概要

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

工作经历

公司标识
Quality Assurance Evaluator & Trainer
PIA Contact Centre
Mar 2016 - 代表 | Karachi, Pakistan

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.

公司标识
Outbound Travel Consultant
PIA Contact Centre
Nov 2014 - Feb 2016 | Karachi, Pakistan

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.

公司标识
Customer Service Representative & Trainer
PIA Contact Center
Apr 2011 - Oct 2014 | Karachi, Pakistan

Contact handling interactions like inbound, outbound calls (Worldwide).
Email correspondence with customers to solve their queries.
Handling Emergency Response Cell.
Handling Frequent Flyer Program and correspondence with members.
Trained new employees
Handling complains & management.

学历

Federal Urdu University of Arts, Sciences and Technology
硕士, , M.Sc‎
Mathmatics
所占比重 87%
2008
University of Karachi
学士, , B.Sc‎
所占比重 54%
2005
Govt. college for women,Saudabad,Karachi.
中级/A级, , F.Sc Pre-Engineering‎
所占比重 49%
2003
Arman School
大学入学/0级, , Matric in Science‎
所占比重 52%
2001

技能

熟练 Software Quality Review

语言

中级 英语

Asia 联系人

Tauqeer Ahmed Shah
Softech Worldwide
Muhammad Naeem Khawaja
Violence against women Center Multan (Head Quarter)
Riaz Ahmad
Al fazal Restaurant – Wapda town, Lahore
MUHAMMAD UMAIS KHAN
A F Ferguson & Company