Parveen Hanif

Contact Number: +965-********

Email adjie3@r.postjobfree.com

Objective:

To be a part of challenging and dynamic work environment for which I use my well-developed skills and knowledge and make a significant contribution in the success of the organization.

AREAS OF EXPERTISE:

Customer Relationship Development Training Team working Problem solving Quality Assurance Good communication skills Strong customer focus Enjoy working with people

PROFESSIONAL EXPERIENCE & SIGNIFICANT ACHIEVEMENTS

Union Travels (2000)

Al Rawda Travels (2001-2002)

Travel Consultant

My responsibilities were include the following.

Discuss client requirements and advise on suitable options

Plan, prepare and cost itineraries (travel plans) for clients

Make travel, accommodation and related bookings

Confirm bookings and notify clients of luggage limits and insurance

Issue tickets for travel, accommodation vouchers and all relevant documentation

collect payments and maintain records of transactions

Assist with changes to travel arrangements and bookings where required.

Receives request from the Passengers to issue/reissue/reroute/refund.

Ensures all reservations are confirmed prior to travel.

To supervise and train newly joined staff.

Automated System Company (A.S.C)/Galileo ACO

Customer Support Officer (April 03)

JOB SUMMARY

The Customer Support Officer (CSOs) is ‘front line’ helpdesk position with responsibilities to respond to the company’s customer complaints & queries. The CSOs communicates with clients (Travel Agents) and vendors (Airlines) and Galileo head office to resolve product issues. Escalate non- routine Galileo problems to Head office and communicate to resolve the same. The CSOs coordinates with Company’s IT dept. and the Account/Sales Executives for supply/update of IT. Hardware/Software and to resolve day-today Hardware/Software issues & requirements of Travel Agent

Successfully completed the following AMADEUS courses:-

A) Galileo Basic Fares & Ticketing Course (ASC)

(B) Galileo Advance Reservation Course (ASC)

(C) IATA, UFTAA VIASINC COURSE Certification (ASC)

(D) Galileo Helpdesk Course Langley UK.

Key Performance Area 1:

To respond to product and hardware related queries and problems reported by the travel agencies/ clients and provide assistance to resolve the reported incidents over the telephone and log the calls (resolved / unresolved) in to Remedy system with appropriate data.

To update shift-in-charge on any type of problems/ incidents those are not available in Remedy data base, for updates

To share the feedback & market issues with the AE / sales representatives/ shift-in charge and Manager

Key Performance Area 2:

To populate the Remedy tickets with accurate, detailed, and relevant information that will assist in the diagnosis and resolution of the customer’s problem

To use and contribute to the Remedy knowledge base

To raise & update Problem Tickets with Galileo (H.O) to resolve non-routine Galileo issues

To audit & respond to the problem tickets with information requested by Galileo

To Escalate important long waiting PT on SharePoint for quick action.

To update the customers on the resolution of the problem ticket issue, if any.

To log all PTs (problem Tickets) raised daily and generate PT report to shift in-charge on the same on weekly basis; highlighting the status and actions required accordingly

To communicate with vendors (airlines) on reservations and fares/ Ticketing issues

To escalate all incidents reported by clients to shift in-charge if not resolved within the shift hours

Key Performance Area 3:

To log all planned / unplanned outages by areas affected and down time

To check the SITA text machine; fax and e-mail for messages from the airline/vendors, those are to be relayed to the travel agencies

To relay the messages & maintain a log of the relayed messages

To inform the concerned vendors by teletype or e-mail of the dispatch of these messages

To receive and log the travel agencies requests for hardware/ software requirements

To inform the ASC IT dept. of the approved hardware for the travel agencies

To follow up with the ASC IT dept. on the configuration and installation of the equipment/ software at the travel agencies

Key Performance Area 4:

To receive travel agencies, airlines’, Civil Aviation’s calls and written requests to investigate reservations type problems or complaints about the ASC / 1G service

To investigate these complaints with the concerned parties and update shift in-charge accordingly

To produce and update clients –agencies / airlines contact list in GDS system

To action agencies sign on requests and maintain records of the same

To log ADM cases to 1G and follow its set procedures and keep the concerned updated on same

To generate a report to shift in-charge on ADMs logged/ resolved/ rejected on monthly basis

To perform ad hoc tasks assigned by shift in-charge to meet the company’s objectives

To update shift in-charge on the pending tasks, relevant instances / incidents and pending issues for follow up

Automated System Company (A.S.C)/Amadeus ACO

Customer Support Senior Staff (TILL 2019)

Job Description

The Customer Support Senior Staff (CSS) is to monitor front line staff, support them with their queries, Train them to handle the responsibilities and day to day task, handling the difficult clients, managing the shifts for staff’s by making a Weekly/Monthly roster, position with responsibilities to respond to the company’s customer complaints & queries. The CSOs communicates with clients (Travel Agents) and vendors (Airlines) and Amadeus head office to resolve product issues. Escalate non- routine Amadeus problems to Head office and communicate to resolve the same. The CSOs coordinates with Company’s IT dept. and the Account/Sales Executives for supply/update of IT. Hardware/Software and to resolve day-today Hardware/Software issues & requirements of Travel Agent

Responsibilities

To monitor the service centre compliance to work ethics and service guidelines as per ASC's policies and applicable laws.

