Critical and creative thinking
Hasan Lafir
Senior Client Care Specialist
Al Nahda Dubai ,UAE
Summary
I'm a customer service professional who is also knowledgeable and self motivated with extensive experience in the aviation industry, I have proven skills in establishing rapport with clients. My outgoing, positive demeanor makes me a solid team player. I am motivated to maintain customer satisfaction and contribute to the company's success. I specialize in quality, speed, and process optimization. Articulate and energetic, I have an exemplary passion for developing relationships, cultivating partnerships, and growing businesses. There's nothing more rewarding than helping customers build and scale their relationships by embracing the cloud. I think big and deliver a significant impact in whatever I do.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Executive - Customer Service & Operations
Planet Eco Building Material LLC
Dubai, United Arab Emirates
08.2022 - 11.2022
- Engaging with Customers by building and Preserving Trusting Relationships.
- Constantly identify opportunities to grow the customer base and build positive relationships with new clients.
- Strategic Planning to find solutions to problems to ensure maximum client satisfaction. can improve and gain mastery
- Conduct quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of complaint.
- Working closely with Sales and Accounts Managers to ensure that all staff preserves relationships with clients.
- Located bottlenecks to streamline existing processes.
- Developed sales strategies to achieve short and long-term sales revenue objectives.
Senior Customer Service Executive
IndiGo Airlines
Chennai, India , Tamil Nadu
09.2016 - 07.2021
- Provide knowledgeable answers to questions about products, pricing, and availability.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Monitored airfield duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations targets.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Introduced complex baggage screening system, increasing screening accuracy by 75%.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Increased revenue to company by implementing effective sales strategies in Reservation, excess baggage, seat sales and thus increased revenue of 1.5L per shift in sales.
- Communicate with customers via phone, email, and chat.
- Data entry in various platforms.
Education
Associate of Arts - Bachelor of Commerce
Loyola College
Chennai 08.2013 - 06.2016
Diploma - Diploma Information Enterprise And Technology
Loyola College
Chennai 06.2012 - 05.2013
High School - Commerce And Accountancy
Sherwood Hall Senior Secondary School
Chennai 06.2011 - 06.2012
Skills
Team building expertise
Excellent listening skills
Efficient customer service expert
Certification
Imposter Recognition and Passenger Assessment, Document Security Features and Identifying Human Smuggling and Trafficking- Overseas Criminal Investigations Unit, Embassy of the United States of America, New Delhi
11-2019
Initial Dangerous Goods Regulations Training for Operations and Ground Handling - DGR Training, Chennai
05-2017
Airport Core Essentials Training Program - IndiGo, Gurugram
09-2016
Accomplishments
ROTARACT CLUB : Eminent member of The Rotaract club and organized various cultural activities during college days.
YOUTH RED CROSS : Member and regular donor of blood for various camps conducted by youth red cross (2013).
INDIGO : Organized an event VAGANZA & hosted the Fashion show in western as well as Indian, which was a successful outcome.
INDIGO : Received "Employer of the Month" several times by achieving targets and revenue to the company.
INDIGO : Received an award for "Fittest of All" 2019
INDIGO : Received several appreciations(6E CLAPS) from internal employees by helping different departments and multitasking.
INDIGO : Supervised team of 50 staff members.
Software
Social Media
Google Drive
Spreadsheets
Presentations/slideshows
Navitaire
Go Now
Sky Speed
Fast Bag Drop
Microsoft office
Interests
Reading Books
Cycling
Amateur Cooking
Travelling
Fitness enthusiast
Timeline
Executive - Customer Service & Operations
Planet Eco Building Material LLC
08.2022 - 11.2022
Imposter Recognition and Passenger Assessment, Document Security Features and Identifying Human Smuggling and Trafficking- Overseas Criminal Investigations Unit, Embassy of the United States of America, New Delhi
11-2019
Initial Dangerous Goods Regulations Training for Operations and Ground Handling - DGR Training, Chennai
05-2017
Senior Customer Service Executive
IndiGo Airlines
09.2016 - 07.2021
Airport Core Essentials Training Program - IndiGo, Gurugram
09-2016
Associate of Arts - Bachelor of Commerce
Loyola College
08.2013 - 06.2016
Diploma - Diploma Information Enterprise And Technology
Loyola College
06.2012 - 05.2013
High School - Commerce And Accountancy
Sherwood Hall Senior Secondary School
06.2011 - 06.2012
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