Emmanuela Basil
Dieppe,New Brunswick
Summary
Dedicated to delivering unparalleled customer satisfaction through exceptional service and support. Strong proficiency in utilizing best practices in customer service. Expertise lies in exploring diverse solutions to effectively address the unique needs of each customer.
Overview
3
3
years of professional experience
2
2
Languages
Work History
SENIOR AIRPORT SERVICE AGENT
QATAR AIRWAYS
5 2022 - Current
- Streamlined airport operations, enhancing passenger experience, and reducing wait times.
- Coordinated seamlessly with cross-functional teams to resolve complex passenger issues.
- Ensured compliance with international aviation regulations, maintaining Qatar Airways' stellar safety record.
- Provided crucial support during peak travel seasons, contributing to the airline's reputation for reliability.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Resolved customer complaints professionally, leading to increased customer loyalty and repeat business.
- Enhanced passenger satisfaction by providing exceptional customer service and addressing concerns promptly.
- Adapted quickly to changing regulations or policies while maintaining excellent levels of service delivery to both airlines and passengers.
- Monitored gate activities closely, proactively addressing potential delays or disruptions for smoother operations.
- Coordinated luggage handling procedures, resulting in fewer lost or delayed bags for passengers.
- Facilitated clear communication between ground staff, cabin crew, and pilots to ensure efficient flight preparations.
- Implemented innovative solutions for common travel issues, improving the overall passenger experience.
- Streamlined boarding processes for faster turnaround times, ensuring on-time departures and arrivals.
- Provided a high level of customer service to each person by engaging with the customer and using active listening and effective interpersonal skills.
TICKETING AND SALES SUPERVISOR
GREEN AFRICA AIRWAYS
06.2021 - 04.2022
- Proposed and implemented new strategies for handling peak booking periods.
- Meticulously managed complex booking scenarios, ensuring accuracy and compliance with airline policies, while maintaining high customer service standards.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Maintained comprehensive knowledge of industry trends, competitor activity, and emerging technologies to inform strategic decision-making.
- Conducted detailed market analysis to identify and target untapped customer segments.
- Developed and implemented strategies to increase sales and improve customer service.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
- Communicated customer feedback and complaints to team members to promote proper resolution.
Education
Bachelor of Arts - Foreign Language And Literature Studies (French)
UNIVERSITY OF NIGERIA NSUKKA
ENUGU, NIGERIA07.2016
Skills
Customer Engagement
Timeline
TICKETING AND SALES SUPERVISOR
GREEN AFRICA AIRWAYS
06.2021 - 04.2022
SENIOR AIRPORT SERVICE AGENT
QATAR AIRWAYS
5 2022 - Current
Bachelor of Arts - Foreign Language And Literature Studies (French)
UNIVERSITY OF NIGERIA NSUKKA
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