OVERSEAS PAKISTANIS FOUNDATION



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A career in the aviation industry is challenging, exciting and satisfying! Possessing excellent communication & inter-personal skills helps me to deal with customers efficiently.

Accepting challenges is the foundation of my life experiences and something I do with confidence. One will find me an individual with pride in being direct, spontaneous and communicative.

I have more than 9 years of experience in Aviation sector working as Travel consultant and now in Emirates AIRLINES as a Senior customer Sales and service Agent at Emirates Ticketing Counter Terminal 3 Since 2008, where my charge included serving as a primary direct contact for customer inquiries, providing prompt and efficient response and resolution to each inquiry, establishing customer confidence and satisfaction through timely and accurate resolution of problems and offering the best possible solution and represent Emirates Airlines. I have excellent customer Service and Team managing skills, uncommon ability to creatively respond to problem situation and apply out of the box thinking, excellent oral and written communication skills.

I have achieved various awards for being the staff of month and appreciations. I have been nominated for being the shift in charge and have handled my shift of 10 staffs at Dubai airport ticketing counter. I escalate and handle complaints, request and queries at Dubai airport ticketing mailbox. I provide necessary on job instructions and training to new joiners. My daily work routine deals with interaction within departments and liaising with them for Smooth operation mainly with EKAS.

From past experiences, I have acquired persuasive techniques that are needed to influence colleagues and customers in making right choices. My leadership skills are developed and have allowed me to spontaneously interact with ethnic diverse populations and all age groups. I am a motivator and organizer and these skills have enabled me to effectively defuse problem situations using tact, thus creating a long-term trust.

Thus if being given an opportunity to lead a Team I would utilize my experience and skills to benefit the department.

Awaiting a positive reply and Thanks in advance for considering my profile

Name: Malik Faisal Shehzad

Address: Almuteena Street near Nasreen Hotel Deira Dubai.

Dubai United Arab Emirates.

Mobile: 00971505619869

E-mail: faisal.malik@

Fuzz124@

Date of birth: 02 October 1987

Passport no: AP 5144611

Complete sales order tickets and submit for processing of client-requested transactions.

Record transactions accurately, and keep clients informed about transactions.

Review financial periodicals, stock and bond reports, business publications, and other material to identify potential investments for clients and to keep abreast of trends affecting market conditions.

Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

EMIRATES AIRLINE DUBAI AIRPORT TERMINAL 3 :

Working with emirates Airline as a Senior Customer Service and Sales Agent at Dubai airport terminal 3 since july2008 till now.

Position: - Senior Sales and Ticketing Agent

Responsibilities:-

❖ Ensure the highest standard of customer service is provided to Emirates customers.

❖ To provide customers with details on Emirates tariff fares and actively issue online tickets.

❖ Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service.

❖ Incorporated and Highlight to customers the legal requirements covering their journey such as Passport, visa & health requirements and other details such as check-in place and time.

❖ Enhance Emirates revenue earnings by providing options to customer on all products and services Such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares

❖ Support the Customer Sales & Service Team Leader on closing the end of day sales and banking Monies received.

❖ Whenever possible create a database of all potential customers and develop a personal relation ship

❖ With them by giving occasional calls and informing them of new services provided.

❖ Helping customers with skywards related enquires

❖ Make daily sales report and to deposit money in the bank.

❖ Handling all the inquiries related to Skywards membership program i.e crediting of miles, enrolling customer into a skyward member and issuing rewards tickets.

BIN DASMAL TRAVELS NEAR CARGO VILLAGE AIRPORT ROAD DUBAI

Position: - Reservation and Ticketing Agent

Worked in bin Dasmal travel as travel consultant from december2005 till December 2006

Responsibilities:-

• Issuance of manual and automatic tickets

• Handling walk-in customers

• Making of holiday packages

• Handling cooperate client and making their daily sales report.

• Issuing tickets for non IATA travel agencies.

• Creating database for customers and developing relation ship with them

Reason for Leaving:-Got an opportunity to work for well organized company

BUSINESS TRAVEL NEAR CARGO VILLAGE AIRPORT ROAD DUBAI:

Worked in Business Travel as Senior Travel Consultant from December 2006 to July 2008

Position:- Senior Travel consultant

Responsibilities:-

❖ Deal with clients and customers on a daily basis.

❖ Issuing of automatic and manual tickets.

