Saritha Pratapchandran
Doha
Summary
Member Service Coordinator at Qatar Airways, recognized for exceptional customer service and effective resolution of complex issues. Expertise in client interaction and computer applications, driving member engagement and loyalty. Successfully trained teams to enhance service quality and ensure seamless integration of benefits, resulting in elevated customer satisfaction.
Overview
15
15
years of professional experience
Work History
Member Service Coordinator-Customer Engagement and Loyalty
Qatar Airways
Doha
04.2024 - Current
- Help members to manage their accounts including personal information, tracking missing Avios or points earned and resolving account related issues.
- Provide support for members maintaining or upgrading their tier status by explaining qualification criteria and timelines.
- Investigate and resolve complaints from different channels related to program rewards, expirations or eligibility issues.
- Escalate complex cases to higher management or specialized departments when necessary.
- Work with partner airlines and other non-air partners to ensure seamless integration of member benefits across services.
- Gather and analyze feedback from members to identify areas of improving the program such as adding new reward options enhancing member benefits or streamlining processes.
- Deliver exceptional customer service by responding to inquiries professionally and timely manner.
- Conducting Training programs for staff.
Member Service Desk Supervisor-Customer Engagement and Loyalty
Qatar Airways
Doha
04.2019 - 03.2024
- Assisting members with all queries related to their membership account.
- Assisting members to book award tickets both online and offline, Award upgrades, refund and profile updates.
- Ensure that all process used by Member Service Desk are thoroughly monitored, audited and documented.
- Helping to resolve staff issues and disputes.
- Building and maintaining relationships with key customers and staffs.
- Team Briefings about policy changes and upcoming promotions.
- Creating and managing team schedules and preparing monthly rosters for team members.
- Effectively managing, developing and training the service desk team.
- Team grooming, attendance and performance are properly monitored and checked.
- Effectively handling member complaints and escalations and deliver solutions to enhance the quality of service and to prevent future problems.
- Sending monthly staff performance report to management.
- Providing feedback to management concerning possible problems or areas of improvement.
- Product Testing as per requirement and conducting Training Programs for staffs.
Senior Reservation and Ticketing Agent-Contact Centre
Qatar Airways
Doha
01.2011 - 04.2019
- Answering customer queries about flight departure and arrival timings, flight schedule changes and cancellation of bookings.
- Planning routes, Itineraries and schedule for customers.
- Assisting customers to rebook itineraries.
- Serve customers by providing product and service information and resolving product and service problems.
- Handling customer complaints via phone and provide appropriate solution and alternatives within the set time limit.
- Handling customer refunds.
- Handling queues and schedule change if required.
- Handling Privilege Club and Ecommerce tasks efficiently.
- Work shadowing for new Joiners and preparing brief report about the staff.
Education
IATA foundation diploma course -
NEC
Doha, Qatar01.2007
Bachelor of Business Administration -
University institute of technology
Trivandrum, India01.2002
Airline Ticketing Travel Management Course - computer reservation (GDS) Training in Amadeus
National Education Centre (NEC)
Doha, QatarSkills
- Customer service expertise
- Computer application proficiency
Courses And Trainings Attended
- Galileo Fares and Ticketing Training
- Basic Amadeus Reservation Training
- Airline Ticketing Travel Management Course with Computer Reservation and Training (GDS)
- Aviation Security Awareness/Bomb Threat Handling Course
- Special Assistance Training
- One World Frequent Flyer Program Course
- ARD Web Training
- CC Fares and Ticketing Advance Course
Timeline
Member Service Coordinator-Customer Engagement and Loyalty
Qatar Airways
04.2024 - Current
Member Service Desk Supervisor-Customer Engagement and Loyalty
Qatar Airways
04.2019 - 03.2024
Senior Reservation and Ticketing Agent-Contact Centre
Qatar Airways
01.2011 - 04.2019
IATA foundation diploma course -
NEC
Bachelor of Business Administration -
University institute of technology
Airline Ticketing Travel Management Course - computer reservation (GDS) Training in Amadeus
National Education Centre (NEC)