

Qatar Airways - Discover Qatar

Snr Customer service Agent -

Qatar Airways

Customer service Agent -

Qatar Airways

EDUCATION

Master of Business Administration- MBA -

Manipal University Jaipur

Pursuing MBA with Analytics & data science, most -in-demand domain in this digital age. Post graduate Programme in Data Science -

International Institute of Information Technology

Specialization in Business Analytics

Bachelor's in Tourism Studies -

Indira Gandhi National university

Tourism management & Marketing

Behavioural Competencies

Problem Solving

Ability to handle challenging situations.

Effective Interactive Communication

Results Orientation

Teamwork and Cooperation

Technical Competencies

Tools: Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.) Jun '19 Apr '23

Doha, Qatar

Coordinating and managing all airport operations, including arrivals and departure procesures, MAAS Handling, Bookingd,customer service and security protocols.

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• Ensuring that aiport facilities are well- maintained and comply with safety and security regulation.

• Managing and supervising a team of airport staff, including customer service representative.

• Collaborating with the sales and marketing teams to create strategies for increasing sales growth and improving customer experience.

• Analyzing sales data and customer feedback to identify opportunities for improvement and adjusting strategies accordingly. Developing and implementing training programs for airport staff to ensure that they are equipped with the necessary skills and knowledge to provide excellent custome service.

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Nov '13 Jun '19

Doha, Qatar

• Focus on the Discover Qatar -free city tour.

• Creating awareness about Qatar among the transit customers and offering free city tour.

• Playing important role to provide destination information.

• Ad-hoc report preparation for the management.

Sep '13 Nov '13

Doha, Qatar

• Ensure the efficient customer flow through the terminal in compliances with agreed SOP.

• Support stakeholders and business partners to ensure their business runs effectively.

• Maintain a concise,clear and factual shift report. Mar '10 Jul '12

Doha, Qatar

• Offer passengers the 100% highest level of service.

• Responsible to handling flights departure and arrival actives . Jun '22 Present

Jaipur

Sep '20 Oct '21

Banglore

Jul '16 Dec '19

Ahmedabad

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