To assist help desk staff in solving non-routine or complex product related and procedure problems.

Confer with Staff, ASC customers, supervisors, and managers to determine requirements for new or modified Help Desk tools and processes.

To see that helpdesk staff receive adequate product, and customer handling skills training.

To escalate the top customer/ vendor product and service related issues to the responsible bodies within prescribed time and follow up on the response to the customer.

To provide motivation to the HD staff and maintain a high moral environment at HD.

To communicate with suppliers and vendors on product and service issues.

To report on performance of the HD and market trends to the management with recommendations for improvement.

To recommend, deploy and monitor the adherence to ISO procedures and standards.

Administrative tasks:

To produce the helpdesk rosters, annual and other leave rosters.

To produce and check the daily shift handovers.

To monitor the fulfilment of customers’ requests for system access, training, products and hardware.

To schedule and manage breaks, meetings and other non-service activities.

Successfully completed the following AMADEUS courses:-

(a) Amadeus Basic Fares & Ticketing Course:

(b) Amadeus Advance Reissue & Refund Course:

(c) Amadeus Central System for ACO Certification:

(d) Amadeus Helpdesk Course

During this course, the following topics were covered.

Getting Started: Amadeus Central System, Local Security

Amadeus Information Pages: Information pages and help functions

Amadeus AIR: Flight availability, schedule and timetable display

Amadeus PNR: Creation, modification, split, copy and history of PNR

Amadeus Itinerary(and Invoice): Displaying and printing itinerary(And Invoice)

Amadeus Queues: How to use Amadeus Queue Package

Amadeus Fares And Pricing: How to use the fare quote system and pricing

Amadeus Ticketing: Transitional Stored Ticket (TST), e-Ticket

Amadeus Cars: Booking and selling cars

Amadeus Hotels: Booking and selling hotels

Amadeus ADTD

Amadeus SELCO

Amadeus Reissue And Refund

Amadeus EMD

(d) Amadeus Help Desk Course:

:

Utilize all the functionality available to Help Desks for identifying and solving problems

Assist end users with central system functionality and database problems.

Describe the Amadeus System processing and communication

Respond accurately to specific system responses

Identify problems and assign them to the appropriate groups

Follow the procedures for reporting and escalating problems.

It included the problem handling and reporting, One view & win@proach, the Amadeus Distribution System, Terminals, Office IDs, Office profiles, End user maintenance, Local security, Amadeus Extended Ownership, Transaction Security, Amadeus Air, Amadeus Fares And Ticketing, Ticketing, Printing And Travel service Leisure.

Responsible to work as a ticketing in charge and to supervise the counter by checking and handling all the issues related to the customer of between the staff. In addition, working as a retail person in passenger handling.

Schedule appointments with clients or meet with walk-in clients to arrange vacations and organize travel plans.

Using various computer software programs to check various flight dates and times, arrange accommodations, book rental cars or even arrange limousine service if required.

Make proposals to clients to limit the cost of travel or to offer special reduced rates to customers that meet requirements for sales or reduced fares.

Complete final books, arrange for ticket delivery and confirm all aspects of the travel arrangements with the various agencies and the customer.

Notify customers of any passport issues or other items of concern that may affect travel such as medical records or restrictions for travel.

Collect fees associated with booking travel arrangements, provide customers with a copy of

Working in GDS

I have worked in below mentioned GDS for reservation & ticketing of different Airlines.

Galileo

Amadeus

Educational Qualification:

H.S.C from Bombay

Professional Development:

Amadeus

(a) Ticketing

(b) Refund and Re-issue

(c) Fares

(d) Revalidation

(e) EMD

(b) Galileo and Amadeus Courses:

(1) Galileo and Amadeus Basic Course

(2) Galileo and Amadeus Advance Courses

(3) Galileo and Amadeus Helpdesk Course

Computer Literacy:

Software:

Having good knowledge of all operating system like Microsoft Windows 98, Windows 2000, Windows XP.

Having good knowledge of Microsoft Word, Microsoft Excel, Microsoft Access and Microsoft Power Point.

Language Proficiency:

Language Level

English Excellent written, listening and verbal skills

Arabic average

Urdu Read and Listen

Hindi National

Personal Info:

Name Parveen Mohammad Hanif Chhawniwala

Date of Birth 24th Aug 76

Visa No. 18 transferable

Marital Status Married

Mobility Holding driving license

Reference:

Available on request.

Contact this candidate