Avis Khan

• Trained New Hire for American Airlines and Upskilled them for AAdvantage and Baggage queue.
• Prepare Knowledge Test for Operations each month to fill in knowledge gap.
• Cover two Months of Training Programe with almost 30 trainees in every Batch.
• Created unique materials to support Bottom Quartile of the Floor.
• Analyzed and evaluated training effectiveness and program outcomes.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.

• Observe and maintain team principles to support ‘Best in Class’ Customer Service

• Act upon non- compliance and flag any potential risks to the business

• Investigate customer complaints, looking for root causes and implementing changes to eradicate.

• Takes ownership of keeping product & service knowledge up to date.

• Preparing Communications Slides for entire process for any update.

The role involved (Before Promotion)

· Handling day to day inquiries like Balance, Money Transfer, Dispute,

· Setting up Cancellation(Debit Card transactions)

· Booking Appointments

· Replacement of Debit Cards.

· Manage Customer Complaints and Concern.

* Inbound sales for travel and travel related products involving flights bookings, hotel reservations, car rentals and packages with insurance.

* Pursuing customer satisfaction with product sold without any escalation or complaints.

* Following strict quality guidelines set by the clients to ensure customer centric and secure transaction process.