Zishan Mohammad Khan
Ahmedabad
Summary
Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Customer Service Agent
Qatar Airways
Ahmedabad
02.2024 - Current
- Resolved customer complaints via phone, email, mail, or social media.
- Utilized excellent customer service skills to ensure satisfaction of all customers.
- Provided technical assistance to customers through online chat or telephone support.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
- Identified potential opportunities to improve customer experience by suggesting additional products or services.
- Performed quality assurance checks on completed tickets to ensure accuracy of information provided to customers.
- Supervised and evaluated staff performance, providing feedback and guidance as needed.
- Developed employee training materials and conducted orientation sessions for new hires.
- Provided excellent customer service by responding promptly to inquiries from customers or team members.
Customer Service Agent
Qatar Airways
Ahmedabad
04.2022 - 01.2024
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Developed processes and systems to improve efficiency within the department.
- Facilitated communication between departments to resolve problems quickly.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
Customer Service Executive
Spicejet Ltd
New Delhi
03.2019 - 06.2021
- Issued boarding passes to passengers after confirming their identity and verifying their seat assignments.
- Maintained accurate records of passenger check-ins and departures.
- Assisted with unloading bags from conveyor belts onto carts or into vehicles as required.
- Updated flight manifests with any changes in seating arrangements or passenger numbers.
- Monitored security checkpoints throughout the terminal building to ensure safe passage of travelers through the area.
- Assisted customers with baggage handling, including providing directions to the appropriate baggage claim areas.
- Assisted in recruiting and hiring processes by conducting phone screens, scheduling interviews, and completing reference checks.
- Organized and conducted new hire orientation sessions to introduce policies and procedures to employees.
- Prepared job postings for open positions on the company website and other job boards.
- Conducted exit interviews with departing employees to gather feedback about their experience with the organization.
- Worked with HR department to devise and update policies as needed for corporate accountability and workplace health.
Education
Post Graduate Diploma in Human Resource Management - Human Resources Management
IGNOU
New Delhi12-2025
Master of Arts - History
IGNOU
New Delhi01-2021
Bachelor of Arts - History
Kolhan University
Jamshedpur04-2018
High School - Commerce
Indian Certificate of Secondary Education
New Delhi03-2013
Skills
- Customer Retention
- Staff Training
- Account Management
- Escalation management
- Documentation Review
- Customer Support
- Team monitoring
- Audit Support
- Training and mentoring
- Conflict Management
- Process Improvement
- Performance Analysis
- Complaint resolution
- Customer Relationship Management (CRM)
- Personnel training and development
- Team Building and Leadership
- Deadline-oriented
- Excellent time management skills
- Recordkeeping
- Human Resources Support
- Personnel records maintenance
- Hiring and retention
- Employee Relations
- Understanding of HR policies
- Staff Management
- Staff Supervision
Languages
English
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Urdu
Proficient (C2)
C2
Arabic
Intermediate (B1)
B1
Accomplishments
Qatar Airways | Ahmedabad, India
2022-2024
- Employee of the month, October 2023, January 2024, March 2024 , July 2024.
Best Performer Award, Spicejet Ltd. | 2020
- Received recognition for consistently exceeding targets with 100% attendance and demonstrating exceptional team leadership throughout the year.
Certification
- Licensed in Load Officer in the Load and Trim Sheet and Loading Instruction Report | LCC No - 4409
- Customer Relationship Management (CRM) System Certified.
- First Aid Certification, Indian Red Cross Society, Expires: March 2025.
- HRCI Human Resource Associate Professional Certified.
- AVSEC Certified.
- Certificate in Disaster Management (CDM)
- Certificate in Arabic Language (CALOL)
- Certificate in Consumer Protection (CCP)
- PGP In Project Management Certified.
Timeline
Senior Customer Service Agent
Qatar Airways
02.2024 - Current
Customer Service Agent
Qatar Airways
04.2022 - 01.2024
Customer Service Executive
Spicejet Ltd
03.2019 - 06.2021
Post Graduate Diploma in Human Resource Management - Human Resources Management
IGNOU
Master of Arts - History
IGNOU
Bachelor of Arts - History
Kolhan University
High School - Commerce
Indian Certificate of Secondary Education
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