Alifya Tariq Merchant

• Provided ticket sales and quote published fares.
• Complied with safety guidelines and procedures mandated by the Federal Aviation Administration and Department of Transportation.
• Cross utilized computer systems for code share and contract airlines.
• Developed and maintain excellent working relationships with employees in all business levels.
• Helped company establish an excellent record of customer service and assisted in maintaining.
• Proficient in the use of scheduling software programs as well as payment processing systems.
• Familiar with airport operations and how they can affect the flow of travelers through a terminal.
• Demonstrated ability to effectively handle high-stress situations.
• Committed to prompt service to customers for their outmost satisfaction.
• Handled transactions in a timely manner over sales, delayed, cancelled flights, and any issue related to lost/ damaged luggage.
• Multi-tasked systems while providing service and resolving customer issues, upgrades, etc.
• Assisted passengers with rebooking itineraries.
• Helped company attain the highest client service ratings (as determined by external auditors) - earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
• Responded to 85-100 inbound calls per day in high call volume environment.
• Maintained a polite and professional telephone manner.
• Responsible for coordinating with supervisors, team leaders and employees.
• Have been successful in achieving Individual and Team targets.

· Assisted passengers with rebooking itineraries.

· Helped company attain the highest client service ratings (as determined by external auditors) - earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

· Responded to 85-100 inbound calls per day in high call volume environment.

· Maintained a polite and professional telephone manner.

· Responsible for coordinating with supervisors, team leaders and employees.

· Have been successful in achieving Individual and Team targets.

· Job dealt with customer service. Accurate and efficient processing of new business applications.

· Processing passenger tickets and handling complaints.

· Relaying information through electronic communication about flight arrival and departure.

· Drive continuous process improvements to achieve enhanced process efficiency and service levels.

· Address passenger concerns regarding seating, connecting flight information, and special assistance.

· Committed to prompt service to customers for their outmost satisfaction.

· Handled transactions in a timely manner over sales, delayed, cancelled flights, and any issue related to lost/ damaged luggage.

· Assisted passengers with rebooking itineraries.

· Assisted passengers with rescheduling following flight interruptions.

· Assisted passengers by making reservations, preparing and issuing tickets, calculating of fares and issuing of refunds.

· Maintain a high-volume workload within a fast paced environment. Assisted an average of 550 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).

· Submitted requests to the proper department to prevent re-occurring issues and recommend improvements in the process and procedure.

· Educated clients on the program as well as navigation of the website.

· Maintained expectations regarding call quality and resolution time.

· Multi-tasked systems while providing service and resolving customer issues, upgrades, etc.

· Received several perfect customer feedback ratings.

· Responded to 75-100 inbound calls per day in high call volume environment.

· Maintained a polite and professional telephone manner.

· Developed personal organization and multitasking skills in a fast paced environment.

· Designated as back-up for Supervisor duties.

· Coordinate with management developing programs and training initiatives to improve operations.

· Headed numerous projects meeting tight deadlines.

· Involved in additional activities like handling productivity data of team.

· Have floor walked to help new delay agent to help them provide accurate information and how to handle delay.

· Primary objective was handling all different types of service activations.

Have been successful in achieving personal quality targets.

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
• Described and explained details about product options to inform customers and guide purchasing decisions.