• Responsible for handling high volume of inbound calls and creating new client databases.
• Training of New employees and assisting them with any difficulties experienced during a call.
• As an assistant Team Leader, was responsible for monitoring agent calls for quality and training purpose and provide constructive feedback.
• Updating Team leader with the daily and monthly updates through emails and submit feedback on monthly call observations to the management. Attend weekly and monthly review and forecast meetings, and prioritize on resolving the escalated client complaints.
• Extensive experience on Service requests relating to customer queries received through mobile application system.
• Successfully work on and resolve specific customer complaints given by management by co-ordinating with respective departments.
• Coordinate with various teams and provide end to end assistance to clients on new product offerings.
• Manage queries and provide solutions on various financial products like personal loans, credit cards, auto loans and term deposits for companies and corporate clients.
• Cross Selling of various Financial Products.
• Resolve customer complaints and concerns with strong verbal and negotiation skills and with a quick turnaround.
• Display courtesy and strong interpersonal skills with all customer interactions

• Responsible to provide information and sell various Tours and Safaris independently.
• Handled desk calls and walk in customers independently.

This role involves carrying out the following duties in a time critical environment. As a Senior PSSA for Emirates Airlines I was responsible for:
• Taking Inbound Calls relating to new bookings, fares, flight detail enquiries.
• Working out multiple fare structures for passengers.
• Handling inbound calls of First Class and Business Class Passengers.
• Handling flight delays, handling online bookings and queries.
• Handling visa details department.
• Involved in imparting training to new staff on Aviva that included training them on handling and taking inbound calls related to all passenger enquiries and requirements.
• Have Dealt with complains and issues dealt by First Class and Business Class passengers regarding urgent seat assignments, chauffeur drive schedules that were cancelled without prior intimation.
• Having worked overtime and able to handle high call volume due to flight delays and flight schedule changes.

Systems knowledge: Easy Mars and Aviva.

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