Hijab Farooq
Gurgoan
Summary
Experienced professional with 5 years in the aviation and travel industry, specializing in ticketing, MICE and team management. Adept at using Galileo and Amadeus systems, and skilled in customer service, team leadership, and interpersonal communication. Proven track record of achieving milestones and leading teams to success in high-pressure environments.
Overview
5
5
years of professional experience
Work History
Assistant Manager
Yatra Online Ltd
Gurgoan
06.2023 - Current
- Managing ticketing operations and MICE services for corporate and individual clients
- Leading a team of executives, ensuring consistent performance, and meeting operational goals
- Providing feedback, performance reports, and handling escalations within the team
- Ensuring customer satisfaction by efficiently handling ticketing processes and resolving issues
- Developed strategies for problem solving and conflict resolution among team members
- Created training materials and conducted group trainings on new processes or procedures
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings
- Assigned projects and distributed tasks to team members as per area of expertise
Assistant Team Leader
Makemytrip
Gurgoan
03.2021 - 06.2023
- Oversaw ticketing, MICE, and hotel bookings for individual and corporate clients
- Managed team performance, provided feedback, and developed comprehensive team reports
- Delivered training and mentoring for team members, ensuring seamless operations and excellent customer service
- Provided guidance to team members on various aspects of their job roles
- Conducted performance reviews for each individual member of the team, providing feedback where necessary
- Monitored workflow and identified areas for improvement in order to maximize productivity levels
- Trained new employees on operational procedures
Ticketing Agent
Vistara Online Ltd
Delhi
07.2020 - 02.2021
- Provided customer service to travelers, including ticketing and seating assistance
- Assisted in resolving customer complaints and inquiries related to ticketing services
- Processed payments for tickets using a variety of payment methods such as cash, credit cards, and checks
- Verified identification documents such as passports, driver's licenses, and visas
- Confirmed reservations by entering passenger data into the system accurately
- Issued tickets with correct information regarding flight times, destinations, and seat assignments
Education
High School Diploma -
Federal Aviation Academy
SrinagarBachelor Of Science -
Dr Ram Manohar Lohia University
Skills
- Galileo
- Amadeus reservation systems
- Team leadership
- Team performance management
- Customer handling
- Interpersonal communication
- Ticketing
- MICE operations
- Reporting
- Feedback skills
- Documentation
- Quality Improvement
- Work Planning
- Prioritization
- Teamwork
- Collaboration
- Leading Team Meetings
Accomplishments
- Finalist in India's Got Talent
- Gold Medalist, All India Book of Records
- Awarded by India Prime Icon
- Author of four books
Languages
- Hindi, First Language
- English, Proficient (C2)
- Urdu, Proficient (C2)
- Arabic, Intermediate (B1)
Timeline
Assistant Manager
Yatra Online Ltd
06.2023 - Current
Assistant Team Leader
Makemytrip
03.2021 - 06.2023
Ticketing Agent
Vistara Online Ltd
07.2020 - 02.2021
High School Diploma -
Federal Aviation Academy
Bachelor Of Science -
Dr Ram Manohar Lohia University
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