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