Laiba Noor

-To provide a quality service to EK and Code share passengers in respect to check-in, boarding, special services, layover hotels, arrivals/visa services and baggage services as per company commercial and safety standards and procedures so that EK and code share passengers and their baggage are handed in a consistent and efficient manner.

- To provide our customers both internal and external, with best services.
- To cheerfully greet every customer with a smile, 100 % of the time.
- To ensure that, I receive no valid complaints from Emirates customer about the quality of services.
- To maintain Emirates professional image by adhering to all applicable corporate grooming guidelines.
- To deal professionally with my peers and managers.
Check-in / boarding:
- Fully adhere to all operational procedures (SOP) with regards to travel, immigration and safety regulations.

- Provide a proactive service to passengers prior to check-in such as, managing queues, removing old baggage tags, handling denied boarding passenger, staff passengers, helping families, identifying those with special needs and code share passengers, so that they are directed to the relevant check-in counters and are handled efficiently.

- Initiate boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and head count confirmation in order to assist the process for a safe and on time departure of EK flights. For flights boarding from remote, ensure the handling procedure applies.

- Ascertain the handling requirements of the various categories of passengers (e.g. unaccompanied minors, wheelchair, elderly and incapacitated etc.) then ensures that appropriate special services and facilities are provided to meet the special services requirements of the customers.

• Handled Escalations from client's end
• Solved complex escalation scenarios by engaging the correct support or mission team on the case
• Updated databases while complying with GDPR regulations.
• Handled customer concerns and escalated major issues to supervisor.
• Resolved customer queries and problems using effective communication and providing step-by-step solutions.
• Managed complaints with calm, clear communication and problem- solving.
• Made sure the escalations are handled in a timely manner and a proper resolution is delivered to the client.

• Act as the single point of contact for the business partner to ensure that
Business, issues are resolved in a timely manner
• Exceeded goals through effective prioritisation and consistent work ethic.
• Maximized customer engagement and satisfaction by delivering excellent customer service.
• Updated databases while complying with GDPR regulations.
• Created plans and communicated deadlines to complete projects on time.
• Actively listened to customers to fully understand requests and address concerns.
• Picked up additional tasks to aid team success.
• Provide detailed development level education on new products to Business
• Partners at locations around the world
• Provide assistance to Business Partners during capacity and performance test sessions.