OVAIS V A
Customer Service Agent
Summary
To be associated with your progressive organization with a dynamic work sphere in order to extract my inherent skills as a professional to further the organization's objective and also attain my career targets in the progress.
Overview
2
2
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service - Guarding and Operations
Serco
Dubai
01.2021 - Current
- Working as a Customer Service Agent at Dubai AIRPORTS (Terminal Operations) Serco (From january 2021)
- Promote and ensure excellent Customer Services to all passengers travelling through DUBAI AIRPORTS.
- Resolving Customer inquiries, Communicating with AOCC Concerning operational discrepancies i.e Medical or Technical Cases.
- Managing queue and assisting passengers in all security screening areas and APM / Concourse platforms.
- Managed Check-in process, ensuring 100% of passengers complied with the airline,airport regulations.
- Presented Relevant information's to passengers before boarding, decreasing complaints and questions by 30%.
Education
B.B.A - BACHELOR OF BUSINESS ADMINISTRATION -
Mahatma Gandhi University
01.2013 - 05.2016
High School ( 10th & 12th ) -
The Delta Study School
IndiaMMS - Master's - Management Studies
ICFAI UNIVERSITY
03.2017 - 08.2019
Skills
Requirements, including the resolution ofComplaints and issuesActively participate in ongoingTraining and developmentResponsible for directly interfacingWith the passengersAssisted with technical supportIssues by identifying problemsProfessionally handling theSituationsAssisting passengers with questionsOn next steps needed to help themResolving Customer inquiries Communicating with
Accomplishments
* Promoted as a best GXA ( Guest Experience ambassador ) in three months owing to excellence in delivering the best customer service.
* Resolved an average of 1000 inquiries per day.
* Resolved Passengers complaints by identifying problems and taking appropriate corrective actions.
* Attained 100% success in all customer service categories including communication skills, interpersonal skills, problem-solving, and friendliness.
Additional Information
- Caring and friendly experienced customer service agent along with the best GXA award.
- Passionate about improving the quality of the peoples response through the best care and good services.
- creating a welcoming environment on every locations through out the whole airport.
- Updated special needs of handling or services like Wheelchair ensuring smooth board for all the passenger's.
- Involving in Calling out for Medical Team in case of Emergencies.
- Maintaining a good relationship with passengers thus making them feel comfortable.
Timeline
Customer Service - Guarding and Operations
Serco
01.2021 - Current
MMS - Master's - Management Studies
ICFAI UNIVERSITY
03.2017 - 08.2019
B.B.A - BACHELOR OF BUSINESS ADMINISTRATION -
Mahatma Gandhi University
01.2013 - 05.2016
High School ( 10th & 12th ) -
The Delta Study School