Summary
Overview
Work History
Education
Skills
Websites
Interests
Timeline
Generic
Sana George

Sana George

SENIOR CUSTOMER SERVICE AGENT
Karachi, Sindh

Summary

Aim to be an associate within a progressive organization that gives me scope to use my knowledge and skills to work towards achieving the goals and objectives of the organization and grow along with the organization. Offering excellent customer service experience, and a strong commitment to ensuring passengers safety and comfort at all time. Enthusiastic and creative with a passion for delivering outstanding service Self-motivated, team player with strong organizational and interpersonal skills. Always looking to learn new skills, take on extra responsibilities, and grow professionally. Have worked in busy, pressured environments where high standards are expected.

Overview

11
11
years of professional experience
3
3
Languages

Work History

Senior Customer Service Agent

Qatar Airways
12.2017 - 10.2023
  • Head boarding gate operations.
  • Ensuring mandatory adherence to safety and security.
  • Undertake exposure to Precision Time Schedules and compliance to service ratings.
  • Service ratings - IATA operational Safety Audit, 2023 (IOSA)
  • Used critical thinking to break down problems, evaluate solutions and make Decisions.
  • Offered friendly and efficient service to all customers, handled challenging, Situations with ease
  • Actively listened to customers, handled concerns quickly and escalate Major issues to supervisor.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Handled customer complaints with empathy and composure.
  • Proactively participated in meetings and helped create new processes.
  • Created a range of documentation and entered information into databases.
  • Participated in cross-functional projects to enhance overall business operations, contributing valuable insights from a customer service perspective.
  • Managed high call volume with excellent time management skills, maintaining efficiency without sacrificing quality service.
  • Mentored junior agents to develop their skills and elevate the team''s overall performance.
  • Coordinated closely with other departments to resolve customer issues, ensuring seamless service delivery and problem resolution.
  • Provided comprehensive training sessions for new hires, ensuring a smooth transition into the role of Senior Customer Service Agent.

Customer Service Agent

Qatar Airways
02.2015 - 12.2017
  • Handled large volume of customers every day with positive attitude and Focus on customer satisfaction, Manage customer queries and expectations, Educating customers on company systems, form completion and access to Services.
  • Actively involved in all passenger handling areas.
  • Well versed in ALTEA, (DCS)
  • Handling of customers need.
  • Handling of check-in counters and boarding gates of flights.
  • Ensuring boarding is completed with time to gain OTP.
  • Handling boarding gate as Gate Senior and gate Supervisor.
  • Handling delay flights and disrupted customers.
  • Finalizing the flight with removing gate no show passenger and the checked in baggage.
  • 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.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Customer Service Officer, Performed Duties as Operation Officer

Askari Bank Ltd
11.2013 - 12.2014
  • Opening Of New Accounts
  • Issuing RTGS (Real Time Gross Settlement)
  • Issuing lockers & maintaining Locker Attendances register
  • Internal audit observations
  • Handling customers Complains & Queries
  • Calling customers for reactivation of dormant accounts
  • Making daily, weekly and monthly MIS reports
  • Maintaining Neat And Pleasing Environment for customers
  • Making Statements & Certificates For the customers
  • Maintaining Inwards- outward registers, account opening registers, account closing register
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.

Customer Service Officer

Burj Bank
12.2012 - 11.2013
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
  • Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Assisted call-in customers with questions and orders.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.

Education

MBA - Master in Human Resources Management

ENEB Business School
Spain
10-2024

Bachelor of Commerce -

Karachi University, Trinity Girls College
03-2012

Intermediate - undefined

St. Joseph College for Women
09.2009

Board of Secondary Education - undefined

St. Patrick's girls High School
08.2007

Diploma In Expertise In Coaching And NLP

ENEB Business School
Spain
10-2024

Skills

  • Effective public speaking
  • Administrative support
  • Proficient in customer service
  • Timely decision execution
  • Strong interpersonal skills
  • Attentive communication
  • Amiable & Assertive
  • Empathetic & Empathetic
  • Effective Facilitation Skills
  • Skilled in managing difficult situations

Websites

Interests

Customer Service Excellence In-flight & Ground Operations VIP Guest Handling Conflict Resolution Service Recovery Team Collaboration Time Management Safety Awareness Grooming & Presentation Communication & Interpersonal Skills CRM Systems Multicultural Sensitivity

Achievements Awarded multiple appreciation letters for outstanding customer service and teamwork Successfully represented Qatar Airways during FIFA 2022, hosting VIPs and global guests Recognized as a Senior Customer Service Program Alum for leadership and performance excellence Maintained an unblemished grooming and conduct record throughout aviation career

Personal Attributes Calm Under Pressure Culturally Aware Confident & Polished Emotionally Intelligent Adaptable Strong Team Player Service-Driven Mindset

Certifications & Training Qatar Airways Service Excellence & Safety Training First Aid & Emergency Procedures Certification Aviation Security Awareness Training Professional Image & Grooming Standards Workshop

Timeline

Senior Customer Service Agent

Qatar Airways
12.2017 - 10.2023

Customer Service Agent

Qatar Airways
02.2015 - 12.2017

Customer Service Officer, Performed Duties as Operation Officer

Askari Bank Ltd
11.2013 - 12.2014

Customer Service Officer

Burj Bank
12.2012 - 11.2013

Intermediate - undefined

St. Joseph College for Women

Board of Secondary Education - undefined

St. Patrick's girls High School

MBA - Master in Human Resources Management

ENEB Business School

Bachelor of Commerce -

Karachi University, Trinity Girls College

Diploma In Expertise In Coaching And NLP

ENEB Business School

Similar Profiles

CREATE PROFILE
Sana GeorgeSENIOR CUSTOMER SERVICE AGENT