Amreen Shaikh

Managed customer service team to ensure consistent delivery of high-quality support.

• Implemented strategies that achieved high customer satisfaction ratings.
• Prepared and analyzed CRM reports to identify issues and areas for improvement.
• Conducted regular performance reviews to assess progress towards goals.
• Maintained knowledge of industry trends and best practices in customer service.
• Provided assistance during peak periods, handling high call and email volumes.
• Motivated team members through recognition and rewards for exceptional performance.

• Managing Scheduling and smooth functioning of the process to meet the SLA
• Interacting with stakeholders for various Queries & Applications issues.
• Conducting TL Reviews and implementing ideas to improve team performance and to build strong customer service
• Supervise and motivate staff to improve their performance
• Organizing meetings with Stakeholders
• Implementing Team Building Activity on floor to create health work environment
• Functional Expert with Amadeus & Sabre for Hotel & Air Reservations and in Salesforce
• Helping Training team to govern nesting batches to improve performance along with Trainer and Mentors

• Assisting Trainer in creating Global Price Tracking team in Pune location as it was a new project.
• Interact with client for various Queries & Applications issues.
• Responsible for Team performance & shared weekly performance of the team with Action Plans.
• Understanding strength and weakness of each agent of the team and sharing timely feedback with the individual for improvement
• Functional Expert with Amadeus & Sabre for Hotel & Air Reservations
• Testing various scenarios before implementing any action plan within the team.
• Conducting refreshers/Training session for the team based on the quality scores and updates.
• Maintained SLA and conversion by constant monitoring and achieved monthly target for the team.

• Analyzing lower fare given by the automated system in different GDS such as Sabre, Galileo, and Amadeus etc.
• Making direct credit to passenger’s accounts or need to issue Credit Voucher (MCO) from our client’s accounts after preparing final report.
• Reassigning the same seat to the Passenger and if it is not available need to call the airline and get the same seat or any alternate seat available.
• For Price Tracking optimization creating the Phase IV with the specific waiver code and issuing ticket for the passenger with the same itinerary.

• Attain conference calls/meetings of KLM client to understand & setup different projects/business requirements for public/private/ corporate market.
• Promote (train) people as per agreed with client & Apply business requirements into Atpco.
• Train colleagues on Atpco & CRS/GDS.
• Coordinating with Pricing Team & directly reacting / implementing international business requirements such as baggage, excess baggage, convenience Fees, streamlining process & best practice with standard coding & reacting to domestic markets within US.
• Implement last minute business requirements such as Tactical, Agent specific offers, in terms of revenue.
• Implementing last minute reactive (competing) filings with other carriers.
• Perform quality checks of completed filings & testing expected results in CRS (Amadeus & Sabre) & Filing/investigating and resolving all related fares from Sales areas.
• Monitor price distribution (Non JV) & solve queries/issues & perform action on business intent, Filing Fares & Addon’s for KL & partner carriers (DL/AF/AZ).

• Responsible for Filing Fares International & Domestic for public, private & cat 25 fares in Atpco.
• Performing CRS (Computer Reservation System) checks in “Amadeus” & “Sabre”.
• Solving agent issues for public private & discounted fares.
• Attain meetings for Joint business partners (JV), for American Airlines (AA), Iberia (IB), Japan airways (JL) & Air Finnier (AY) and implement the business requirements as per agreed by commercial team.
• Solving queries for internal/external & agents through Amadeus/Sabre, working as shift in charge.
• Monitoring competitor activity and forwarding reports to BA Pricing teams for further action.

• Analyzing Refund forms claimed by passengers with various web based applications.
• Researching and reconciling their refund forms and settling claims with an assigned process.
• Reviewing customer’s PNR for detail investigation regarding cancellation, penalties, refund authorizations, miscellaneous charges etc.
• Making direct credit to customer’s accounts from our client’s accounts after preparing final reports and credit voucher.
• Mentored the new agents and also helped others in solving their queries.

• Analyzing Billing and Online related Queries of UK Customers.
• To Investigate and find the solution regarding customer’s queries, and if there is any discrepancy regarding their bills then cancel and create new bill with accurate consumption.
• Solving Customer’s online account problem.
• To send an email to customers with the proper guideline and solution for their query.