Elnaz Yousefi

-Supervised a team of reservation and ticketing agents, ensuring adherence to company policies and customer service standards.

- Managed daily operations including booking reservations, issuing tickets, and handling customer inquiries and complaints.

- Implemented efficient workflow processes that reduced wait times and improved customer satisfaction.

- Collaborated with other departments to resolve issues related to denial of boarding passengers, INAD, Irregular Operation, Ok to board , flight schedules, seat availability, and ticket pricing conflict.

- Utilized reservation systems ( Amadeus) to manage bookings and ticketing transactions and sales closing and reporting to finance department.

- Analyzed sales data and generated reports to identify trends and optimize service offerings.

- Ensured compliance with airline regulations and safety standards.

- Supervised a team of call center agents, ensuring high levels of customer service and operational efficiency.

- Monitored call center performance metrics and implemented strategies to improve service quality and reduce call handling times.

- Developed training programs for new hires and ongoing development for existing staff to -enhance product knowledge, sales techniques, and customer service skills.

- Handled escalated customer issues and provided resolutions, maintaining a high level of customer satisfaction.

- Prepared and presented regular performance reports to country manager, highlighting achievements and areas for improvement.

- Utilized upselling and cross-selling techniques to drive sales of ancillary services and products, contributing to overall revenue growth.

- Assisted customers with flight reservations, modifications, and cancellations via phone, email, and in-person.

- Provided information on flight schedules, fares, and travel policies, ensuring customers received accurate and timely responses.

- Processed ticket sales and refunds, ensuring accuracy and compliance with company policies.

- Maintained up-to-date knowledge of airline products, services, and promotions to effectively assist customers and drive sales.