Sana Naaz Ansari
Mumbai
Summary
Dynamic customer service professional with extensive experience at Qatar Airways, excelling in ticket sales and customer satisfaction. Proven problem solver with strong communication skills, adept at utilizing LMS functionality to enhance service delivery. Recognized for training new staff and fostering teamwork in fast-paced environments, ensuring operational excellence.
Overview
13
13
years of professional experience
Work History
Senior Ticketing Agent Sales
Qatar Airways
Doha
07.2022 - Current
- Managed ticket sales operations, ensuring accuracy and efficiency in transactions.
- Delivered exceptional customer service, resolving inquiries and complaints promptly.
- Collaborated with team members to optimize workflows and improve service delivery.
- Utilized LMS functionality to streamline ticketing processes and enhance the user experience.
- Trained new staff on customer service protocols and company policies.
Customer Service Agent
Qatar Airways
Doha
11.2018 - 06.2022
- Managed customer inquiries and provided solutions to enhance satisfaction and loyalty.
- Coordinated with various departments to resolve issues and improve service efficiency.
- Trained new team members on service protocols and company policies to ensure consistency.
- Utilized LMS tools to track customer interactions and optimize service strategies.
- Maintained professionalism while handling challenging situations in a fast-paced environment.
Executive - Customer Experience
Singapore Airline Reservation (operated by Wipro)
Mumbai
11.2017 - 10.2018
- Managed customer inquiries and resolved issues promptly to enhance satisfaction.
- Collaborated with cross-functional teams to optimize service delivery and improve operational efficiency.
- Analyzed customer feedback to identify trends and implement improvements.
- Trained new staff on customer service protocols and company policies.
- Leveraged technology to streamline processes and support customer interactions.
Customer Service Agent
Sahani Tour & Travels
Mumbai
11.2014 - 10.2017
- Delivered excellent customer service to clients, ensuring satisfaction and loyalty.
- Resolved customer inquiries and complaints efficiently, enhancing the overall experience.
- Collaborated with team members to streamline operations and improve service delivery.
- Maintained accurate records of customer interactions and transactions in databases.
- Assisted in training new staff on customer service protocols and best practices.
Customer Service Agent
Jet Airways
Mumbai
06.2012 - 10.2014
- Delivered exceptional customer service in a fast-paced airline environment.
- Handled customer inquiries and resolved complaints efficiently, ensuring high satisfaction rates.
- Collaborated with team members to streamline operations and improve service quality.
- Maintained accurate records of customer interactions using LMS and database tools.
- Trained new staff on customer service protocols and company policies.
Education
DIPLOMA IN PROFESSIONAL GROUND STAFF SERVICES - Aviation Management
Atpech Aviation
India12.2012
MAHARASHTRA STATE CERTIFICATE IN INFORMATION TECHNOLOGY - Information Technology
University Of Mumbai
India07-2009
BACHELOR OF ARTS -
Mumbai University
Mumbai, India01.2008
Skills
- Communication skills
- Microsoft Office
- Customer service
- Problem solver
- Team player
- Knowledge about LMS functionality
- Ability to multitask in a fast-paced environment
- Strong interpersonal skills
- Friendly and professional demeanor
- Knowledge of Microsoft software
- Basic knowledge about Oracle and E-Documentation system
Timeline
Senior Ticketing Agent Sales
Qatar Airways
07.2022 - Current
Customer Service Agent
Qatar Airways
11.2018 - 06.2022
Executive - Customer Experience
Singapore Airline Reservation (operated by Wipro)
11.2017 - 10.2018
Customer Service Agent
Sahani Tour & Travels
11.2014 - 10.2017
Customer Service Agent
Jet Airways
06.2012 - 10.2014
DIPLOMA IN PROFESSIONAL GROUND STAFF SERVICES - Aviation Management
Atpech Aviation
MAHARASHTRA STATE CERTIFICATE IN INFORMATION TECHNOLOGY - Information Technology
University Of Mumbai
BACHELOR OF ARTS -
Mumbai University