Sports and Fitness
Nasrulla Shariff
Senior Product Specialist
Bengaluru,KA
Work Preference
Summary
Dynamic Senior Product Support Specialist at Sabre Travel Technologies with a proven track record in escalation management and issue resolution. Recognized for enhancing customer satisfaction through expert technical support and exceptional communication skills. Spearheaded initiatives that improved team efficiency and product usability, consistently delivering results in high-pressure environments.
Overview
21
21
years of professional experience
4
4
Certifications
Work History
Senior Product Support Specialist
Sabre Travel Technologies Pvt Ltd.
10.2014 - Current
- Contributed toward the establishment of a knowledge base, centralizing relevant support information for easier access and improving overall team efficiency.
- Delivered expert technical assistance via phone, email, or remote sessions, catering to diverse client needs.
- Provided input on product design from a support perspective, contributing valuable insights that led to more user-friendly features being integrated into new releases.
- Mentored junior team members, fostering professional growth and improving overall team efficiency.
- Consistently earned high praise from clients for exceptional communication skills, technical expertise, and unwavering commitment to resolving issues in a timely manner.
- Improved customer satisfaction ratings with prompt and knowledgeable responses to inquiries.
- Coordinated with engineering teams to diagnose software and hardware issues, resulting in expedited resolutions for customers.
- Reduced customer complaints by providing timely and effective product support to clients.
- Participated actively in interdepartmental meetings as a representative of the Product Support function, offering valuable insights based on real-world customer experiences.
- Managed escalated cases, ensuring swift resolution and minimizing potential negative impacts on client relationships.
- Spearheaded initiatives aimed at optimizing internal workflows and enhancing overall departmental productivity levels.
- Enhanced product performance by conducting in-depth troubleshooting and resolving complex issues.
- Collaborated with cross-functional teams to identify areas for product improvement, leading to increased usability.
- Developed customized training materials tailored to individual client requirements, boosting user confidence in utilizing products effectively.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
Travel Counselor
American Express
12.2012 - 09.2014
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Handled customer inquiries professionally through phone calls, emails or face-to-face meetings.
- Enhanced customer satisfaction by providing personalized travel recommendations and expert trip planning advice.
- Consistently met sales targets by upselling additional services such as excursions, insurance policies, or upgraded accommodations.
- Developed customized itineraries to meet individual client preferences, resulting in high levels of satisfaction.
Guest Service Agent & Ramp Coordinator
Kingfisher Airlines
09.2007 - 12.2012
- Managed group bookings to ensure seamless organization of events and accommodations.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Handled customer complaints to satisfy and retain guests.
- Maximized productivity by scheduling staff shifts in alignment with flight schedules and operational demands.
- Coordinated efforts during irregular operations such as equipment malfunctions or inclement weather conditions to minimize disruption to flight schedules.
- Collaborated with airline representatives to address any concerns or issues related to ramp operations efficiently.
- Assisted in developing contingency plans for emergency situations, ensuring rapid response capabilities during unforeseen events.
- Enhanced operational efficiency by implementing and maintaining ramp safety procedures.
- Reduced delays with proactive monitoring of weather conditions and adapting ramp operations accordingly.
- Ensured timely departures by managing gate assignments and coordinating with flight crews, maintenance teams, and catering services.
- Minimized incidents by providing thorough training to ramp agents on safety protocols and equipment usage.
- Evaluated employee performance fairly through consistent monitoring of work quality and adherence to safety standards.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 40 daily flights.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Trained new employees in areas such as safety procedures or equipment operation.
- Supervised day-to-day operations of busy aircraft cargo handling facility.
- Managed customer complaints with professionalism and good critical thinking skills.
- Managed team of cargo handlers with focus on maximum productivity and performance.
Customer Service Agent
Air Sahara
05.2005 - 07.2007
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
Bachelor of Arts - Art Education
Al Ameen College of Arts And Science
Bengaluru, India 04.2001 -
Skills
Escalation management
Issue resolution
Product expertise
Incident management
CRM software
SLA management
Ticketing systems
Teamwork and collaboration
Customer service
Problem-solving
Time management
Microsoft windows and office
Technical issues analysis
Problem-solving abilities
Help desk support
Multitasking Abilities
Excellent communication
Decision-making
Friendly and patient
Self motivation
Adaptability and flexibility
Certification
Sabre Training: Ticketing, Interact, Ecommerce, Web Services, RES
Interests
Accomplishments
- Supervised team of 10 staff members of Level 1 and Level 2 support by providing complete support with Product and Process Knowledge
- Achieved First contact resolutions through effectively helping with Knowledge creation Task.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Sabre
Galileo
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Sabre Training: Ticketing, Interact, Ecommerce, Web Services, RES
12-2014
Senior Product Support Specialist
Sabre Travel Technologies Pvt Ltd.
10.2014 - Current
Galileo GDS Training
01-2013
Travel Counselor
American Express
12.2012 - 09.2014
Flight Controller Training
09-2009
AVSEC Certification – BCAS, Govt. of India
04-2009
Guest Service Agent & Ramp Coordinator
Kingfisher Airlines
09.2007 - 12.2012
Customer Service Agent
Air Sahara
05.2005 - 07.2007
Bachelor of Arts - Art Education
Al Ameen College of Arts And Science
04.2001 -