❖ Refund calculations

❖ Book flights, tickets sales, travel insurance etc.

❖ Seat blocking with airline for group tours.

❖ Issuing tickets for non Iata travel Agencies

❖ Work as part of a team selling holidays.

❖ Responsible for providing detailed travel information to customers and deal with customer queries in relation to holiday packages.

❖ Responsible for booking corporate travel reservations.

❖ Promote the acceptance of fares, rates and suppliers that match the client's travel program policies and negotiate contracts.

❖ Responsible for coordinating travel, including handling on line fulfillment, ticketing, taking phone calls for changes and special requests.

❖ Ensure compliance with client's corporate travel policies

❖ Ensure compliance with company's procedures for documentation, ticketing, voids, refunds.

❖ Provided clients with a positive experience utilizing analytical and strategic skills.

❖ Performed all functions relating to the booking, administrative and accounting tasks necessary to process electronic and other travel documents as it related to customer requests and industry requirements.

❖ Creating database for customers and developing relation ship with them

❖ Handling cooperate clients and making daily sales report

Reason for leaving: Selected in emirates Airline

I have complete knowledge of Galileo, Amadeus and Mars Reservation and ticketing systems.

COURSE NAME DATE

❖ 261959-Introduction to Air Fares 6/12/2009

❖ 250163-Moving Towards Easy mars 12/10/2008

❖ 216450-Welcome aboard - Ek Group Induction 15/09/2008

❖ Najm (Online) 14/08/2008

❖ Information Systems Protection: Information Security (Online) 14/08/2008

❖ My Learning Zone (Online) 14/08/2008

❖ Terminal 3 Concourse 2 Refresher Quiz (Online) 19/08/2008

❖ Kaz Keyboarding (Online) 17/08/2008

❖ Issuing Electronic Tickets (Online) 03/11/2008

❖ Air Carriers Access Act (Us Regulations) (Online) 08/05/2010

❖ Preventing Unlawful Interference - All Staff (Online) 13/01/2010

❖ Emirates Guide To Wine (Online) 12/01/2010

❖ Effectively Communicating In Teams (Online) 13/01/2010

❖ Wearing the Emirates Uniform (Online) 05/01/2010

❖ Skywards Top Level Assessment (Online) 10/10/2009

❖ Basic Geography (Online) 04/09/2009

❖ Skywards Detailed Assessment (Online) 28/09/2009

❖ Introduction to Emergency Call Centre (Online) 04/08/2009

❖ Coping With Criticism and Feedback (Online) 01/09/2009

❖ Employee Assistance Centre: Stress (Online) 02/09/2009

❖ Coaching Excellence Changes You (Online) 05/08/2009

❖ Najm Suggestions and Nominations (Online) 27/12/2008

❖ E-Mail Etiquette: E-Mail In The Workplace (Online) 12/02/2009

❖ Excellence in Service: Providing Superior Customer Service 13/02/2009

❖ Interpersonal Communication: Effective Communication (Online) 14/02/2009

❖ Displaying Fares (Online) 14/04/2009

QUAID-E-AZAM PUBLIC SCHOOL PAKISTAN

Completed matric (10 Standard0) from Quaid e Azam Public School Pakistan

EDWARDES COLLEGE PESHAWAR PAKISTAN

Completed intermediate F.S.C (12 standard) From Edwardes College Peshawar in 2005

HAZARA UNIVERSITY

Holding bachelor’s Degree in Arts from Hazara University Pakistan

❖ Active listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

❖ Speaking — talking to others to convey information effectively.

❖ Time Management — managing one's own time and the time of others.

❖ Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

❖ Service Orientation — Actively looking for ways to help people

❖ Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

❖ Critical Thinking — using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

❖ Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

❖ Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.

❖ Developing constructive and cooperative working relationships with others

❖ Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

I acknowledge that above mentioned details are true based on my experience.

Muhammad Rafiq Travel Suprivisor Business Travel 050-6787355

Magdy Ali Othman Suprivisor Emirates Airline 050-5886969

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CIRCULAM VITAE OF MALIK FAISAL SHEHZAD

COVER LETTER AND OBJECTIVE

PERSONAL INFORMATION

ACHIEVEMENTS

:: WORK HISTORY::

RESERVATION AND TICKETING SYSTEMS

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:: TRAINING DETAILS

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EDUCATION

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SKILLS:-

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WORK ACTIVITIES

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REFERENCES

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