Summary
Overview
Work History
Education
Software
Accomplishments
Certification
Timeline
Generic

Chris Philip

Customer Service Professional
Doha

Summary

Outgoing customer service professional with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.

Overview

18
18
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
4
4
Languages

Work History

Customer Services Supervisor

Qatar Airways
Doha
01.2016 - Current
  • Trained the existing team members and new members on QR products, policies, and procedures.
  • Coached and guided less experienced team members, evaluated calls, and shared feedback with agents.
  • Analyzed team reports and identified areas of improvement.
  • Researched and corrected customer concerns to promote company loyalty.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Kept abreast of new company products and services to effectively answer questions and resolve complaints.
  • Handled customer interactions escalated by customer service agents to solve passenger issues.

Administrative Coordinator

Mediclinic Middle East
Dubai
11.2009 - 12.2015
  • Handled patient scheduling, check-in, check-out and processing.
  • Collaborated in the timely processing of billing and accounts receivables.
  • Addressed questions and managed communications with patients and insurance companies.
  • Provided backup to the front desk, attended customer enquiries over the phone and over the counter.
  • Supervised 12 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.

Senior Customer Service Agent

Emirates Airline
Dubai
11.2003 - 02.2009
  • Managed the contact center operations including supervising, handling customer complaints, responding to emails, monitoring call flow and distribution of tasks within the work group.
  • Consistently met the monthly revenue, calls & quality targets required to reach the maximum level of productivity. Was instrumental in achieving record team sales target of Aed100, 000,000 in a single year.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Nominated as the acting team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.

Education

Master of Science - Air Transport Management

City University
London, United Kingdom
09.2005 - 06.2008

Bachelor of Science - General Business

Excelsior College
New York, USA
09.1997 - 03.2001

Software

Proficient in MARS, Easy Mars, Amadeus, ARD Web, Galileo, QLAS, HIS, MS Office

Accomplishments

  • Best analysis and reporting award at Qatar Airways in 2021
  • Received the prestigious Emirates Airline Silver Najm Award for outstanding employee of the year in 2008.
  • Winner of Emirates Airline Bronze Mabrouk Award in 2006 for service excellence.
  • Top seller at Emirates Airline UAE sales department in 2004, 2005 & 2006

Certification

MARS Reservations systems

Timeline

Contingency Emergency Response (CERT)

10-2019

AMADEUS

03-2016

Customer Services Supervisor

Qatar Airways
01.2016 - Current

Administrative Coordinator

Mediclinic Middle East
11.2009 - 12.2015

Master of Science - Air Transport Management

City University
09.2005 - 06.2008

Senior Customer Service Agent

Emirates Airline
11.2003 - 02.2009

MARS Reservations systems

11-2003

Bachelor of Science - General Business

Excelsior College
09.1997 - 03.2001
Chris PhilipCustomer Service Professional