MOHAMMAD ERFANUL ISLAM

Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.

• Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
• Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
• Answered multi-line phones and used active listening skills to assess client's issues and challenges.

• Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

• Provide customer service to passengers, Check in (includes check passenger identification, allocate seats, weight and label baggage and ask specific security questions). Baggage handling, Weight and Balance of aircraft, coordinating at Apron, handling Delay and Disruption; create daily, weekly, monthly report on different operational perspective and also perform other administrative duties.
• Handled administrative management, personnel issues and supply requirements for unit.

• Provide customer service to passengers, Check in (includes check passenger identification, allocate seats, weight and label baggage and ask specific security questions). Baggage handling, Weight and Balance of aircraft, coordinating at Apron, handling Delay and Disruption; create daily, weekly, monthly report on different operational perspective and also perform other administrative duties.