PROFILE

Customer-focused professional with a proven track record in delivering exceptional service and resolving customer issues. Adept in record-keeping, problem-solving, and maintaining high standards of discipline. Seeking opportunities in general customer service to leverage skills and contribute to positive customer experiences.

PROFESSIONAL EXPERIENCE

Feb 2022 – Jan 2024

Dubai, UAE

Customer Service Agent

DNATA (Dubai National Air Travel Agency)

•Directly engage with customers across multiple touchpoints, including check- in, gates, transfer desk, special handling, and FMU.

•Maintain a positive and professional demeanor while assessing and addressing customer needs, ensuring overall satisfaction.

•Effectively handle challenging conversations and conflicts, demonstrating the ability to maintain composure and resolve issues.

•Record and document customer interactions, transactions, comments, and complaints, contributing to a comprehensive database for continuous improvement.

•Provide accurate and detailed information to customers, ensuring a seamless experience and meeting their specific requirements.

•Collaborate with diverse teams to uphold discipline and grooming standards, contributing to a cohesive and professional working environment.

•Utilize effective communication procedures and policies to streamline information flow and enhance service efficiency.

•Proactively identify irregularities or service shortages, promptly reporting to senior management for corrective actions.

Jan 2021 – Jan 2022

Trivandrum, India

Reservation Agent

Spice Jet

•Advised customers on travel options and tailored reservations to their needs and budgets.

•Conducted availability checks for accommodation and transportation.

•Crafted personalized itineraries, showcasing local attractions.

•Efficiently processed payments and resolved booking issues.

•Promoted and sold reservation services, boosting revenue.

•Responded promptly to customer inquiries and offered additional services.

•Provided flexible support for reservation amendments and cancellations. May 2020 – Dec 2020

Trivandrum, India

Customer Service Agent

Kerala Travels Interserve

•Maintained a positive and professional attitude for customer satisfaction.

•Effectively identified and addressed customer needs.

•Recorded interactions and complaints for reference.

•Promoted top-tier customer service with comprehensive information.

•Skillfully resolved conflicts and handled complaints.

•Complied with communication procedures and policies.

•Proactively reported irregularities for corrective action. EDUCATION

2021 – 2023

Kollam, India

Master of Business Administration (Airport Management) Bharathiar University

Farsana Shafi

ad3pmf@r.postjobfree.com +971********* Dubai, UAE linkedin.com/farsana-shafi

2020 – 2021

Kollam, India

Airline & Airport Management

Bharathiar University

2018 – 2021

Kollam, India

Bachelor of Business Administration

Kerala University

CERTIFICATES

Dangerous Goods for Passenger Handling

Crime Awareness and Prevention

Introduction to Cybersecurity

Introduction to Civil Aviation

Aviation Security

Introduction to IATA Area I, II & III

SKILLS

Conflict Resolution

Adaptibility

Time Management

Teamwork

Attention to Detail

Contact this candidate