Javeriya Banu

• Supervised, reviewed, and coached customer-service representatives who consistently exceeded business goals.
• Bolstered employee morale and performance of direct reports through clear and transparent communications.
• Determined duties and responsibilities for a team of 10 - 13.
• Analyzed the individual performance of each team member, and provided coaching to improve performance. Generated and distributed daily reports to management.
• Delegated and distributed work based on data to maximize time and hit Key Performance Indicators (KPIs)
• Developed team communications and information for meetings.

Money management process

• CRD- Customer Relation Department – handling complaints of the customers (Post Trip)
• Job involves investigating the customer’s complaint with the airline, hotel and other service providers.
• Provide resolution to the customers for the inconvenience faced during their trip
• Retain the customers.