خلاصہ

WORK EXPERIENCE

April, 2011 Present Pakistan International Airline, (PIA)
March 1st, 2016 Till Now. PIA Contact Center Karachi.
Quality Assurance Evaluator Trainer March 1st, 2016 Present
Responsible to scrutinize defined standards and level of quality delivered by assigned team in terms of Communication, Service and Transactions.
Conduct training for SABRE GDS/SABRE SONIC and instruct Policies of PIAC to fresh existing employees.
Develop report based on feedback for assigned team members on periodic evaluation.
Communicate significant issues and developments identified during quality assurance activities and provide recommended process improvements to management.
Provide support and training to existing Travel Consultants (CSRs) to groom their skills for better productivity.
Evaluate and validate complaints and issues raise by customers (internal/external).
Provide support and acceleration to Travel Consultants (CSRs) and peers in handling of transaction efficiently.
Evaluate assigned team periodically and reporting of same at management level.
Interaction with a diverse group of customers in person regarding their complaints and Issues.

Nov 1st, 2014 Feb 29th 2016. PIA Contact Center Karachi.
Customer Flight Information Control March 1st, 2016 Present
(Outbound)
Working side by side with Center Reservation Control (CRC).
Telex handling implies working on cancelled/Rerouted/Scheduled affected Flights and others.
Handling of General/Divisional/Special Queues for various Procedural action purposes.
Working on Pre-Flight Check Procedure.
Working on Ticket Home delivery and Web Ticketing service facility.
Preparation of daily reports of action in the form of summary defining all areas and their count.

















April 25th, 2011 Oct 31st 2014. PIA Contact Center Karachi.
Customer Service Representative April 25th, 2011 Oct 31st, 2014
(Inbound)
Contact handling interactions like inbound, outbound calls (Worldwide).
Email Chat correspondence with customers to solve their queries.
Handling Emergency Response Cell.
Handling Frequent Flyer Program and correspondence with members.
Training of new employees.
Handling complains management.

Aug 1st, 2009 Sep 31st 2012. The Citizen Foundation
Teacher August 1st, 2009 September 31st, 2012
Taught multiple subjects to different levels, especially mathematics. Furthermore used to communicate with parents for counselling.


INTERNSHIP EXPERIENCE
April 1st 2009 Sep 31st 2009 Invaterra (Call Center)
Call center Trainee April 1st 2009 Sep 31st 2009

Customer Service Skills
Accent Neutralization
Product Knowledge
System Training
Product knowledge
Mock calls
Buddy System
Live calls with Coaching
Quality Management