AMBREEN SHAUKAT

Building ***** Flat No **,Street 929 Zone 45,Area Matar Qadeem

Email : addxvi@r.postjobfree.com

Tel : +974-********

Objective

To obtain a challenging position in a people oriented organization where I can maximize and develop my customer services experience to achieve corporate goals.

Qualifications

Masters of Business Administration -MBA, Marketing 2011- 2013

Khadim Ali Shah Bukhari Institute of Technology (KASBIT)

Bachelors of Commerce -B.Com 2007-2009

University of Karachi

Higher School Certificate -HSC 2004-2006

Khatoon-e-Pakistan Govt Degree college for women

Secondary School Certificate -SSC 2002-2004 (Computer Science)

School of Knowledge

Computer Skills

3 Years Advance Diploma in Software Engineering from Aptech -2006-2008

Languages: PLSQL, SQL, C#, ASP.NET,Visual Basic

Operating Systems: Windows98 / XP / 2000/vista,Windows 7

Databases: Oracle 9i, SQL Server, MS ACCESS

Other Tools: MS Office, Form Builder 9i, Oracle Reports, MS Access, MS Project Peach Tree, Fox

Pro, Business Pro & Primavera.

Language Skills

English -Fluent

Urdu-Fluent

Responsibilities as a Trainer

Conducted Following on the job trainings related to customer services for new joiners in order to familiarize them with the working environment of the company so that they can provide excellent service to the customer.

Hub customer handling

Acceptance of falcon

Operation product knowledge

One world ground services

One world events

One world staff travel procedures

One world introduction

Altea customer management

Emergency and humanitarian response

Document and visa check

Boarding gate workshop

Driving customer service excellence hub

Handling bomb threat call

Aviation Security Awareness

Handling customers with disability

Safety management system

Air side safety awareness

Basic world tracer

One world program

Dangerous goods category 9

Human factors

Fire safety in accommodation

Bomb threat handling

Wild life trade

Admin Support

Documentation

Petty cash handling

Receiving calls

Sending emails

Coordinating with various departments

Arranging meetings

Data entry

Professional Experience

Customer Services Agent(US Flights) Boarding gates-Check in counter & Transfer Desk

Qatar Airways, March 2015-June,2020

•Trained Customer services agent for US flights at boarding gate and check in counters and following the extra security checks for the US sector and also performing for the non security checks flights.

•Documents check including Visa and Green Cards.

•Documents check for MEDA cases in case of sick or pregnant passenger on the flight.

•Emergency exit seats assignment to able bodied passengers.

•Extra vigilant profiling of WCHC requested passengers booked on the flight.

• Bassinet seat assignment to infants.

• Verification details on passport of each and every passenger before boarding.

•Tagged baggage at the gate and guided passengers about custom clearance upon arrival in destination.

•Provided excellent customer services and satisfying the queries of the passenger.

•Passenger boarding in the system and provided necessary assistance.

•Boarding announcements and followed the zone boarding procedure.

•Passengers movement to the aircraft after carefully reconciled boarding passes.

•Coordinated with the dispatcher time to time regarding the clearance and other issues.

•Coordinated with the Cabin crew on the flight.

•Released final documents including TOB to the dispatcher and the Cabin crew.

•Handled Deportees accompanied and unaccompanied customers.

•Assisted VIP,VVIP and CIP passengers throughout the boarding process.

•Met the arrivals (Normal and Security exempted )

Customer Service-Ticketing and Reservation (Travel Counselor)

Air blue,2010-2011

Generated flight reservations using airlines’ computer system and issued airline tickets and boarding passes after checking visas.

Dealt directly with customers either by telephone, electronically or face to face

Directed customers about baggage allowance policy.

Provided best knowledge to the customers both over the phone and in-person

Handled irate customers and resolved problems effectively

Special and outclass assistance during cancellations and flight delays.

Worked on frequent flyer programs also trained junior staffs.

Manage administration

Handle and resolve customer complaints

Dealt with Agency Discounted Tickets.

Issued tickets against Vouchers for government arm forces.

Demonstrated ability to provide relevant information to customers regarding current packages and possible up-gradations.

Issued online tickets through credit or debit cards and verification.

Maintained Daily and monthly sales report.

CARGO Customer Services and Sales supervisor

Air blue, 2011- 2014

Responsible for Cargo sales and customer services through out the network.

Coordinated with GHA and ensure cargo is flown as booked and airline customer service standards are maintained.

Dealt with domestic and international clients.

Dealt with problems arising such as delays,disruptions,cargo mishandling and transfer of cargo.

Monitored Cargo inventory.

Administrative functions including roster of staff.

Handled and resolved customer complaints

Compiled the cargo documentation for cargo uplifted on flights

Kept records of customer interactions and transactions

Investigated and responded to queries; complaints and claims in order to restore customer confidence

Maintained record details of actions taken

Managed various administration tasks.

Communicated and coordinated with internal departments

Followed up on customer interactions

Market Rates analysis and updated competitive rates in the system.

Achieved the sales and revenue targets assigned by management on monthly basis.

Maintained Cargo agent's accounts.

Targets versus achievement on daily, weekly and monthly basis analysis.

Maintained record of Bank guarantees and their expiry.

Communicated with the Ground Handling agents and General Sales agents through emails and in person.

Coordinated and followed up with cargo sales agents and the operational staff.

Communicated with the Load controllers,baggage and ramp staff.

Complete follow up until the cargo is on loaded in safe and sound condition.

Communicated with tracers in case cargo is missing.

Maintained friendly relationship with the agent's and have support through out the year.

Maintained reports for monthly cargo and revenue analysis.

Reference:

Can be provided on demand.

Contact this candidate