I am a travel consultant team leader for an internationally renowned airline. In a team of 8 consultants, I am responsible for the team's learning and development for the betterment of good customer service. I have worked for 8 years in the tourism industry particularly using the Amadeus GDS system. With the skills acquired I believe, I can confidently tackle and welcome new challenges in the tourism industry. In all the years I have been at my current company I took on different positions which I have listed below and briefly mention their duties, responsibilities, and skills acquired.

Help desk/support agent

• Guide and support the less tenured agents with challenges they came across while working on customers’ flight bookings.
• Issuing and re-issuing air tickets, processing refunds, and manually building fares on the Amadeus GDS system

Quality analysis

• Evaluate the agent’s calls and provide feedback
• Monitoring call trends and quality performance
• Develop the agent’s system and product knowledge.
• Develop tailored coaching to improve their overall performance
• Analyze post-call surveys for quality and training purposes
• Investigating customer complaints and resolving issues
• Suggest better ways to  handle call procedures to improve customer satisfaction levels by collaborating with the quality team

Team leader

• Develop consultants by providing consistent, training and performance review
• Support consultants  by handling customer escalations, and provide on the spot feedback
• Solve customer problems by identifying the problem, exploring possible solutions aligned with policy, and offering solutions.
• Motivate  by recognizing high performance and rewarding accomplishments
• Be creative, Suggest and organize team-building activities
• Oversee day-to-day operation and performance by viewing metrics on dashboard reports 
• Administration duties include  Payroll queries, providing monthly KPIs and managing attendance, lateness and applying disciplinary measures as necessary
• Self-develop  by attending up-skilling training, leadership training, and product knowledge development  sessions

Skills

• clear communication skills
• Adaptability to change
• Patient
• Attentive to detail
• Solution driven
• Telecommunication skills
• Dealing with a difficult customer
• Time management
• Effective listening
• Analytical
• unflappable

An opportunity to work for you will be much appreciated, should you find the working skills I have suitable for work at your organization.