Customer Support specialist
Resume:
T A L A L Z A F A R
C U S T OMER S U P P O R T S P E C I A L I S T
Customer Services ~ Business Operations
P R O F E S S I O N A L MC400, GREEN TOWN, KARCHI, PAKISTAN.
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C A R E E R O B J E C T I V E S
C O R E C O M P E T E N C E
Ensure all SLA requirements are met by the vendor Standard and appropriate steps are taken to correct deficiencies. Maintaining cordial relations with customers to sustain profitability of and increased referrals. Monitoring development and maintenance of relationship with corporate/home segment clients to gather their support in the business
Handling customer grievances and resolving issues. Managed change through support and or coordination of new process/procedures. Delivered results in all goal areas.
Implemented continuous process improvement throughout the operation. Assuming and performing other duties and responsibilities not specifically outlined. Co-ordinate with the Management, Client and Team Leaders to improve the process efficiency. Interact with client regularly for operational issues. Maintain effective communication with Client To ensure all problems are ironed out on a timely basis. To seek challenging assignment and responsibility, with an opportunity for growth and career advancement as successful achievements
Currently designated as Customer Support Specialist. Recognised proficiency in spearheading operations with keen focus on accomplishment of company’s mission & profitability targets.
Abilities in identifying potential, deconstructing complex situations and further conceiving, and implementing streamlined solutions that have led to increased revenues, profitability and overall success. Extensive background in complex and challenging environments with proven ability to represent the company with Customers and Business Partners.
High integrity, energetic leader known for ability to envision and create successful outcomes in complex situations C A R E E R H I G H L I G H T S
AMADEUS
PAKISTAN
SINCE JULY 2017
WORKING E X P E R I E N C E
Serve as Amadeus customers’ first point of contact via phone, e-Support and/or other media in line with the defined support process and tools and with a strong focus on delivering exemplary service
Handle high volume of low to medium complex customer service requests and incidents (e.g. functional queries related to the Amadeus products and system problem reports etc.) Relay requests/problems to 2nd/3rd level support when first contact resolution is not achieved. Primarily provide high first contact resolution to queries relating to Amadeus products. Log all cases and assure correct and comprehensive data to allow for report analysis. Quickly understand customer needs and impact. Service customers in a friendly and efficient manner and apply workarounds if final solution cannot be applied in short time. Advise and consult customers how to use Amadeus products, provide guidance on product usage.
Apply solutions by using Amadeus e-Support Center and guide customers to use and adopt e- Support.
Teach travel agents to use the system, products efficiently to enable them to fully understand functionality and make bookings.
Assists other departments for testing products, functionalities or any helpdesk activity such as on-site training, migration, etc.
CUSTOMER SUPPORT SPECIALIST
C O U R S E A T T E N D E D
Certificate in Basic ticketing (Pakistan International Airline) Certificate in Basic ticketing (Amadeus)
Certificate In Advance ticketing (Amadeus)
A C A D E M I A
Bachelors Degree (Major: Accounts, Economics) University of Karachi, Pakistan P E R S O N A L D A T A
Father’s Name: Muhammad Zafar Siddique Minhas
Date of Birth: June 21, 1996
Nationality: Pakistani
Marital Status: Single
Religion: Islam
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