Customer Care Manager

Curriculum Vitae

FAISAL MAHMOOD SHAIKH

House #A228 Block # 3A Gulistan-E Jouhar Main University Road. Karachi,Pakistan.

SUMMARY

I am a dedicated, honest and hardworking person. Striving for excellence. My objective is to be a part of the challenging team which strives for the better growth of the organization and which explores my potential and provides me with the opportunity to enhance my talent with an intention to be an asset to the company.

CURRENT WORKING EXPERIENCE:

QATAR AIRWAYS

FROM January2018-PRESENT (2 Years)

Working in Qatar Airways as a Office Administration officer

Planning and Monitoring 547 staffs Roster through RMS System (Revenue Management System).

Schedule the meeting between the Staff/Supervisor and Line Manager.

Live monitoring of staff working area through QS Care System.

Follow up Passenger Complaint and Compliment.

Doing Investigation and generate the PIR with Line manager and Shift Duty Manager.

Schedule Staff operation Requirement Training.

QATAR AIRWAYS

FROM January2013-December2017 (5 Years Experience)

Working in Qatar Airways as a Supervisor Customer Service &Customer Care Department.

CUSTOMER SERVICE RESPONSIBILITIES:

Supervise and control flight handling such as Flight editing, check-in, Transfers and Boarding in accordance to the Company Policies & Procedures, and achieve optimum customer satisfaction and on-time departure of flights.

Control and discipline the conduct of front-line staff, in order to ensure that the right image of the organization is projected to internal and external customers. Perform regular briefing / coaching sessions to ascertain that each staff member is updated on the application standard and procedures. Should have the ability to comprehensively plan and organize handling of critical flights and effectively deal with demanding situations.

Expected to liaise between airline representatives and other departments within the organizations for handling exceptional situations (Flight Disruption & Miss-Connections) and take prompt decision with regards to re-routing of passengers, provision of accommodation and facilities, minimize loss and concurrently ensure that customers trust is retained. .

CUSTOMER CARE RESPONSIBILITIES:

Supervise Special Handling Department.

Take care and focus all the Arrival &Departure PSM.

Making Daily Reports of all PRM Passengers.

In SPHL Department monitoring the wheel chairs passengers/UM&YP passengers/VVIP passengers/Medicare passengers.

SHAHEENAIR INTERNATIONAL AIRLINE

FROM DEC2011-DEC2012

Working in Shaheen Air International Airline as a Supervisor in Sales &Marketing/Reservation Ticketing Call Center Department.

Responsibilities

Call center supervisors are expected to be “renaissance people” who excel at a variety of roles and responsibilities. They must be excellent multi-taskers, combining the ability to manage and coach agents, handle challenging customers, readily shift priorities, prepare management reports, and lead call center initiatives while ensuring that service level and quality objectives are achieved. Supervisory job responsibilities change frequently, but generally include the following tasks:

Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.

Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance.

Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review. Assist agents with career development.

Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department.

Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.

Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, Engineering, Marketing, Manufacturing and other areas of the company to facilitate problem solving.

HAJJ OPERATION WORKING EXPERIENCE:

SAUDI GROUND SERVICES

FROM SEP2011-DEC2011

Working in Saudi Arabia with Saudi Ground services (SGS) for HAJJ Operation 2011 As a Telex Officer / General Declaration (GD) Officer/Traffic and Ramp Officer.

Responsibilities:

Working different Airlines Counter as a Check In Officer.

Working different Airline Counter as a Passenger Handling Officer.

Sending arrival information

Sending departure information

Making manual LDM/CPM/MVT for all airlines

Making General Declaration for all airlines crew.

AIRLINES ARE:

1/ EMIRATES .2/MALAYSIAN .3/AFGHAN ARIANA .4/PAKISTAN INTERNATIONAL AIRLINE .5/SHAHEEN AIR .6/IRAN AIR.7/BIMAN BANGLADESH AIR .8/KAAM AIR.9/KABOO AIR .10/MAX AIR .11/ETIHAD AIR .12/GULF AIR .13/MAHAN AIR

PAKISTAN INTERNATIONAL AIRLINE

FROM 2006-2011

Team Lead Customer Service Representative:

Training and development of new and old staff and Monitoring of,

Product Knowledge

Live/Recorded/Test Calls

Complaint Management System

Day to day floor issues

Team meetings/Individual counseling

Grooming of agents

Preparation of daily and monthly reports

Monthly evaluations of Team

Conducting Briefing/Presentation on Communications and Customer Services/new products/services/policies

EDUCATION:

Diploma in Hotel Management 2005 To 2006 From Goon University Malaysia

Bachelor of Science (B.Sc) 2004 from Karachi University.

Diploma in Hard Ware &Networking 2002 from Techno Men Institute.

Intermediate 2000 from National Collage.

CERTIFICATES:

Airside Safety Awareness.

Office and Information Security Awareness.

Basic Security Awareness.

Handling Bomb Threat.

General Security Awareness.

Safety Management System (SMS).

Human Factor.

Dangerous Good CAT 9

AIRLINE SOFT WARE:

SABRE SYSTEM / WORD SPAM / ABACUS SYSTEM /GUI SYSTEM/CUTE SYSTEM/AMEDIUS SYSTEM/DCS SYSTEM/RMS System/QAS Care System.

COMPUTER SKILLS:

Completed Training on Microsoft Word, Excel & Power Point.

Graphics software’s Adobe photo shop, Free hand & Flash.

LANGUAGES:

ENGLISH (READ,WRITE,SPEAK)

URDU (READ,WRITE,SPEAK)

MALAY (SPEAK ONLY)

ARABIC( SPEAK ONLY)

PERSONAL INFORMATION:

Father’s Name : Mahmood Ibrahim Shaikh

Mobile : 021-********(PAKISTAN) / 009**-********(QATAR)

Date of Birth : 22-NOV-1980

Marital Status : Married

Yahoo : *******************@*****.***

Passport Number: AN5196202

References Furnished Upon Request

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