Sales Customer

POB ***, Dubai, UAE

Tel: 009***********/056*******

Email: ********.********@*****.***

Patricia D’Souza

Objective

A highly skilled and motivated individual who is wealth of experience in customer service and sales . And has been working for one of the leading Airlines in the Middle East . Looking for a change and a challenging career.

Experience

Skywards Contact Emirates Reservation and Sales Team leader/Supervisor 2008(currently) 20

Responsible for Team of 60-70staff members indirectly on a shift, and Team of 10 directly.

On a daily basis, looking after Operations of the Contact Center. Providing support to the team and giving direction whenever necessary to maintain a smooth workflow

Interacting with internal and external members on accounts and product information via email and Telephone calls.

Investigating and responding to the members complaints and providing a resolution.

Involved in conducting Performance Appraisal for staff who report directly to me.

Analysing reports of performance for the direct repartees on a daily basis and whenever necessary

Conducting Call Quality check on the staff’s calls on monthly basis. And evaluating them on monthly basis.

Preparing development plans for under performers or low performers.

Conducting Team meetings / monthly briefings for staff.

Handling escalation desk whenever required (complaints) from the customer/loyalty members.

Running promotions for the team in order to incentivise the productivity as per the budget provided.

Acting as a point of contact for baggage services as well as skywards product and EK products and services.

EK UAE Sales –EK Counter– Senior Sales/customer service staff -2008-09

Ensuring that passenger is provided the best customer service

Involved in generating revenue for the Company, by completing the sales targets set out by our department.

Ensuring our customer satisfaction has been met, as frontline staff have provided all the Ek products which are applicable for his travel class.

Ensuring the End of Day Sales / accounting has been done in a professional manner.

Contact Center Skywards –Senior Customer Service agent - 2000-08

Call Centre-Front office

Providing superior telephone customer assistance and resolution to problems conveyed by members of Skywards Programme on products, account and promotional issues towards customer satisfaction.

Attending to Silver /Blue/ Gold customer’s queries and providing resolutions.

Training new joiners / on-job and providing feedback to superiors

Business Services – Back Office

Training new staff on the retroactive claims processes for Emirates Airlines and other Partners in the programme and monitoring the progress for new staff.

Independently handling a list of Hotel Partners and Car Rentals, Financial Partner. Doing the necessary dispatch and follow-up for the concerned partner and looking at alternatives to make the workflow easier

Liaising with Systems support team for issues relating to transfer of miles from respective partners and investigating any fraudulent activity.

Gray Business Comm. Jun – Dec 1999 Dubai, UAE

Administrator / Secretary to the Business Development Director

Assisting the marketing and sales department in processing synopses of the upcoming issues of various magazines to advertising, media agencies and other clients

Assisting the advertising department in preparing client confirmation orders and space booking for various magazines

Co-ordination with clients and media agencies and printing press etc. for the advertising material.

Updating client database for the various magazines Maintaining the filing system

In-charge of stationary requirements, printing and other office equipment requirements for the company.

Drafting business correspondence to clients, organizing travel and hotel arrangements for the executives.

Preparing documents for the marketing department and arranging for dispatch by courier.

Unimar Corporation Dec 1997 – May Dubai, UAE

Executive Secretary

Preparing Contracts and quotations for the company

Assisting the marketing department in their marketing pitch.

Co-ordination with the operations department to execute and schedule work duties for the technical workers.

Scheduling appointments and attending to inquiries and complaints.

Education

Bachelor of Arts Major in Economics and Commerce – 1995 Goa University Goa, India

Other Qualifications

Competent in Microsoft Packages - Word, Excel, PowerPoint

Achievements

Emirates Airlines -Bronze Mabrouk Award – May 2002 presented by Skywards

Skywards Founder Certificate – June 2005 presented by Skywards Vice President.

Certificate of Appreciation – February 2005 presented by Skywards

Courses / Trainings Attended

Certified Courses:

Diploma in Travel Management Ticketing and Fare Construction - Trade Wings Institute of Travel Management Goa, India

Certified Customer Relationship Information System (CRIS) Training Course

ILM – Introduction to Team Leading – Achieved through Emirates Airlines from the Institute of Leadership and Management

Mercator Airline Reservations Systems (MARS)

Train the Trainer – Course by Nadia Institute (Dubai- UAE) Certified course KHDA

Personnel Management Course – ACS Institute (Australia ) Currently studying

Advanced MS Office- Learners Point(KHDA ) Certified Course

CERTIFIED HUMAN RESOURCES PROFESSIONIONAL (CHRP) UK Certification – Learners Point (institute)

Personal Details

Date of Birth 9th April 1974

Nationality Indian

Marital Status Single

Visa Status Company (Emirates) Sponsorship

Languages English

Driving License Holder of valid UAE Driving License

References Caroline Carke:– Manager – Emirates Contact Centre. - 050114621

Auf Al Aufi – Emirates Contact Centre Manager -050155870

Contact this candidate