Customer Service Foreign Language
Resume:
Mahsa Payvari Mahram
No ** Davis Road
Weybridge, Surrey
Tel: 078********
Email: ***********@*****.**.**
Profile:
Over 11 years’ experience within the travel & tourism and airline industry. Good knowledge of administration, reservation systems Delta Airlines and Virgin Atlantic Airways. Excellent customer service and team working ability able to work well in a variety of teams with people of different backgrounds. Used to working in busy working environments.
Skills: Languages English, Farsi (fluent) speaking and writing, German (fluent) speaking and writing
IT skills
Spanish (beginner level)
Education:
February2020- July2020 TEFL Level5 teaching English as a foreign language
Course included:
- Creating lessons and teaching materials for a range of levels from
Elementary to Advanced
- Teaching speaking, listening, reading and writing
- Material & resource creation, utilising the internet
- Needs analysis and teaching in different situations
- Classroom management and teaching techniques
- Language analysis – vocabulary, grammar and
pronunciation
2005 – 2007 College of North West London
NVQ Business and Tourism
2003 – 2005 College of Muenster, Germany
Diploma in Air traffic transportation
June 2003 – Sep. 2003 Kingstreet College, London
Diploma in English as a foreign language
1996 – 2002 High school in Cologne, Germany,AS-level Work experience:
16Jan 2023- present United Airlines Heathrow Terminal 2 Customer Service Agent
Checking in passengers landside and airside,
rebooking using SHARES reservation system and
AERO, taking payments for upgrades and excess
baggage, issuing receipts, dealing with flight
disruptions and delays, issuing compensation vouchers 07Sep-19Dec 2022 Lifeplus
German Customer Care Administrator
Talking to customers over the phone, taking orders replying to email queries, dealing with complains
tracking orders.
05Oct 2020-09Aug2021 TSYS Deutsche Bank, Milton Keynes Dispute and Chargeback specialist
Talking to customers over the phone, raising
Chargebacks for Deutsche Bank customers, dealing
with representments, raising fraud chargebacks, writing letters, dealing with complaints.
04 Aug 2008- 23 Sep 2020 VIRGIN ATLANTIC AIRWAYS at London Heathrow airport Terminal 3
Ticketing and Support Agent
selling tickets and upgrades using AIR4 and VS/DL
term reservation system, face to face customer service, taking payments, handling delta ticketing, end of day banking, dealing with flight disruptions, dealing with transfer desk passengers and issues, office duties administration, preparing flight for next day, update seat map
Nov 2005 – Jun 2006 work experience at THE HOLIDAY PLACE in London
general administration office work, booking package holidays, talking to customers on the phone, customer relation issue, dealing with complains.
Jun 2002 – Sep 2003 ATLAS TRAVEL AGENCY in Cologne, Germany Travel Agent
booking package holidays, flights using Amadeus
reservation system, ferry tickets and train tickets, talking to customers face to face and on the phone, taking payments
Dec 2001 – Feb 2002 German travel agency Braunsfeld as a travel agent in Cologne
booking holidays, dealing with complains, passport and visa application, taking payments,
Hobbies and interests: Travelling exploring different places and cultures, geography, reading books, music, swimming, gym, ski,
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