Asad Shaikh

• Ensuring that the team follows the 3 ETG Company Values
• Monitoring shift adherence , attendance as per company policies
• Streamlining workflows for increased efficiency, reducing turnaround times for critical tasks i.e meeting the required SLAs
• Mentored team members in areas where they can develop their skills and also provide them with the support needed to grow in the company and advance in their careers.
• Making sure to assign the tasks per agent on a daily basis and ensuring no one is left out in the process
• Ensuring the agents delegated with tasks are meeting the SLAs and that the work is completed on time as per their SLAs
• Keeping a check on day wise performance of team members and making sure they meet the numbers
• Having regular 1-1s with the team members to know issues faced by them if any with regards to their work
• Having regular team meetings to show own team performance
• Providing feedbacks to agents on their misses, errors, retails losses, mishandling's etc
• Guiding agents on the correct procedures in order to reduce overall errors , retail losses and ensuring entire team is at par in the understanding level
• Making sure the Company Quality Standards are met at all times and ensuring agents do not compromise on the standard of quality %
• Providing step up targets for agents who are on the lower side of performances

• Meeting Sales Targets on a daily basis of USD 8000
• Mentoring agents to generate revenue and help them achieve the sales numbers for the team and for the company
• Assisting agents on queries of date changes, reissues and revalidation's
• Having monthly 1-1s with the agents to show them their overall performance
• Regular team meets to show own team review and performance
• Guiding or mentoring agents who are on the lower side of the sales targets by giving weekly targets and monitoring them to help achieve this

Joined as a Customer Service Agent for Etraveli Group

This was a Pilot Process which started with 6 first line agents and 1 Team leader

Worked as a support agent for First line team from the 1st month with The Pilot Batch

Managing support Queues , Calling out airlines for exceptions

Worked as a Quality Auditor or the first line agents

Doing real time checks on certain transactions

Was sent to WNS Gurgaon to train new batches for the first line team for Etraveli

Trained a total of 110 agents spread across 5 batches in a span of 6 months

Resumed back with WNS Pune and was later promoted as a team leader

Job Summary as a team lead with WNS

• Handled a team of 15+ agents
• Managing break schedules, shift adherence, leaves
• Working on agent error reduction
• Providing 1-1 feedbacks to agents on their misses if any
• Handling queries on floor and providing quick assistance to the agents on the inbound calls
• Taking supervisor calls on escalations and making quick decisions where there is an agent error or loss involved
• Scheduling Regular team meetings

Got the opportunity to work with Etihad Airways in their Head Office

Within Etihad, I got the chance to work with a number of different departments

Started as a customer service agent with Eithad Contact Centre in Abu Dhabi

• Attending Inbound calls
• Making date changes
• Processing refunds, revalidation's, date changes, ticketing and reissues etc

While being an agent , I was selected to work as an SME for Sabre Migration Programme

• Worked as SME for a period of 1 year
• Developed scenarios for testing of new website for Etihad.com ( more than 300 )
• Ran several and regular checks and worked with a lot of other programme managers, developers and other SMEs
• Provided regular feedbacks on tests which were not successful so that the issues could be resolved in a timely manner

Was moved to Business Solutions team as an SME to resolve queries of all Etihad offices world wide for a period of 6 months

Later was promoted as a team leader with Etihad Contact Centre

• Handling a team of 10 Agents
• Managing service levels of inbound calls
• Managing breaks, absentism and leaves for all agents within the team
• Making sure the SLs do not cross
• Attending escalations and resolving those in a timely manner

Joined as Customer Service Agent for Etihad Contact Centre in Mumbai

Job Description

• Taking Inbound calls for date changes and certain special service requests from passengers
• Ticketing And reissues

Moved to E-Services Team within the Contact Centre

Job Description

• Handling Refund Requests
• Attending and replying to urgent emails from Internal Etihad offices related to ticket status changes
• Resolving Airport Chk-In Issues
• Resolving Customer Relations queries

Was one of the few agents selected and relocated to Etihad Head Office in Abu Dhabi for excellent performance