Hi, I’m
SHAHIN SAHEELULLAH
Summary
A knowledgeable Travel Consultant with fifteen plus years of experience and producing results for employers. My objective is to exploit the challenges in aviation and travel and tourism industry by exercising the knowledge and skills acquired through education and experience.
Overview
21
years of professional experience
Work History
Amadeus Gulf
Customer Service Officer and Training Specialist
12.2017 - Current
Job overview
- Assisting travel agents in using Amadeus and related products for ticketing activities
- Plan and execute daily assigned activities like handling call and emails, deliver classroom trainings and floor walking in travel agencies and ensure the work is compliant with industry procedures and best practices to meet company standards
- Collect, review, and consolidate indicators on daily operations to timely identify and suggest areas of improvements
- Educate agents for using Amadeus applications and provide classroom and virtual trainings
- In the event of incidents, participate in the process of investigation or raise an IR and assign it to the second level Helpdesk for quick resolutions.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Trained staff on operating procedures and company services.
Etihad Airways
E-Commerce Agent
02.2017 - 11.2017
Job overview
- Resolving the website related issues like ticketing failures and payment failures when guest face problem in issuing tickets and ancillary services
- Testing of products and applications for Etihad website, web mobile and Etihad mobile app
- Monitoring online sales and raise the errors happening during the process to the concerned departments
- Assisting guest in using alternate form of payments on website.
- Informed clients of policies and procedures.
- Presented feedback to management on customer service trends and improvement areas.
Etihad Airways
Customer Service Agent
08.2015 - 02.2017
Job overview
- Meet aircraft on arrival and guide passengers to the arrival lounge, including passengers in transit and at departure
- Assist and provide special attention to passengers with special or specific needs- wheelchair cases, unaccompanied minors, passengers with young children, elderly, disabled, CIPs and VIPs
- Escort them through the airport processes (immigration, customs, etc.), throughout the airport, and to the aircraft if necessary
- Make PRM report and upload operation charges in ERP system, raising charge notes for the services provided to OAL
- Handle passenger concerns and queries appropriately
- Charge and collect money for excess baggage, Miscellaneous Charges Orders (MCO), and other revenue generating services.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
Etihad Airport Services
Senior Travel Agent
03.2010 - 03.2015
Job overview
- Collect fares and travel quotations information by liaising with external suppliers to ensure competitive and high-quality travel solutions are offered to customers while preserving profit maximization
- Liaise with travel partners (airlines and hotels), to ensure bookings and schedules are timely planned and managed in line with customers’ requirements
- Make accurate airline quotation according to airline tariff structure for the routing and perform a wide range of booking and reservation services as requested by internal / external customers to provide competitive offers and high-quality customer service
- Issue IATA and Non-IATA airline E-tickets, EMDs and vouchers for ancillary services.
- Maximized client retention through exceptional customer service and timely followups.
- Maintained up-to-date knowledge of industry trends and emerging markets to better advise clients on travel options.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Helped customers with passport and visa applications.
Srilanka Tours & Travels
Travel Consultant & Sales
08.2009 - 11.2009
Job overview
- Corporate Sales, Marketing & Advertisement strategies, Sales and Business Development, Reservation and Ticketing, Analyze the need of customers and recommend the appropriate deal
ATS Destinations & Tours Pvt Ltd
Executive Director & Chief Travel Consultant
06.2006 - 08.2009
Job overview
- Strategic Planning, Organization building, marketing and advertisement, Corporate Sales and Business Development
Lufthansa
Executive -Ticketing & Customer Sales
06.2004 - 12.2005
Job overview
- Reservation and Ticketing, Was responsible for promoting LH products to Travel and Tour companies, Coordinated with sales agencies, tour operators and consolidators.
Air India
Executive -Ticketing & Customer Sales
10.2003 - 03.2004
Job overview
- Reservation and Ticketing
Education
Kerala UniversityTrivandrum, Kerala
Bachelor’s degree from Bachelor of Commerce and Computer Application
01.2003
Swastik School of Travel and Tourism StudiesTrivandrum, Kerala
Diploma from IATA - UFTAA
01.2003
Skills
- Customer Support
- Complaint Handling
- Training delivery
- Call center experience
- Computer Proficiency
- Travel Planning
- Sales expertise
- Customer Focus
- Staff Training
- Experience in airport operations
Accomplishments
- Work experience with three national careers Etihad Airways, Lufthansa German Airlines and Air India.
- Seven years worked as a Senior Travel Agent with Etihad Airport Services at Abu Dhabi Intl Airport.
- From 2015 to 2017 worked with Etihad Airways as Customer Service Agent at Abu Dhabi Intl Airport.
- In 2017 received an opportunity to work with Etihad E-commerce department handling airline website etihad.com.
- Later in 2017 became the Customer Service Officer and Training Specialist with Amadeus Gulf under Etihad Airways.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Additional Qualifications
Knowledge and work experience in Sabre., Proficiency in English and intermediate in Tamil, Malayalam, Hindi, Urdu and basic Arabic., Good knowledge and work experience in Microsoft office, Excel and Word. Work experience in using call center tools Cisco and CRM systems.
References
- Mr. Denzil Pinto, Customer Service Manager, Amadeus Gulf, 00971506172591, denzil@amadeus.ae
- Mr. Ben Thomas, Duty Operations Manager, Etihad Airways, Zayed International Airport, Abu Dhabi, 00971506428442, Bent@etihad.ae
Training
- Air Canada University Global Sales, 02/2024
- Canadian Airport Security Awareness Program (CASAP), 04/2024
- WestJet Course Completion Certificate, 02/2024
- Certificate -Ticket in Amadeus, 02/2023
- Sabre Reservation System Sabre, Abu Dhabi, 06/2013
Timeline
Customer Service Officer and Training Specialist
Amadeus Gulf
12.2017 - Current
E-Commerce Agent
Etihad Airways
02.2017 - 11.2017
Customer Service Agent
Etihad Airways
08.2015 - 02.2017
Senior Travel Agent
Etihad Airport Services
03.2010 - 03.2015
Travel Consultant & Sales
Srilanka Tours & Travels
08.2009 - 11.2009
Executive Director & Chief Travel Consultant
ATS Destinations & Tours Pvt Ltd
06.2006 - 08.2009
Executive -Ticketing & Customer Sales
Lufthansa
06.2004 - 12.2005
Executive -Ticketing & Customer Sales
Air India
10.2003 - 03.2004
Kerala University
Bachelor’s degree from Bachelor of Commerce and Computer Application
Swastik School of Travel and Tourism Studies
Diploma from IATA - UFTAA
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