S Noor Shaikh

Customer Service Supervisor

Qatar Airways

03.2005 - 06.2020

Provide leadership to Ground Operations employees, with a focus on Customer Service.
Work as a team with all departments such as Base, Admin, Check in, Gates, Transfers, Arrivals, VIP, Ramp to quickly and efficiently process Customers and their baggage and explain boarding processes to ensure on time departures & smooth running of operations.
Assure that all Agents receive up to date training in a timely manner. Also, mentoring Agents to achieve their potential as a Leader of Southwest Airlines.
Ensure all Security procedures are followed diligently.
Ensure all Company Policies, procedures and regulations are adhered to.
Audit ticket lifts to assure accuracy.
Perform soft skill audits regularly to assess performance.
Accurately and fairly review work performance of Customer Service Agents and ensuring that their Aptitude, Attitude and Attendance meet Company requirements.
Excellent knowledge of the IAM collective bargaining agreement.
Relay updates and information to passengers in a friendly and timely manner.
Maintain a friendly, positive attitude when resolving issues that arise with distressed passengers,while providing Positively Outrageous Service to ensure the success of Southwest Airlines.
Ability to investigate and respond appropriately to inquiries resulting from distressed Customers whose situations have caused them to be inconvenienced in some way.
Baggage Service Office audit daily.
Denied boarding reporting daily.
Verify petty cash and petty bags at the end of the day.
Knowledgeable in producing an Agent shift bid which will maximize coverage when needed, while minimizing premium shift differentials.
Skilled in utilizing the Staffing Tool to build the following days schedule and strategically utilize scheduled Agents to ensure proper staffing while minimizing the utilization of overtime and reducing Company costs.
Daily Perfomance reporting.
Knowledgeable with the SWEEP ordering and ensuring that necessary stock is maintained.