Summary
Overview
Work History
Education
Skills
LANGUAGE
Timeline
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Sameera Zahid Khan

Sameera Zahid Khan

Doha

Summary

Dynamic and proactive Customer Service Representative with over 4 years of experience in managing international customer relationships and corporate communications. Recognized for strong interpersonal and administrative skills, consistently fostering positive client interactions and enhancing team collaboration. Eager to leverage expertise in customer engagement to drive team success and contribute to organizational objectives. Committed to delivering exceptional service that aligns with company goals and enhances overall customer satisfaction.

Overview

5
5
years of professional experience

Work History

Customer Service Agent

Qatar Airways
11.2021 - Current
  • Expertly managed bookings, rebookings, upgrades, and cancellations using the Amadeus ticketing system (1A).
  • Experience of GDS, particularly Amadeus.
  • Working experience in a Contact Centre environment.
  • Acts as product knowledge expert for relevant departments/areas such as Reservations & Ticketing, Frequent Flyer Programme, E-Commerce, Oneworld, Social Media Platforms, Web-chat, QR Holidays, and QR Suite.
  • Managed customer interactions through calls, chat, and emails.
  • Knowledge Discover Qatar (DQ) products and services to the client/ customer.
  • Demonstrated expertise in Airline Reservation Systems.
  • Skilled in navigating Visa policies.
  • Trained on Loyalty (FFP) and Travel Agent.
  • Supports the Customer Care team in investigating complaint and providing feedback.
  • Engaged with customers on social media platforms, such as Twitter, Facebook, and Instagram, for inquiries on bookings and refunds.
  • Management and leadership skills.
  • Coordinated callbacks and emails to connect customers with appropriate teams effectively.
  • Maintained accurate records of bookings, payments, transactions, and communications.
  • Demonstrated multitasking capabilities under high-pressure scenarios while ensuring excellent customer service.
  • Ability to take ownership and see tasks through to completion.
  • Excellent understanding of QR products and good knowledge of airline reservation processes.

Customer Service Representative

Ooredoo
03.2020 - 2021
  • Demonstrated expertise in managing high-pressure scenarios while effectively resolving customer issues with a calm demeanor.
  • Customer-focused professional driven by a passion for delivering exceptional service.
  • Provided knowledgeable responses to customer inquiries about company products and services.
  • Updated and maintained comprehensive customer records.
  • Trained in privilege club (Frequent flyer program), TRA (Advanced fare ticketing) and Auditing (AMS).
  • Skilled in Customer Contact Centre Operations Management.
  • Calmly resolved issues in high-pressure situations.
  • Passionate about delivering exceptional customer service.
  • Responded to customer requests for products, services, and company information.

Education

High School - undefined

Shantiniketan Indian School-Qatar
Doha

Higher secondary school - undefined

Ideal Indian School Doha Qatar
Doha

Bachelor of Dental Surgeon - undefined

Dr. Ram Manohar Lohya Avadh University
01.2020

Skills

  • Experience in Customer Service
  • Knowledge of QR products
  • Database management
  • Word processing
  • Organizational skills
  • Strong MS Office and reporting experience
  • Time management
  • Phone etiquette
  • Communication skills (good written and spoken English)
  • Management and leadership skills

LANGUAGE

English

Timeline

Customer Service Agent

Qatar Airways
11.2021 - Current

Customer Service Representative

Ooredoo
03.2020 - 2021

High School - undefined

Shantiniketan Indian School-Qatar

Higher secondary school - undefined

Ideal Indian School Doha Qatar

Bachelor of Dental Surgeon - undefined

Dr. Ram Manohar Lohya Avadh University

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