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.